Abstract
Inter-platform consistency is a central inter-usability attribute in cross-platform service design. However, limited studies have investigated the importance of the different characteristics of inter-platform consistency for user experience (UX) of cross-platform services. A discounted, easy, fast inter-platform inspection method for cross-platform service design is still unavailable. In this paper, the authors present the results of a study on inter-platform service consistency using a new inspection method. Three UX experts evaluated three cross-platform services using predefined inter-platform consistency heuristics (perceptual, lexical, operational, and compositional). The evaluation yielded 287 inter-platform consistency findings (194 negative and 93 positive). The results indicated that all predefined consistency heuristics that represent inter-platform consistency characteristics are important and should be considered when designing the UX of cross-platform services. The evaluators assessed our inspection method and found it appropriate and effective.
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