Abstract
An online system has become a priority for organisations or companies in many countries, as it allows many processes to be conducted via online platforms, which contributes to profit gain. There are different types of user experience (UX) evaluation models that have been proposed to guide the measurement and development process. However, most of these models only have dimensions, and there is no guidance for UX measurement on online systems. The lack of evaluation models for online system measurement requires further investigation. This paper aims to identify the gaps in UX evaluation models, and develop a conceptual UX evaluation model for online systems. The method used in this study includes reviewing several literatures and shortlisting the relevant publications on UX and online systems. After that, the gaps were identified from the existing UX evaluation model in the relevant publications based on the ISO standard. Then, the study identified the important components of UX, and proposed a new conceptual UX evaluation model for online systems. The results of the study are the identification of the gaps in existing UX evaluation models, and the development of a new conceptual UX evaluation model that is specifically for online systems. Therefore, the results help in considering UX dimensions, criteria, and metrics and potential UX components for evaluation and measurement. The paper contributes to system developers, designers, and also researchers for future UX evaluation model development for online systems. Future studies could use the reviewed UX evaluation models to identify relevant dimensions of online systems, and hence improve the model that they will develop. The findings may also be beneficial to organisations that own online systems by providing guidelines on important dimensions involved in their UX-based evaluations.
Highlights
Since the beginning of the millennium, computers have been widely utilised in various countries, resulting in a revolution in information and communication technology (ICT), known as the digital revolution
This paper conducted a literature review from online databases such as Scopus and Elsevier Science Direct about the current state of user experience (UX) evaluation for online systems, and the researchers have identified relevant papers that were selected for full review and critically analysed
It seems that the existing UX evaluation models do provide dimensions, they do not have criteria and metrics in supporting for more detailed and guided the measurement
Summary
Since the beginning of the millennium, computers have been widely utilised in various countries, resulting in a revolution in information and communication technology (ICT), known as the digital revolution. An online system is a platform used by any individual or organisation to perform their work through the Internet, whereby it is flexible and accessible to users [1]. Online platforms have been modernised, whereby the users can have access to all information at their fingertips. The users use the Internet in their daily lives to get information, shop, and communicate with chosen online systems. This priority is quickly expanding in emerging countries because it can help manage any transaction . Many governments and businesses support the delivery of online systems, which allows them to leverage existing technology transactions and interactions with higher efficiency and easy access [2]. UX encompasses product aspects and individual aspects, whereby these consist of users’ perception such as pragmatic and hedonic quality, aesthetics, user’s emotional experiences, expectations, and needs [21]
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