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Managing Experience Design for an Internet Company

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Bo Young Kim, Professor, Seoul School of Integrated Sciences and Technology; Ji Hyun Lee, Professor, Seoul Womens’ University


The latter half of this decade has seen an explosion in what is often called Web 2.0 sites-blogs, wikis, and social networks-and the technology has quickly been adopted by businesses, as well. This new development has spurred Internet portal services, such as Google and Yahoo, to redouble their customer experience design efforts. In Korea, the country's leading Internet company, NHN, has also made user experience a priority. NHN's design center has been in existence since 2004 and comprises five business units that are all under the control of the company's design director-a position that has unprecedented authority and the respect of the company's founder. Bo Young Kim and Ji Hyun Lee, professors at the Seoul School of Integrated Sciences and Technologies and at Seoul Women's University, respectively, offer this case study about how experience design is managed at an Internet portal.




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Social Media, Customer Experience CX, Service Design, Innovation, Experience Design, CX Design, User Experience Design, Web Design

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