Improve the Customer Experience in the Purchase of Furniture

Abstract

The incorporation of information technologies (IT) has occurred in all sectors to improve processes, products, and/or services offered to customers. The new challenges posed by today’s world have affected companies in the area of sales, where Customer Experience is one of the most important factors for an organization. Technologies such as Virtual Reality and/or Augmented Reality (AR), as applied to business, have made Customer Experience different from its traditional one. The objective of this research was to develop a mobile application with AR to improve Customer Experience with compurchases, using the RUP methodology, and defining the software architecture, requirements, construction, and installation. The results show an improvement in customer attitude, purchase intention, customer satisfaction, interactivity, and Customer Experience. In conclusion, it can be said that the mobile application with AR had a positive impact on Customer Experience, which is a significant advance in the business.