Purpose: Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.Design/methodology/approach: Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.Findings: Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.Originality/value: CEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.

Non‐intrusive load monitoring (also known as NILM or energy disaggregation) is the process of estimating the energy consumption of individual appliances from electric power measurements taken at a limited number of locations in the electric distribution of a building. This approach reduces sensing infrastructure costs by relying on machine learning techniques to monitor electric loads. However, the ability to evaluate and benchmark the proposed approaches across different datasets is key for enabling the generalization of research findings and consequently contributes to the large‐scale adoption of this technology. Still, only recently researchers have focused on creating and standardizing the existing datasets in order to deliver a single interface to run NILM evaluations. Furthermore, there is still no consensus regarding, which performance metrics should be used to measure and report the performance of NILM systems and their underlying algorithms. This paper provides a review of the main datasets, metrics, and tools for evaluating the performance of NILM systems and technologies. Specifically, we review three main topics: (a) publicly available datasets, (b) performance metrics, and (c) frameworks and toolkits. The review suggests future research directions in NILM systems and technologies, including cross‐datasets, performance metrics for evaluation and generalizable frameworks for benchmarking NILM technology.This article is categorized under: Application Areas > Science and Technology Application Areas > Data Mining Software Tools Technologies > Computational Intelligence Technologies > Machine Learning

The widespread popularity of Pokémon GO presents the first opportunity to observe the geographic effects of location-based gaming at scale. This paper reports the results of a mixed methods study of the geography of Pokémon GO that includes a five-country field survey of 375 Pokémon GO players and a large scale geostatistical analysis of game elements. Focusing on the key geographic themes of places and movement, we find that the design of Pokémon GO reinforces existing geographically-linked biases (e.g. the game advantages urban areas and neighborhoods with smaller minority populations), that Pokémon GO may have instigated a relatively rare large-scale shift in global human mobility patterns, and that Pokémon GO has geographically-linked safety risks, but not those typically emphasized by the media. Our results point to geographic design implications for future systems in this space such as a means through which the geographic biases present in Pokémon GO may be counteracted.

In this paper, we developed BreastScreening-AI within two scenarios for the classification of multimodal beast images: (1) Clinician-Only; and (2) Clinician-AI. The novelty relies on the introduction of a deep learning method into a real clinical workflow for medical imaging diagnosis. We attempt to address three high-level goals in the two above scenarios. Concretely, how clinicians: i) accept and interact with these systems, revealing whether are explanations and functionalities required; ii) are receptive to the introduction of AI-assisted systems, by providing benefits from mitigating the clinical error; and iii) are affected by the AI assistance. We conduct an extensive evaluation embracing the following experimental stages: (a) patient selection with different severities, (b) qualitative and quantitative analysis for the chosen patients under the two different scenarios. We address the high-level goals through a real-world case study of 45 clinicians from nine institutions. We compare the diagnostic and observe the superiority of the Clinician-AI scenario, as we obtained a decrease of 27% for False-Positives and 4% for False-Negatives. Through an extensive experimental study, we conclude that the proposed design techniques positively impact the expectations and perceptive satisfaction of 91% clinicians, while decreasing the time-to-diagnose by 3 min per patient.