Can gamification improve user experience (UX) of servitization in the financial and construction sector?

Mohammed Soheeb Khan; Vassilis Charissis; David K. Harrison

doi:10.1007/978-3-031-22131-6_44

Can gamification improve user experience (UX) of servitization in the financial and construction sector?

Mohammed Soheeb Khan, Vassilis Charissis^*, David K. Harrison

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

88 Downloads (Pure)

Abstract

The monetisation of the provision of consumer services rather than products is advantageous and leads to higher profit margins for the providing companies in comparison to the sole manufacturing of consumer products. This business model has gradually propagated in other areas that could offer customized services to their customers such as consumer electronics and fintech. However, the complexity of these offers could deter the potential customers as it could be difficult to understand and evaluate their benefits. Gamification of these offers is a newly adopted method with limited examples primarily in the manufacturing sector. This work presents the development of a serious game for the explanation of fintech servitization offers for the building construction industry. This work aims to identify the efficiency for improvement of user experience (UX) and behavioural intention of customers towards these offers. The project has been evaluated by ten users representing existing customers. The paper presents the evaluation results and concludes with suggestions for future applications and a tentative plan of work for enhancing the application.

Original language	English
Title of host publication	HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings
Editors	Gabriele Meiselwitz, Abbas Moallem, Panayiotis Zaphiris, Andri Ioannou, Andri Ioannou, Robert A. Sottilare, Jessica Schwarz, Xiaowen Fang
Publisher	Springer Nature
Pages	592-603
Number of pages	12
Volume	13157
ISBN (Print)	9783031221309
DOIs	https://doi.org/10.1007/978-3-031-22131-6_44
Publication status	Published - 25 Nov 2022
Event	24th International Conference on Human-Computer Interaction: User Experience in Virtual Augmented and Mixed Reality (VAMR II) - Virtual, Gothenburg, Sweden Duration: 26 Jun 2022 → 1 Jul 2022 Conference number: 24 https://2022.hci.international/index.html

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	24th International Conference on Human-Computer Interaction
Abbreviated title	HCII
Country/Territory	Sweden
City	Gothenburg
Period	26/06/22 → 1/07/22
Internet address	https://2022.hci.international/index.html

Keywords

servitization
gamification
user experience
fintech
construction industry
3D
virtual reality
simulation

ASJC Scopus subject areas

Business, Management and Accounting (miscellaneous)
General Economics,Econometrics and Finance
Human-Computer Interaction
Management of Technology and Innovation
Computer Science Applications
Theoretical Computer Science
General Computer Science

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Documents and Links

10.1007/978-3-031-22131-6_44

Khan, S. et al (2022) Can gamification improve user experience (UX) of servitization in the financial and construction sector?
This version of the article has been accepted for publication, after peer review (when applicable) and is subject to Springer Nature’s AM terms of use, but is not the Version of Record and does not reflect post-acceptance improvements, or any corrections. The Version of Record is available online at: https://doi.org/10.1007/978-3-031-22131-6_44
Author accepted manuscript, 460 KB

3 Conference contribution
1 Article

Improving user experience and communication of digitally enhanced advanced services (DEAS) offers in manufacturing sector
Khan, M. S., Charissis, V., Godsiff, P., Wood, Z., Falah, J. F., Alfalah, S. F. M. & Harrison, D. K., Mar 2022, In: Multimodal Technologies and Interaction. 6, 3, 21.
Research output: Contribution to journal › Article › peer-review

Open Access
File
7 Citations (Scopus)

122 Downloads (Pure)
Servitization through VR serious games: from manufacturing to consumer electronics
Charissis, V., Khan, M. S. & Harrison, D. K., 25 Nov 2022, HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings. Meiselwitz, G., Moallem, A., Zaphiris, P., Ioannou, A., Ioannou, A., Sottilare, R. A., Schwarz, J. & Fang, X. (eds.). Springer Nature, Vol. 13517. p. 545-555 11 p. (Lecture Notes in Computer Science).
Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Open Access
File
44 Downloads (Pure)
Utilising gamification and virtual environments to present Digitally Enhanced Advanced Services (DEAS) for the financial sector
Khan, S., Charissis, V. & Harrison, D. K., 14 Oct 2022, (E-pub ahead of print) Proceedings of the Future Technologies Conference, FTC 2022, Volume 3. Arai, K. (ed.). Springer Nature, Vol. 3. p. 802–814 13 p. (Lecture Notes in Networks and Systems).
Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Open Access
File
42 Downloads (Pure)

