‘Employees First’: The Relationship between Employee Experience Management Systems and Customer Experience Management
The study identified three key attributes of Employee Experience Management systems that can support Customer Experience Management and drive Customer Equity: (a) identifying employees’ experiential needs for job-crafting, (b) engaging employees in the innovation process, and (c) including employees in customer experience design.
We’re happy to share that our paper, ‘Toward a Theory of Digital Mindfulness: A Case of Smartphone-based Self-monitoring,’ has received the best paper award from HCI International 2021.
We’re happy to share that our paper, ‘Toward a Theory of Digital Mindfulness: A Case of Smartphone-based Self-monitoring,’ has received the Best Paper Award of the 8th International Conference on HCI in Business, Government and Organizations, HCI International.
Congratulations and thanks to our current and former members, Melissa Klase, Farzan Khoobchehr, Fernando Olivares, Michael Pesavento, and Luis Sosa, and Professor Isaac Vaghefi.
Read the paper here: https://link.springer.com/chapter/10.1007/978-3-030-77750-0_35
Do you know 75% of a user initial imprecision of an online business is based on user interface design? or 70% of digital platforms fail due to a bad user experience?As of September 1st, 2021, Digital Innovation Lab at San Diego State University is proud to offer UI/UX services to the local businesses and community. The new UI/UX services page guides users through what our team offers in UI/UX research to allow our clients to express their creativity and aptitude through effective user experience design.
Our devoted team, Kelsey Azmitia, Francezca Dagoc, Summer McGuckin, Elijah Nobis, and Vanessa Roy, take a human-centered approach to the design, adoption, and dissemination of new mobile and digital platform technologies.
Our goal is to assist our local communities and start-ups in Southern California while providing students with opportunities to gain experience in UI/UX design, test, and research. Optimizing the user experience can lead to numerous business benefits, including higher customer retention and engagement
Exploring Connectivist Teaching models in K-12, Nohea Behler has set out to investigate the challenges that Hawaiʻi’s middle school teachers have faced over the past year during the COVID-19 pandemic and how they have navigated these challenges using digital technologies. The ultimate goal of this project is to find out how social mechanisms and social technologies can further support educators in future crises and build resilient education systems. Findings included a set of best practices related to the use of social technologies in improving dynamic student engagement and learning experiences.
Team members: Nohea Behler
Focusing on how reflections authorize a more intelligent use of technology, the Digital Mindfulness team explores the various ways digital mindfulness can reach digital technology’s full potential. The team expands on IT mindfulness theory by blending that with the IT-based self-monitoring concept. The team examines how adding IT-based ‘reflection’ to this blend can enhance the utility and applicability of IT-based mindfulness and the related behavioral interventions in the future. This study will utilize a goal-setting theory to examine the value of reflection in both digital mindfulness and SM research.
Open innovation (OI) platforms allow innovation seekers to harvest the creative capacity of the crowd and develop their new product and service concepts. Yet, these platforms typically fall short in offering a robust user experience. Our UI/UX research team is examining the affordances of OI platforms and their experiential values for users. Informed by the users’ feedback, the project’s findings, so far, have revealed the importance of 21 UI/UX elements that can facilitate the key OI activities including social engagement, ideation, experiential communication, social validation, co-development, and co-commercialization.
Focusing on Design Entrepreneurship Education Platforms (EEP), one of our UI/UX teams, led by Francezca Dagoc investigates user experience on EEP to offer a new UX design framework for these platforms. The project has assessed the relationships between crucial learning affordances and the six experiential learning essentials. This study is an essential step in advancing the design of EEP and modern self-regulated e-learning platforms in general.
Team Members: Francezca Dagoc
Studying the psychological motivations behind self-service analytics, the Self-Service Analytics team (SSA) has identified the unique psychological needs that drive SSA usage. These needs include autonomy, competence, relatedness, having a place, and self-realization. This SSA team also examined the relationship between these needs and popular SSA tools’ affordances to inform the development and adoption of SSA tools in the future.
Redefining the limits of Open Innovation, Nan Su and Summer McGuckin conduct a systematic literature review on the downsides of openness. By examining the different models of open innovation from Open Source to Social Product Development, the team hopes to develop guidelines that businesses innovate more effectively.
