16 September 2012

UX Curve: A method for evaluating long-term user experience

Be the first to share

UX Curve: A method for evaluating long-term user experience
Sari Kujala (a), Virpi Roto (b), Kaisa Väänänen-Vainio-Mattila (a), Evangelos Karapanos (c), Arto Sinnelä (a)
a) Tampere University of Technology, Finland
b) Nokia Research Center, Finland
c) Eindhoven University of Technology, Dept of Industrial Design, Netherlands
Article in Press – Elsevier – Interacting with Computers

—————

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.

Be the first to share
26 March 2015
Gov.uk’s open policy making toolkit – practical guidance on ethnography and more
The Gov.uk open policy making toolkit is a practical guide to techniques that can help you make better policy. The toolkit, which brings together the latest techniques to improve making and delivering policy, is based on …
7 March 2015
Why most customer experience efforts fail
It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat. Forrester found that only 25% of CX professionals say their companies’ CX programs actually improve customer experience, and Avaya recently …
2 March 2015
Human-centered design should be a CMO’s best friend
The average tenure of a CMO is just 45 months, according to a recent study released by executive recruiting firm Spencer Stuart. Fortunately, for CMOs in need of help, there's an elegant and simplistic process called …
1 March 2015
Italian bank offers user-friendly home security kit
The Smart Care unit of the insurance arm of the Italian bank Intesa Sanpaolo has just launched an innovative home security offering. Branded "ACasaConMe" [AtHomeWithMe], the service combines a personalized insurance package and a security kit …
28 February 2015
Open Policy Making: A people-centred approach to transform UK local services
Open Policy Making is about recognising that top down thinking and decision making no longer can deliver the range of services that people and communities have come to expect in a connected society, writes William …
31 January 2015
Internet psychologists study how the Web affects us
​In a pretty short period of time, the internet has changed how we take care of our basic needs, stand up for ourselves, and talk to each other. But psychologists are still debating how much …
19 January 2015
The agency is dead. Long live the agency.
The traditional agency model is physically more than alive on a small scale, but mentally has been stagnating, writes Tobias van Schneider, Product Design Lead at Spotify NYC: Agencies are now tasked to find their own voice, …
19 January 2015
In the age of the Internet of Things, all products are software products
Esko Kilpi, the principal of Esko Kilpi Ltd, a leading research and consultancy firm focusing on the art of interaction, science of social complexity and the design of digital work, writes about how the value …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

30 October 2014
The BancoSmart ATM by Experientia for UniCredit selected for ADI Design Index

Last year Experientia designed the interface of an ATM of UniCredit, a major Italian bank. The interface is now rolled out across the bank’s ATMs in Italy, to great satisfaction of the bank and the customers alike, since interaction speed is much faster and error rates went down dramatically. Last year UniCredit and Experientia also […]

See all articles