Applying the Delphi Method for Consensus in Service Quality User Experience Research: Lessons From a Two-phase Design Study

This study explored the application of the Delphi method within a two-phase qualitative research design to develop and validate the dimensions of the Quality of User Experience (QUX) in smart services. Although qualitative methods have frequently been integrated with the Delphi technique in policy and sustainability research, its systematic application in user experience (UX) and service quality research remains underexplored. Phase One comprised semi-structured interviews and focus groups with product designers and users to inductively identify preliminary QUX dimensions. Phase Two involved a four-round Delphi study with a mixed panel of 21 participants to refine and validate these dimensions using predefined consensus thresholds, quantitative ratings, and qualitative feedback. Consensus was achieved on ten QUX dimensions, each exceeding the predetermined 85% agreement threshold in the final round. This study contributes methodologically by demonstrating how inductively derived qualitative constructs can be systematically validated through Delphi consensus within an interpretivist research design. It also advances knowledge management by illustrating how qualitative user experience data can be transformed into structured insights that support organisational learning, evidence-informed decision-making, and service innovation across diverse smart service contexts. By integrating thematic analysis with structured consensus-building, this study provides a transparent and replicable approach for validating emerging constructs in interdisciplinary research. The findings demonstrate the value of the Delphi method as a rigorous mechanism for qualitative construct validation, theory refinement, and development of user-informed frameworks for complex, technology-enabled service environments.