Understanding UX Better: A New Technique to Go beyond Emotion Assessment

Abstract

User experience (UX) is a quality aspect that considers the emotions evoked by the system, extending the usability concept beyond effectiveness, efficiency, and satisfaction. Practitioners and researchers are aware of the importance of evaluating UX. Thus, UX evaluation is a growing field with diverse approaches. Despite various approaches, most of them produce a general indication of the experience as a result and do not seek to capture the problem that gave rise to the bad UX. This information makes it difficult to obtain relevant results to improve the application, making it challenging to identify what caused a negative user experience. To address this gap, we developed a UX evaluation technique called UX-Tips. This paper presents UX-Tips and reports two empirical studies performed in an academic and an industrial setting to evaluate it. Our results show that UX-Tips had good performance in terms of efficiency and effectiveness, making it possible to identify the causes that led to a negative user experience, and it was easy to use. In this sense, we present a new technique suitable for use in both academic and industrial settings, allowing UX evaluation and finding the problems that may lead to a negative experience.

Evaluating the Effects of a Self-Help Mobile Phone App on Worry and Rumination Experienced by Young Adults: Randomized Controlled Trial

“…To assess user's perspective on the app, participants were asked to rate the app on its ease of use, look and feel, features and content on a 5-point Likert scale of 1 (terrible) to 5 (brilliant) as well as provide qualitative feedback about the positives and negatives of using the app. These questions were devised by the lead researcher and adapted from components of the Technology Acceptance Model (TAM) and User Experience (UX) design approaches [67,68].…”

Rentez: A Simplified Rental App Experience Designed to Promote Transparency and Verification

“…They used a strong bot detection programme for this purpose, which analyses over 1000 account behaviour and content elements in order to determine whether or not a Twitter user's behaviour is likely automated or fake (Sykora et al, 2022). Marques et al (2021) discusses their study on UX-Tips, consisting of 13 UX dimensions and 29 evaluative items. "Aesthetics, Emotion, Engagement, Innovativeness, Social, Physical Characteristics, Utility, Control, Learning and Ease of Use, Efficiency, Feedback, Value-Added, and Satisfaction are the dimensions" (Marques et al, 2021).…”

“…Marques et al (2021) discusses their study on UX-Tips, consisting of 13 UX dimensions and 29 evaluative items. "Aesthetics, Emotion, Engagement, Innovativeness, Social, Physical Characteristics, Utility, Control, Learning and Ease of Use, Efficiency, Feedback, Value-Added, and Satisfaction are the dimensions" (Marques et al, 2021). According to the author, one of this technique's primary goals is to aid a holistic evaluation of UX, capturing both application issues and the emotions these issues elicited in users.…”

“…When defining dimensions, some of these emotions are considered: whether the product is fun and alluring or if it meets user expectations. It is also essential to check for negative feelings like anger, sadness, and depression (Marques et al, 2021).…”

Emotion Recognition in Usability Testing: A Framework for Improving Web Application UI Design

“…Researchers often explore measuring and understanding user experience [2] and improving UX practices using data science and process automation, particularly in agile project activities [3]. Marques et al proposed a UX evaluation technique [8] that helps identify the causes that lead to a negative user experience. It is crucial to understand end users' needs and problems to enhance system usability.…”