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

INTRODUCTION: Mobile-based platforms have become essential in information system design. This study examines how a household appliance brand incorporates sustainable responsibility into the consumer experience of a retail mobile application through experience design. OBJECTIVES: The primary objective is to develop sustainable consumer experience design strategies that promote the adoption of environmentally friendly consumption behaviours, benefiting the environment, public life, and brand values. METHODS: Quantitative and qualitative methods were used, including user interviews, surveys, and in-depth interviews. This research explored sustainability comprehension, consumption demands, habits, and expectations. Design strategies were derived through insight clustering analysis, considering information, interaction, and marketing. RESULTS: The research showcased sustainable consumer experience design through interface and interaction design of a retail mobile application. Usability and consumer experience tests confirmed the design's effectiveness in improving the application. CONCLUSION: Three key elements for sustainable retail mobile system design were identified: highlighting product sustainability, enhancing consumer autonomy and competence, and aligning marketing with sustainable values.