A Holistic Model of User Experience for Living Lab Experiential Design Marc Pallot 1 , Kulwant Pawar 1 1 CEC, Nottingham University Business School, UK Abstract This paper introduces a holistic approach for describing a User eXperience (UX) model that is composed of different experience types, concepts and elements. Looking at the current UX body of knowledge, several theoretical and experimental models already exist and address various aspects of the resulting user experience when interacting with a product, such as perceived usefulness, ease of use, hedonic quality and visual attractiveness to cite just of few (Forlizzi & Ford, 2000; Morville, 2004; Mahlke, 2002; Hassenzahl et al., 2000). The resulting holistic model of UX is currently undergoing empirical experiments in three different use case domains appertaining to the Internet of Things (IoT) based services namely, wellbeing, environment and logistics. Previous results suggest that different aspects of experience are mostly independently perceived by the users while all significantly contribute to the intention to use a product/service. The iterative nature of the Living Lab experiential design and relevance of existing elements of UX as well as value co-creation are discussed. Finally, a view of the resulting holistic model is presented with a first set of preliminary conclusions. Keywords Living Lab, Holistic Model, Experiential Design, User Cocreation, User Experience 1 Introduction The new era of online networked communities and increasing consciousness on the paramount importance of citizens’ participation for tackling societal issues offers an unprecedented opportunity to reconcile the relationship between people and technology. The emerging paradigm shift from traditional Industrial Design towards Experiential Design enables to focus on human experience and patterns of usage as a corner stone in the design process, which condition the potential adoption of new technologies. It implies a deep impact on the way people design new products/services. Recently, Mike Demler 2 concluded in his article entitled ‘The design-to-cost imperative and customer value’ that: “Too many companies in mature competitive industries blame customers or the tough economy for driving down prices. The lesson from the most successful companies is to continually deliver greater value. Companies should focus more on how their engineers can design for value rather than obsess over balance-sheet-driven cost-cutting strategies, in which layoffs and outsourcing are all too prevalent.” Design engineers are increasingly pushed towards product design with high performances and low cost strategy, while this kind of approach is often insufficient to ensure product success. In contrast, the user co-creation strategy does not imply to start by designing functions but rather focus on designing for the most appropriate user experience that will ensure a high rate of product adoption. 2 Technical Editor -- EDN, February 3, 2011