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Capturing the Customer Experience Culture of High-End Motorcycle Helmets Through the Cyberspace

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Cultural Space on Metaverse

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Abstract

The demand for premium full-face helmets is growing. To win the market, the pace of product development has to match the rapid change of customers’ culture. As technologies are resha** the ways we work, studying customer experience is no longer restricted to the real world. To this end, this research demonstrates the collection of data in and through the cyberspace to gain insight on customer experience culture: (1) helmet online reviews; (2) subject matter expert interviews through the web. We performed two consecutive studies: (1) analyzing 15-month online reviews to identify critical customer values and (2) conducting online semi-structured interviews with two domain experts to obtain a comprehensive understanding of the identified customer values. Results showed that collecting data in and through the cyberspace was effective in identifying customer experience culture. Customers of premium full-face helmets cared more about the comfort, the noise deduction, and the usability issues when wearing helmets. The outcomes of the study provide insight on conducting remote user experience studies via the cyberspace.

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Authors and Affiliations

  1. Department of Industrial Design, National Cheng Kung University, Tainan, Taiwan

    Yu-Hsiu Hung & Kai-Ti Wang

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  1. Yu-Hsiu Hung
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  2. Kai-Ti Wang
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Correspondence to Yu-Hsiu Hung .

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Editors and Affiliations

  1. Graduate School of Culture Technology (GSCT), Korea Advanced Institute of Science and Technology (KAIST), Daejeon, Korea (Republic of)

    Ji-Hyun Lee

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Hung, YH., Wang, KT. (2024). Capturing the Customer Experience Culture of High-End Motorcycle Helmets Through the Cyberspace. In: Lee, JH. (eds) Cultural Space on Metaverse. KAIST Research Series. Springer, Singapore. https://doi.org/10.1007/978-981-99-2314-4_10

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  • DOI: https://doi.org/10.1007/978-981-99-2314-4_10

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-99-2313-7

  • Online ISBN: 978-981-99-2314-4

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