Consumers might feel uncomfortable or embarrassed when buying products that are inconsistent with the desire to project a positive self-image to others , , , . Embarrassment and shame are key elements in the relationship between sales assistant and consumer  and may affect the likelihood of engagement with a service provider . We explored the circumstances under which embarrassing retail experiences occur, with a view to identify the potential for self-service solutions to alleviate these experiences.
|Number of pages||4|
|Publication status||Published - 22 Jun 2014|
|Event||Crafting user experience of self-service technologies: Key challenges and potential solutions
- Morris J Wosk Centre, Vancouver, Canada|
Duration: 22 Jun 2014 → 22 Jun 2014
|Workshop||Crafting user experience of self-service technologies: Key challenges and potential solutions|
|Period||22/06/14 → 22/06/14|
|Other||Proliferation of self-service technologies is a hallmark of the modern society. Increasingly often our interaction with service-providing people, such as sales assistants, cashiers, bank tellers, hotel receptionists, and so forth, is replaced by interaction with various service-providing technologies: from simple devices to complex configurations of technological artifacts. While self-service technologies have far-reaching, and not yet properly understood, implications for individuals and society, ample evidence suggests that interaction with self-service technologies can be confusing and frustrating, especially for certain categories of users. Therefore, there is a need for more focused and systematic interaction design explorations into self-service technologies.|
This one-day workshop will bring together researchers and practitioners interested in analysis, design, and evaluation of self-service technologies to collectively identify key issues and explore potential approaches in this increasingly important sub-area of interaction design.
Szymkowiak, A., Chiang, L-C., Sie, J., Koh, W. E., Loubli, P., & Johnson, G. (2014). How embarrassing is that? Purchasing sensitive products and the potential for self-service. Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions , Vancouver, Canada.