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User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

Author

Listed:
  • Jadranka Musulin

    (Department of Computing and Technology, VERN’ University, 10000 Zagreb, Croatia)

  • Vjeran Strahonja

    (Faculty of Organization and Informatics, University of Zagreb, 42000 Varaždin, Croatia)

Abstract

Companies in all businesses need efficient and user-friendly tools for experience design in a fast-paced digitalized world searching for sustainability. Although there are hundreds of methods and models in the interdisciplinary area of experience design, a general methodological framework for capturing the user experience as a personal outcome of the interaction with digitalized products and services into the value proposition of a business model is missing. In this paper, we develop a methodological framework for service design that guides the experience design process, aiming to enrich the value proposition with user experience in a business model. The framework is developed by integrating the fields of user experience design, service design, and business model design based on the notion of service-dominant logic and following design science principles. The framework is evaluated according to the design science methodology by applying multiple case studies in seven small and medium-sized companies in Croatia.

Suggested Citation

  • Jadranka Musulin & Vjeran Strahonja, 2023. "User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement," Sustainability, MDPI, vol. 15(16), pages 1-30, August.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:16:p:12509-:d:1219512
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    References listed on IDEAS

    as
    1. Saeed Nosratabadi & Amir Mosavi & Shahaboddin Shamshirband & Edmundas Kazimieras Zavadskas & Andry Rakotonirainy & Kwok Wing Chau, 2019. "Sustainable Business Models: A Review," Sustainability, MDPI, vol. 11(6), pages 1-30, March.
    2. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    3. Minglu Wang & Shanshan Liu & Lingling Hu & Jong-Yoon Lee, 2023. "A Study of Metaverse Exhibition Sustainability on the Perspective of the Experience Economy," Sustainability, MDPI, vol. 15(12), pages 1-14, June.
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