Abstract
We introduce an approach that supports researchers and practitioners to determine the quality of first-time user experience (FTUX) and long-term user experience (LTUX), as well as to identify critical issues with these two types of UX. The product we chose to study is a mobile fitness application. Mobile apps tend to have a much shorter service life than most other products; thus, the developers/designers need to pay great attention to both first-time and long-term user experience. This study is based on a multi-method approach. We employed the AttrakDiff questionnaire to assess users’ first impressions of the app, and the UX Curve method to evaluate how users’ experience of the app has changed over time. Besides the quantitative data, which helped to determine the quality of user experience, we also collected qualitative data during two interviews with participants, and focused on the issues that predominantly deteriorated user experience. A four-coordinate plane tool was designed later in the data analysis process that combined the two kinds of user experience data at the same time, which led to a qualitative positioning of the user experience status of a certain product. The model was further successfully adopted in the identification of user experience issues of an online fitness application.
Highlights
In 1998, Pin and Gilmore claimed that “ on, leading-edge companies—whether they sell to consumers or businesses—will find that the competitive battleground lies in staging experiences” [1]
The UX Curve has proven to be an effective method for measuring the hedonic qualities of user experience, and it is confirmed that experiential factors such as enjoyment and pleasure play an essential role in long-term user experience, and in customer loyalty [30]
We focused on the six issues that were mentioned the most
Summary
In 1998, Pin and Gilmore claimed that “ on, leading-edge companies—whether they sell to consumers or businesses—will find that the competitive battleground lies in staging experiences” [1]. To achieve sustainable development of mobile apps, we agree with researchers who emphasize positive long-term user experience. Very few studies have evaluated the first-time user experience, despite its importance to the success of the product [19]. To this end, we developed this study to assess users’ first impressions, as well as how their relationship with the product had changed in the long-term. We developed this study to assess users’ first impressions, as well as how their relationship with the product had changed in the long-term From our perspective, both the first-time and the long-term user experience should be considered if companies aim to select the right design options from UX evaluation feedback.
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