Modeling user experience: A case study on a mobile device

Abstract User experience (UX) consists of all aspects of interactions between a user and a product. Recently, many studies have been conducted to define the UX concept, but few studies have attempted to quantify UX. This paper proposed quantification models that integrate major elements of UX into a single index. A variety of models were proposed and evaluated including compensatory (i.e. simple linear, polynomial and S-shaped value) and non-compensatory (i.e. conjunctive and disjunctive) models. A case study with a commercial tablet PC was conducted in which a total of 26 subjects participated in a laboratory environment. Each participant performed a pretest ensuring the ability to make ratio judgments and then evaluated predefined dimensions with the modified magnitude estimation procedure. A total of 22 hierarchical dimensions were evaluated such as overall UX, its elements (i.e. usability, affect and user value) and sub-elements. Both compensatory and non-compensatory models had high performance in terms of goodness of fit. The results of this study are expected to help product or service designers develop indices representing an overall UX value. Relevance to industry This study proposed quantification models that aggregate elements of UX. Although the UX index has been controversial, the single value developed by the models can be expected to help decision-makers understand about products or services intuitively.

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