Service touchpoint assessment and optimization of online meeting platforms on the basis of an experiential memory model.

ABSTRACT: To address the issues of high costs in optimizing service design and the singularity of evaluation dimensions for service touchpoints, in this study, a service touchpoint optimization process that is based on the experiential memory model is developed, and it is applied to an online meeting platform. First, the target user group is identified. Through user behavior analysis and interface disassembly, the main service touchpoints can be obtained. The effectiveness, efficiency, and satisfaction of each service touchpoint are initially assessed via user usability tests, and an experience score is derived. A memory score is subsequently determined on the basis of the memory intensity of users toward the service touchpoints. These two scores are then combined to construct an experiential memory

SUBMITTER: He X 

PROVIDER: S-EPMC12546818 | biostudies-literature | 2025 Oct

REPOSITORIES: biostudies-literature