Application of the Solution for Analysis of IT Systems Users Experience on the Example of Internet Bank Usage

Abstract

AbstractConsequential and systematic analysis of IT systems usage with the aim to improve end-user experience is one of the most crucial in the era of total life digitalization. In fact, there are different methods for user’s behaviour analysis in the context of his experience assessment; however the corresponding tools mostly are focused on visual representation of user’s activities and system states transitions. User’s journey maps are a common user experience (UX) notation, which, depending on the context, can be used in a variety of ways. In UX tools, it is supported at the user interface (UI) development and testing stages as extended notation in multiple possible shapes, sizes, and formats. eStepControl is a tool, which supports identification and visual representation of IT system users behaviour, integrating UX analysis based on users journeys maps and gives an ability to analyse data about user sessions – to identify the most interesting cases for UX specialist and to make appropriate conclusions. The goal of this paper is to demonstrate functionality of eStepControl on the example of an internet bank, which is a suitable and logical representative of high UX importance in IT systems. This article covers brief description of the approach used for UX analysis, based on machine learning algorithms, statistical analysis methods and graph search and transformations techniques, as well as shows real UX analysis use cases of eStepControl tool for one day usage of the internet bank.KeywordsIS usabilityMachine learningUser experience (UX)eStepControl