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► A ’UX Curve’ method is presented to evaluate long-term user experience. ► The method identifies loyal users who recommend their product to others. ► The method is useful for ...evaluating the quality of long-term user experience. ► The method provides user feedback that can be used to improve user experience.
The goal of user experience design in industry is to improve customer satisfaction and loyalty through the utility, ease of use, and pleasure provided in the interaction with a product. So far, user experience studies have mostly focused on short-term evaluations and consequently on aspects relating to the initial adoption of new product designs. Nevertheless, the relationship between the user and the product evolves over long periods of time and the relevance of prolonged use for market success has been recently highlighted. In this paper, we argue for the cost-effective elicitation of longitudinal user experience data. We propose a method called the “UX Curve” which aims at assisting users in retrospectively reporting how and why their experience with a product has changed over time. The usefulness of the UX Curve method was assessed in a qualitative study with 20 mobile phone users. In particular, we investigated how users’ specific memories of their experiences with their mobile phones guide their behavior and their willingness to recommend the product to others. The results suggest that the UX Curve method enables users and researchers to determine the quality of long-term user experience and the influences that improve user experience over time or cause it to deteriorate. The method provided rich qualitative data and we found that an improving trend of perceived
attractiveness of mobile phones was related to user satisfaction and willingness to recommend their phone to friends. This highlights that sustaining perceived attractiveness can be a differentiating factor in the user acceptance of personal interactive products such as mobile phones. The study suggests that the proposed method can be used as a straightforward tool for understanding the reasons why user experience improves or worsens in long-term product use and how these reasons relate to customer loyalty.
Despite the recent increase in interest in the experience sampling method (ESM), researchers have repeatedly criticised the high burden and levels of interruption that it imposes on participants, and ...alternative cost-effective methods, such as the Day Reconstruction Method (DRM), have been adopted by the Human-Computer Interaction (HCI) community. In this paper, we review the use of ESM and DRM in the HCI field and argue for a new paradigm called Technology-Assisted Reconstruction (TAR), according to which passively logged data of users' behaviours are used in assisting the later reconstruction of experiences and behaviours. We discuss five methods of Technology-Assisted Reconstruction that we have developed in our past work and conclude with a framework that highlights three directions for Technology-Assisted Reconstruction.
With an increasing inflow and outflow of users from social media, understanding the factors the drive their adoption becomes even more pressing. This paper reports on a study with 494 users of ...Facebook and WhatsApp. Different from traditional uses & gratifications studies that probe into typical uses of social media, we sampled users' single recent, outstanding (either satisfying or unsatisfying) experiences, based on a contemporary theoretical and methodological framework of 10 universal human needs. Using quantitative and qualitative analyses, we found WhatsApp to unlock new opportunities for intimate communications, Facebook to be characterized by primarily non-social uses, and both media to be powerful lifelogging tools. Unsatisfying experiences were primarily rooted in the tools' breach of offline social norms, as well in content fatigue and exposure to undesirable content in the case of Facebook. We discuss the implications of the findings for the design of social media.
•We studied users' recent, outstanding experiences with Facebook and WhatsApp.•WhatsApp was found to unlock new opportunities for intimate communication.•Facebook was characterized by primarily non-social uses.•Both media were found to be powerful lifelogging tools.
We introduce EmoSnaps, a mobile application that captures unobtrusively pictures of one’s facial expressions throughout the day and uses them for later recall of her momentary emotions. We describe ...two field studies that employ EmoSnaps in an attempt to investigate if and how individuals and their relevant others infer emotions from self-face and familiar face pictures, respectively. Study 1 contrasted users’ recalled emotions as inferred from EmoSnaps’ self-face pictures to ground truth data as derived from Experience Sampling. Contrary to our expectations, we found that people are better able to infer their past emotions from a self-face picture the longer the time has elapsed since capture. Study 2 assessed EmoSnaps’ ability to capture users’ experiences while interacting with different mobile apps. The study revealed systematic variations in users’ emotions while interacting with different categories of mobile apps (such as productivity and entertainment), social networking services, as well as direct social communications through phone calls and instant messaging, but also diurnal and weekly patterns of happiness as inferred from EmoSnaps’ self-face pictures. All in all, the results of both studies provided us with confidence over the validity of self-face pictures captured through EmoSnaps as memory cues for emotion recall, and the effectiveness of the EmoSnaps tool in measuring users’ momentary experiences.