The Digital Entrepreneurs team strives to “profile” digital entrepreneurs based on their personality traits and the operational dimensions of digital entrepreneurship. By identifying the four key groups of digital entrepreneurs, visionaries, inventors, orchestrators, and networkers, the team offers an opportunity to understand, model, and predict their decision-making during value creation, value delivery, and value capture. Profiling digital entrepreneurs is an essential step toward improving entrepreneurial education and developing support systems for digital entrepreneurship.
The COVID-19 pandemic has forced higher education institutions to rethink the current education system. The pandemic has revealed that greater value must be placed on the student’s self-regulated learning experiences rather than instructional practices. DiLab’s Digital Education team, led by Jeffrey Cardinez, is studying this shift using a connectivism-based approach and modeling the emerging education model as Education Value Networks. After comparing both the traditional and emerging models, the team plans to examine and document the benefits of investing in Education Value Networks in the future.
Going above and beyond marketing, the CEM/CXM team, or Customer Experience Management team, focuses on customer equity’s direct and indirect effects by understanding how crucial customer information systems are in supporting customer experience management. The CEM team offers emerging models that capture the essence of customer equity. The proposed model consists of the hotel industry and its potential implications for the general service industry.
Making medical errors, is the third leading cause of death in the United States, with 251,000 deaths annually. DiLab members, Guillermo Gonzalez and Brenda D are researching self-monitoring technologies to address this issue. As part of this project, they work with Dr. Salvador Gullo, the founder of Saftey4Me, to implement a smartphone-based Patient Safety Self-Monitoring program to prevent medical errors. By interviewing medical professionals, the team has identified different strategies to implement this program in the near future.
By cultivating Data Literacy to drive Digital Transformation, the “Data Swagger” team* strives to introduce more efficient paths to meet organizational strategic goals. The team is developing an experience-centered, reflection-driven, and cooperative approach to facilitate hiring, training, and supporting data-savvy employees in the public sector. The ultimate goal of this project is to inspire and mobilize employees to contribute to digital transformation through data-driven decisions and innovations.
Why is it that 84% of Digital Transformations are failing? Why do only half of all digital initiatives reach the values promised during their creation? Why do only 18% of companies rate their use of digital technology as “very effective”? Why do businesses fail to scale digital innovations beyond early pilot work?
At SDSU’s Digital Innovation Laboratory (DiLab), faculty, staff, and students work together to address these questions and many more like them. With help from about 30 SDSU undergraduate and graduate students, DiLab explores how digital technology can improve learning, support entrepreneurs, and transform businesses. Students are given the opportunity to engage in research on relevant fields, with a focus on knowledge generation and dissemination. Michael Pesavento, a graduate student at SDSU and DiLab contributor, called the experience “Rewarding. DiLab provides students practical experience at every level of research and scholarship.”
“We’re working on research projects related to information systems, technology design, and digital applications, with a focus on human-centered digital transformation. The technologies we study range from social software to extended reality,” said Kaveh Abhari, an SDSU management information systems professor and DiLab director.
Abhari established the lab in March 2019 to provide students and faculty with a collaborative environment where they can exchange ideas and knowledge to support high-impact, interdisciplinary research projects that support and promote digital innovation.
Studying How Humans Interact with Technology
Researchers at DiLab are most interested in how humans interact with technology in differing environments and contexts. Abhari elaborates, “We study how new technologies are designed, implemented, and adopted to create values in different contexts from personal to professional, from educational to entrepreneurial.”
The group currently has a number of research projects in the works, including:
- Modeling human factors in digital transformation initiatives
- Developing a framework for the next generation of virtual reality educational software programs
- Assisting the U.S. Navy to develop programs to improve data literacy and the use of self-service analytics
- Creating a guide on how sharing economy platforms, such as Airbnb, can respond to service failures
- Examining the mixed-reality (XR) applications in architectural design
- Designing smart mentor bot for platforms supporting digital entrepreneurs
- Investigating how enterprise social network sites support innovation during the COVID-19 pandemic
- Theorizing digital mindfulness to manage smartphone addiction and improve smartphone user productivity
Using Technology for the Right Reasons
“Human-centered, accessible, and inclusive technology design allows broader digital transformation that improves how we teach, learn, do business, and serve the community,” said Abhari. “Digital transformation starts with individuals—neither technology nor strategy. Digital media can play a significant role in paving the way for digital transformation by promoting digital literacy and digital mindfulness—how we use digital technology to make the right decision at the right time for the right cause.”