User, Customer, or Multiple Actors Experience:
Whose experience matters in multi-actor networks?
Ronald Gortz
Manuela Gortz-Bonaldo
Format: ebook
Where can I buy it?
About the Book:
This book proposes a question for a topic that is so emphasized nowadays: the User Experience. The objective, however, is to bring other perspectives on the experience not only of users but also of the multiple actors that constitute multiple networks.
The book is an invitation to deepen reflection on this vast subject. We hope to help readers better understand the movement of creation and expansion of new multi-actor networks and some of the possible ways for people and organizations to position themselves in the face of these new and growing sets of relationships.
Table of Contents
Preface
1. Why the question: User Experience, Customer Experience, or Multiple Actors Experience?
2. One-way, two-way, or multidirectional perspective?
3. From the perspective of which actor should we look at the experience of users, customers, or multiple actors?
4. What can we consider a multi-actor network, and how does this type of network present itself in society?
- Set theory
- Network of multiple actors and multiple networks of multiple actors
- Platforms composed of multiple actors and multiple platforms of multiple actors
- Ecosystem of a network of multiple actors, and multiple ecosystems
5. Proposal for reviewing the definitions of the units that make up the sets of actors
- Actor, individual, or unit
- User
- Client or customer X final customer
- Direct or indirect client or user
- Supplier or service provider
6. Actor Experience (AX) and Multi-Actor Experience (MAX)
- Different perspectives to be considered from an actor’s position
- Actor experience in each of an actor’s roles or relationships in a multi-actor network
- Experience of an actor as a whole in a multi-actor network
- Perspective of the whole network or the view of the global set of actors of a network
- Perspective of an actor in its broader context of relationships with multiple networks of multiple actors
7. The challenge of combining the perspective of the multiplicity of economic activities with the perspective of the multiplicity of multi-actor networks
8. Actors’ digital spaces or domains in the context of multiple networks of multiple actors
Conclusion
Acknowledgments
About the Authors
References
Other Books in the Series:
