UX Curve: A method for evaluating long-term user experience
UX Curve: A method for evaluating long-term user experience
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DOI：
10.1016/j.intcom.2011.06.005
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发表时间：
2011-09-01
影响因子：
1.3
通讯作者：
Sinnela, Arto
中科院分区：
文献类型：
--
作者：
Kujala, Sari;Roto, Virpi;Sinnela, Arto
工业中用户体验设计的目标是通过与产品交互时提供的实用性、易用性和乐趣来提高客户满意度和忠诚度。到目前为止，用户体验研究主要集中在短期评估，因此与新产品设计的初步采用有关的方面。然而，用户和产品之间的关系在很长一段时间内不断演变，最近强调了长期使用与市场成功的相关性。在本文中，我们认为具有成本效益的启发纵向用户体验数据。我们提出了一种称为“UX曲线”的方法，旨在帮助用户回顾性地报告他们对产品的体验如何以及为什么随着时间的推移而发生变化。用户体验曲线方法的有用性进行了评估，在定性研究与20个移动的手机用户。特别是，我们调查了用户对他们使用移动的手机的体验的特定记忆如何指导他们的行为以及他们向他人推荐产品的意愿。结果表明，用户体验曲线方法使用户和研究人员能够确定长期用户体验的质量以及随着时间的推移改善用户体验或导致其恶化的影响。该方法提供了丰富的定性数据，我们发现，改善的趋势感知的吸引力的移动的手机与用户满意度和愿意推荐他们的手机给朋友。这突出表明，持续感知的吸引力可以是用户接受个人互动产品（如移动的电话）的一个差异化因素。该研究表明，所提出的方法可以作为一个简单的工具来理解为什么用户体验改善或在长期的产品使用的原因，以及这些原因如何与客户忠诚度。(C)2011年英国信息学会有限公司。Elsevier B.V.出版，保留所有权利。
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. (C) 2011 British Informatics Society Limited. Published by Elsevier B.V. All rights reserved.