Understanding UX Better: A New Technique to Go beyond Emotion Assessment
Leonardo Marques,
Patrícia Gomes Matsubara,
Walter Takashi Nakamura,
Bruna Moraes Ferreira,
Igor Scaliante Wiese,
Bruno Freitas Gadelha,
Luciana Martinez Zaina,
David Redmiles,
Tayana Uchôa Conte
Affiliations
Leonardo Marques
Institute of Computing (IComp), Federal University of Amazonas (UFAM), Avenida Rodrigo Otávio 6200, Manaus 69067-005, Brazil
Patrícia Gomes Matsubara
Institute of Computing (IComp), Federal University of Amazonas (UFAM), Avenida Rodrigo Otávio 6200, Manaus 69067-005, Brazil
Walter Takashi Nakamura
Institute of Computing (IComp), Federal University of Amazonas (UFAM), Avenida Rodrigo Otávio 6200, Manaus 69067-005, Brazil
Bruna Moraes Ferreira
Department of Informatics, Pontifical Catholic University of Rio de Janeiro (PUC-Rio), Rua Marquês de São Vicente 225, Rio de Janeiro 22451-900, Brazil
Igor Scaliante Wiese
Academic Department of Computing (DACOM), Federal University of Technology of Paraná (UTFPR), Campo Mourão 87301-899, Brazil
Bruno Freitas Gadelha
Institute of Computing (IComp), Federal University of Amazonas (UFAM), Avenida Rodrigo Otávio 6200, Manaus 69067-005, Brazil
Luciana Martinez Zaina
Departament of Computing, Federal University of São Carlos (UFSCar), Sorocaba 18052-780, Brazil
David Redmiles
Department of Informatics, University of California Irvine (UCI), Irvine, CA 92697, USA
Tayana Uchôa Conte
Institute of Computing (IComp), Federal University of Amazonas (UFAM), Avenida Rodrigo Otávio 6200, Manaus 69067-005, Brazil
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.
