Approach to exploring users’ expectations of digital services’ functionality

Abstract

The rapid adaptation of the technologies in everyday life increases the competition between companies. The constant changes in customer preferences cause the businesses to look for new ways to increase market share and consumer loyalty. There is a need for a new customer service strategy, aimed at applying principles of user-oriented design of software applications. The main purpose of our study is to propose and approbate a survey-based approach to exploring users’ expectations from digital services’ functionality

Keywords

• user experience
• digital services
• e-commerce
• text mining
• UX strategy