Measuring UX at Work: A Diary Study of Healthcare Workers Ordinary Experiences with mHealth Apps

Abstract

This study investigates the user experience (UX) of healthcare workers (HCWs) when utilising mobile health applications (mHealth apps) in their daily work. It builds upon existing literature on UX, specifically focusing on UX at work, which encompasses the dynamic interplay between users, technology, contexts of use, and tasks. Data was collected over a period of fifteen days using the AttrakDiff instrument, a widely used UX measurement tool. The findings validate the suitability of AttrakDiff in the work context, with HCWs' responses aligning with its three-factor structure: Pragmatic Quality (PQ), Hedonic Quality Identification (HQI), and Hedonic Quality Stimulation (HQS). The trend in our data shows HCWs' UX to be ordinary at the middle of the scale, and with little change over time. These findings align with previous research on ordinary UX and provide specific insights into the healthcare work domain. Furthermore, the study reveals that HQI has a stronger impact on attractiveness (ATT) compared to HQS, while PQ demonstrates a similar effect to HQS. These findings highlight the significance of prioritising the design of mHealth apps to emphasise hedonic qualities, thereby enhancing user satisfaction and fostering long-term engagement. By incorporating elements of enjoyment, pleasure, and user engagement, mHealth apps can provide more meaningful experiences beyond their functional utility. The study draws upon theoretical perspectives from UX and positive psychology, emphasising the importance of designing mHealth apps that prioritise pleasurable and engaging experiences to optimise user satisfaction and engagement.