Despite a wealth of behavior change theories and techniques available, designers often struggle to apply theory in the design of behavior change technologies. We present the Behavior Change Design ...(BCD) cards, a design support tool that makes behavioral science theory accessible to interaction designers during design meetings. Grounded on two theoretical frameworks of behavior change, the BCD cards attempt to map 34 behavior change techniques to five stages of behavior change, thus assisting designers in selecting appropriate techniques for given behavioral objectives. We present the design of the BCD cards along with the results of two formative and one summative study that aimed at informing the design of the cards and assessing their impact on the design process.
Ubiquitous crowdsourcing, or the crowdsourcing of tasks in settings beyond the desktop, is attracting interest due to the increasing maturity of mobile and ubiquitous technology, such as smartphones ...and public displays. In this paper we attempt to address a fundamental challenge in ubiquitous crowdsourcing: if people can contribute to crowdsourcing anytime and anyplace, why would they choose to do so? We highlight the role of motivation in ubiquitous crowdsourcing, and its effect on participation and performance. Through a series of field studies we empirically validate various motivational approaches in the context of ubiquitous crowdsourcing, and assess the comparable advantages of ubiquitous technologies' affordances. We show that through motivation ubiquitous crowdsourcing becomes comparable to online crowdsourcing in terms of participation and task performance, and that through motivation we can elicit better quality contributions and increased participation from workers. We also show that ubiquitous technologies' contextual capabilities can increase participation through increasing workers' intrinsic motivation, and that the in-situ nature of ubiquitous technologies can increase both participation and engagement of workers. Combined, our findings provide empirically validated recommendations on the design and implementation of ubiquitous crowdsourcing.
•We report 4 case studies on motivation to participate in ubiquitous crowdsourcing.•We demonstrate that motivation can affect levels of participation and performance.•We provide recommendations on designing ubiquitous crowdsourcing applications.
Reconstructing experiences with iScale Karapanos, Evangelos; Martens, Jean-Bernard; Hassenzahl, Marc
International journal of human-computer studies,
11/2012, Letnik:
70, Številka:
11
Journal Article
Recenzirano
We present iScale, a survey tool for the retrospective elicitation of longitudinal user experience data. iScale aims to minimize retrospection bias and employs graphing to impose a process during the ...reconstruction of one's experiences. Two versions, the constructive and the value-account iScale, were motivated by two distinct theories on how people reconstruct emotional experiences from memory. These two versions were tested in two separate studies. Study 1 aimed at providing qualitative insight into the use of iScale and compared its performance to that of free-hand graphing. Study 2 compared the two versions of iScale to free recall, a control condition that does not impose structure on the reconstruction process. Overall, iScale resulted in an increase in the amount, the richness, and the test–retest consistency of recalled information as compared to free recall. These results provide support for the viability of retrospective techniques as a cost-effective alternative to longitudinal studies.
► We present a survey tool for the retrospective elicitation of longitudinal UX data. ► iScale is rigorously grounded on competing theories of experience reconstruction. ► iScale employs graphing in imposing a structure in experience reconstruction. ► We report on two studies, a qualitative inquiry and an experimental study. ► iScale increased the amount, the richness and reliability of recalled information.
23 Ways to Nudge Caraban, Ana; Karapanos, Evangelos; Gonçalves, Daniel ...
Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems,
05/2019
Conference Proceeding
Odprti dostop
Ten years ago, Thaler and Sunstein introduced the notion of nudging to talk about how subtle changes in the 'choice architecture' can alter people's behaviors in predictable ways. This idea was ...eagerly adopted in HCI and applied in multiple contexts, including health, sustainability and privacy. Despite this, we still lack an understanding of how to design effective technology-mediated nudges. In this paper we present a systematic review of the use of nudging in HCI research with the goal of laying out the design space of technology-mediated nudging - the why (i.e., which cognitive biases do nudges combat) and the how (i.e., what exact mechanisms do nudges employ to incur behavior change). All in all, we found 23 distinct mechanisms of nudging, grouped in 6 categories, and leveraging 15 different cognitive biases. We present these as a framework for technology-mediated nudging, and discuss the factors shaping nudges' effectiveness and their ethical implications.
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