Abstract
Positive user experience (UX), including its pragmatic and hedonic aspects, is a central design target for interactive products and services. Increasingly, Web services are developed for both PCs and mobile terminals to support user needs for media content management and social interaction. Even though many UX models have been developed over the last decade, the specific characteristics affecting UX of Web services have not been studied systematically. In this paper we present the first phase of our service UX study in which three Web services were evaluated by three UX experts each, using an initial set of service UX evaluation heuristics. We discuss how well these heuristics covered the positive and negative service UX evaluation findings, and how the heuristics and the expert evaluation approach of UX should be developed further.
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