Sustainability-Driven Consumer Experience Design of an Online Retail System for Household Appliances




sustainable responsibility;, brand of household appliances, retail mobile application, consumer experience design, household appliances


INTRODUCTION: In the field of information system design, mobile-based platforms have emerged as a significant and indispensable component in recent years. This research examines the incorporation of sustainable responsibility by a household appliance brand into the consumer experience of a retail mobile application through experience design.

OBJECTIVES: The primary objective of this study is to develop strategies for consumer experience design driven by sustainability, thereby fostering the adoption of sustainable consumption behaviours that yield positive implications for the environment, public life, and brand values.

METHODS: A combination of quantitative and qualitative methods was employed, encompassing preliminary user interviews, questionnaire surveys, and in-depth user interviews. Initially, design research explored consumers' comprehension of sustainability, sustainable consumption demands, behavioural habits, and experiential expectations. Subsequently, design strategies were derived through insight clustering analysis, considering functional information, interaction experience, and marketing interaction.

RESULTS: The study illustrated sustainable consumer experience design through the interface and interaction design of a retail mobile application, serving as a touchpoint for an online retail system. The overall effectiveness of the design solution was assessed through usability and consumer experience tests and the results were positive and evidently conducive to improve the retail mobile application.

CONCLUSION: Based on the evaluation of the design proposal, three key elements were identified for the experience design of retail mobile systems driven by sustainable responsibility: accentuating the sustainable attributes of products, enhancing consumer autonomy and competence, and aligning marketing endeavours with sustainable values.


Mio C, Panfilo S, Blundo B. Sustainable development goals and the strategic role of business: A systematic literature review. Bus Strateg Environ. 2020;29(8):3220–45.

Wang RJH. Branded mobile application adoption and customer engagement behavior. Comput Hum Behav. 2020;106:106245.

Gasson, Susan. HUMAN-CENTERED VS. USER-CENTERED APPROACHES. JITTA [Internet]. 2003;5(2):29–46. Available from:

Fogg B. A behavior model for persuasive design. In: Proceedings of the 4th International Conference on Persuasive Technology [Internet]. New York, NY, USA: Association for Computing Machinery; 2009. p. 1–7. (Persuasive ’09). Available from:

Fogg BJ. Persuasive technology: using computers to change what we think and do. Amsterdam: Morgan Kaufmann; 2003.

Oinas-Kukkonen H. A foundation for the study of behavior change support systems. Pers Ubiquit Comput. 2013;17(6):1223–35.

Oinas-Kukkonen H. Behavior Change Support Systems: A Research Model and Agenda. In: Ploug T, Hasle P, Oinas-Kukkonen H, editors. Persuasive Technology PERSUASIVE 2010 Lecture Notes in Computer Science [Internet]. Berlin, Heidelberg: Springer; 2010. p. 4–14. Available from:

Lathia N, Pejovic V, Rachuri KK, Mascolo C, Musolesi M, Rentfrow PJ. Smartphones for Large-Scale Behavior Change Interventions. IEEE Pervasive Comput. 2013;12(3):66–73.

Fogg BJ, Eckles D. Mobile Persuasion: 20 Perspectives on the Future of Behavior Change. Stanford: Stanford Captology Media; 2007.

Brynjarsdottir H, Håkansson M, Pierce J, Baumer E, DiSalvo C, Sengers P. Sustainably unpersuaded: how persuasion narrows our vision of sustainability. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. Austin, Texas, USA: ACM; 2012. p. 947–56.

DiSalvo C, Sengers P, Brynjarsdóttir H. Mapping the landscape of sustainable HCI. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. New York, NY, USA: ACM; 2010. p. 1975–84.

Hiroaki K, Nakajima T. Designing Persuasive Applications to Motivate Sustainable Behavior in Collectivist Cultures. PsychNology J. 2011;9:7–28.

Sunio V, Schmöcker JD. Can we promote sustainable travel behavior through mobile apps? Evaluation and review of evidence. Int J Sustain Transp. 2017;11(8):553–66.

Oppong-Tawiah D, Webster J, Staples S, Cameron AF, Guinea AO de, Hung TY. Developing a gamified mobile application to encourage sustainable energy use in the office. J Bus Res. 2020;106:388–405.

Wac K, Ickin S, Hong JH, Janowski L, Fiedler M, Dey AK. Studying the experience of mobile applications used in different contexts of daily life. In: Proceedings of the first ACM SIGCOMM workshop on Measurements up the stack (W-MUST ’11). Toronto, Ontario, Canada: Association for Computing Machinery; 2011. p. 7–12.

Zhao, Wanru. Research on attributions of user Experience based on Internet products (Thesis). Jiangnan University; 2015.

Rubinoff, R. How to Quantify the User Experience [Internet]. 2004 [cited 2012]. Available from:

Rondeau DB. For mobile applications, branding is experience. Commun ACM. 2005;48(7):61–6.

Wang W, Li H. Factors influencing mobile services adoption: a brand‐equity perspective. Internet Res. 2012;22(2):142–79.

Harrison R, Flood D, Duce D. Usability of mobile applications: literature review and rationale for a new usability model. J Interact Sci. 2013;1(1):1.

Holtzblatt K. Customer-centered design for mobile applications. Pers Ubiquitous Comput. 2005;9(4):227–37.

Brauer B, Ebermann C, Hildebrandt B, Remané G, Kolbe LM. GREEN BY APP: THE CONTRIBUTION OF MOBILE APPLICATIONS TO ENVIRONMENTAL SUSTAINABILITY. In: Proceedings of the Pacific Asia Conference on Information Systems [Internet]. 2016. Available from:

Seidel S, Recker J, Brocke J vom. Sensemaking and Sustainable Practicing: Functional Affordances of Information Systems in Green Transformations. MIS Q. 2013;37(4):1275–99.

Boiano S, Bowen JP, Gaia G. Usability, Design and Content Issues of Mobile Apps for Cultural Heritage Promotion: The Malta Culture Guide Experience. Arxiv. 2012;

Chen L, Meservy TO, Gillenson M. Understanding Information Systems Continuance for Information-Oriented Mobile Applications. Commun Assoc Information Syst. 2012;30.




How to Cite

Lu Y, Yan T. Sustainability-Driven Consumer Experience Design of an Online Retail System for Household Appliances. EAI Endorsed Scal Inf Syst [Internet]. 2023 Jul. 17 [cited 2024 Jul. 22];10(5). Available from:

Funding data