1 Not started
2 Finished

Evaluation of Serious Game prototype to aid education of smart contract policies
Khan, M. S. (PI), Charissis, V. (CoI) & Harrison, D. (CoI)
Engineering and Physical Sciences Research Council
Project: Research Grant
Integrating Serious Game Prototype to Real World locations to aid education of smart contract policies
Khan, M. S. (PI) & Charissis, V. (CoI)
Engineering and Physical Sciences Research Council
1/05/22 → 31/05/22
Project: Research Grant
Development of a Serious Game Prototype to Aid Education of Smart Contract Policies
Khan, M. S. (PI), Harrison, D. (CoI) & Charissis, V. (CoI)
Engineering and Physical Sciences Research Council
4/05/21 → 30/11/21
Project: Research Grant

Cite this

Khan, M. S., Charissis, V., & Harrison, D. K. (2022). Can gamification improve user experience (UX) of servitization in the financial and construction sector? In G. Meiselwitz, A. Moallem, P. Zaphiris, A. Ioannou, A. Ioannou, R. A. Sottilare, J. Schwarz, & X. Fang (Eds.), HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings (Vol. 13157, pp. 592-603). (Lecture Notes in Computer Science). Springer Nature. https://doi.org/10.1007/978-3-031-22131-6_44

Khan, Mohammed Soheeb ; Charissis, Vassilis ; Harrison, David K. / Can gamification improve user experience (UX) of servitization in the financial and construction sector?. HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings. editor / Gabriele Meiselwitz ; Abbas Moallem ; Panayiotis Zaphiris ; Andri Ioannou ; Andri Ioannou ; Robert A. Sottilare ; Jessica Schwarz ; Xiaowen Fang. Vol. 13157 Springer Nature, 2022. pp. 592-603 (Lecture Notes in Computer Science).

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title = "Can gamification improve user experience (UX) of servitization in the financial and construction sector?",

abstract = "The monetisation of the provision of consumer services rather than products is advantageous and leads to higher profit margins for the providing companies in comparison to the sole manufacturing of consumer products. This business model has gradually propagated in other areas that could offer customized services to their customers such as consumer electronics and fintech. However, the complexity of these offers could deter the potential customers as it could be difficult to understand and evaluate their benefits. Gamification of these offers is a newly adopted method with limited examples primarily in the manufacturing sector. This work presents the development of a serious game for the explanation of fintech servitization offers for the building construction industry. This work aims to identify the efficiency for improvement of user experience (UX) and behavioural intention of customers towards these offers. The project has been evaluated by ten users representing existing customers. The paper presents the evaluation results and concludes with suggestions for future applications and a tentative plan of work for enhancing the application.",

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note = "24th International Conference on Human-Computer Interaction : User Experience in Virtual Augmented and Mixed Reality (VAMR II), HCII ; Conference date: 26-06-2022 Through 01-07-2022",

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Khan, MS, Charissis, V & Harrison, DK 2022, Can gamification improve user experience (UX) of servitization in the financial and construction sector? in G Meiselwitz, A Moallem, P Zaphiris, A Ioannou, A Ioannou, RA Sottilare, J Schwarz & X Fang (eds), HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings. vol. 13157, Lecture Notes in Computer Science, Springer Nature, pp. 592-603, 24th International Conference on Human-Computer Interaction, Gothenburg, Sweden, 26/06/22. https://doi.org/10.1007/978-3-031-22131-6_44

Can gamification improve user experience (UX) of servitization in the financial and construction sector? / Khan, Mohammed Soheeb; Charissis, Vassilis; Harrison, David K.
HCI International 2022 – Late Breaking Papers. Interaction in New Media, Learning and Games - 24th International Conference on Human-Computer Interaction, HCII 2022, Proceedings. ed. / Gabriele Meiselwitz; Abbas Moallem; Panayiotis Zaphiris; Andri Ioannou; Andri Ioannou; Robert A. Sottilare; Jessica Schwarz; Xiaowen Fang. Vol. 13157 Springer Nature, 2022. p. 592-603 (Lecture Notes in Computer Science).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution