Experience-Based Customer Requirement Study In Emporium

In the days of experience economy, user experience becomes a fashionable word. User-centered design based on user experience has been gaining more and more focus. User requirement is absolutely a significant factor of experience. The impressive user experience should involve the realization of users'requirements. Emporium is one of the symbols which can indicate the commercial development. Customers'experience play an more and more important role towards customers'satisfaction. Only exchange of commodity cannot represent a happy experience. The design of emporium should concentrate on the aspect of customers'experience, which exists in the basis of customer's requirements which can be used as the guideline of emporium design. Generally speaking, design should provide a user-friendly experience through realization of customers'various requirements.This research focuses on the customers'requirement and the related design guideline. Customers'experience contains a variety of dimensions and only two measurable ones are selected here to analyze which are customer behaviors and customers'subjective comments. Customers'behavior is an objective concept in regard to which I apply the more than one methods of observation to collect the data. Then 23 requirements will be abstracted from quantities of behaviors and classified into 3 categories based on the theory of Maslow hierarchy. Customers'requirements fluctuate with several influential elements, like environmental elements, location elements and customer elements, instead of keeping still and stable. Environmental factor is stated in details in this study to analyze the influence exerted by a variety of environmental elements, especially the crowding, and the method of observation is applied again in this step. Subjective comment, which is a subjective concept, focuses on customers'apperceive. Here the method of elicitation is applied, such as interview and focus group, to collect customers'comments which are later be classified into 3 categories of pros, cons and requirement. The requirements based on comments and experience dimensions then are abstracted.By the two stages of objective behavior analyze and subjective comments collection, we can get that a variety of customers requirements do exist and some are perceived by customers while the other not. At last the study should go back to design issues. The result get from above can be served as a design guideline to direct the general emporium design. According to the customers'requirements, there are two categories of guideline, which are based on requirement hierarchy and based on several common single requirements.