Experience Convergence - the User Perspective on Convergence

Abstract:
At the moment the world of telecommunication is undergoing a radical paradigm shift. Users expect more from companies than providing services, infrastructure or technology. They expect a seamless process of information and media consumption. A User Experience (UX) view and strategy is essential for the product development process in the area of convergence. The user is no longer dealing with "one system at a time" - he is embedded in a technical environment in which numerous parties intend to communicate or collaborate with him, as well as service, inform or entertain him through various technical channels.With this contribution we intend to highlight the importance of a user-centered view on convergence in telecommunication. This viewpoint ranges from analyzing current consumer behaviours and needs, to evaluating innovative ideas, identifying future market trends and building a guideline based UX framework.