User Experience Management Research Articles

The Pervasive Impact of Software Engineering and Architecture: A Multi-Industry Analysis

This article presents a comprehensive analysis of the ubiquitous role of software engineering and architecture across diverse industries in the modern digital landscape. Through a combination of literature review, industry case studies, and expert interviews, we examine how core software engineering principles—such as scalability, security, user experience, and data management—are applied and adapted in sectors ranging from e-commerce and fintech to healthcare, transportation, media, manufacturing, and government services. Our findings reveal both common challenges and industry-specific innovations in areas such as blockchain technology, telemedicine, autonomous vehicles, and industrial IoT. We also explore emerging trends, including the integration of artificial intelligence, edge computing, and quantum computing, and their potential impact on future software architectures. Furthermore, this article addresses critical ethical considerations and societal implications, including data privacy, job displacement, and the digital divide. By synthesizing these multifaceted perspectives, we provide valuable insights for both industry practitioners and academic researchers, highlighting the transformative power of software engineering in shaping the technological foundations of contemporary society and identifying key areas for future research and development.

Describing the Framework for AI Tool Assessment in Mental Health and Applying It to a Generative AI Obsessive-Compulsive Disorder Platform: Tutorial.

As artificial intelligence (AI) technologies occupy a bigger role in psychiatric and psychological care and become the object of increased research attention, industry investment, and public scrutiny, tools for evaluating their clinical, ethical, and user-centricity standards have become essential. In this paper, we first review the history of rating systems used to evaluate AI mental health interventions. We then describe the recently introduced Framework for AI Tool Assessment in Mental Health (FAITA-Mental Health), whose scoring system allows users to grade AI mental health platforms on key domains, including credibility, user experience, crisis management, user agency, health equity, and transparency. Finally, we demonstrate the use of FAITA-Mental Health scale by systematically applying it to OCD Coach, a generative AI tool readily available on the ChatGPT store and designed to help manage the symptoms of obsessive-compulsive disorder. The results offer insights into the utility and limitations of FAITA-Mental Health when applied to "real-world" generative AI platforms in the mental health space, suggesting that the framework effectively identifies key strengths and gaps in AI-driven mental health tools, particularly in areas such as credibility, user experience, and acute crisis management. The results also highlight the need for stringent standards to guide AI integration into mental health care in a manner that is not only effective but also safe and protective of the users' rights and welfare.

Consumer Trust in Digital Banking: A Qualitative Study of Legal and Regulatory Impacts

The shift towards digital banking has significantly transformed the financial landscape, necessitating a deeper understanding of the factors influencing consumer trust. This study aims to explore how legal and regulatory frameworks, coupled with perceived security measures, impact consumer trust in digital banking services. A qualitative research design was employed, using semi-structured interviews to gather data from 30 participants who use digital banking services. Participants were selected through purposive sampling to cover a broad demographic range. Data were collected to achieve theoretical saturation and analyzed using NVivo software to identify emerging themes and patterns. The analysis revealed three main themes: Regulatory Impact, Perceived Security, and Consumer Trust Dynamics. Regulatory Impact included categories such as Compliance Standards, Consumer Protection Policies, Transparency, and Enforcement and Penalties. Perceived Security was detailed through Technological Safeguards, Risk Management, User Experience, and Data Management. Consumer Trust Dynamics comprised Initial Trust Formation, Trust Maintenance, Impact of Negative Experiences, Role of Peer Influence, and Long-term Relationship Building. The study concluded that a robust legal and regulatory framework, effective security measures, and dynamic trust-building practices are pivotal in fostering consumer trust in digital banking. Transparent regulations, advanced security technologies, and proactive customer relationship management are essential for banks to maintain and enhance trust among users.

Requirements for User Experience Management - A Tertiary Study

Today’s users expect to be able to interact with the products they own without much effort and also want to be excited about them. The development of a positive user experience must therefore be managed. We understand management in general as a combination of a goal, a strategy, and resources. When applied to UX, user experience management consists of a UX goal, a UX strategy, and UX resources. We conducted a tertiary study and examined the current state of existing literature regarding possible requirements. We want to figure out, what requirements can be derived from the literature reviews with the focus on UX and agile development. In total, we were able to identify and analyse 16 studies. After analysing the studies in detail, we identified different requirements for UX management. In summary, we identified 13 requirements. The most frequently mentioned requirements were prototypes and UX/usability evaluation. Communication between UX professionals and developers was identified as a major improvement in the software development process. In summary, we were able to identify requirements for UX management of People/Social, Technology/Artifacts, and Process/Practice. However, we could not identify requirements for UX management that enabled the development and achievement of a UX goal.

Advancements and Challenges in Energy-efficient 6G Mobile Communication Network

The arrival of 6G mobile communication networks is anticipated to revolutionize the technological landscape, bringing about profound innovations. This research paper explores the various technological advancements that will pave the way for the advent of 6G networks, with a particular focus on addressing energy consumption. It is widely recognized that energy efficiency plays a crucial role in the evolution of 6G networks. To enhance network performance, user experience, and resource management, the integration of Artificial Intelligence (AI) is expected to be a pivotal technology. AI-based solutions can effectively optimize energy usage and contribute to the overall efficiency of 6G networks. Furthermore, the incorporation of wireless communication systems, telecommunication, and the Internet of Things (IoT) will be integral to the infrastructure of 6G networks. The need for significant enhancements in 6G networks is also examined in this study. Ensuring the safety and protection of 6G networks from cyber threats becomes increasingly important due to the growing reliance on networked communication and the sensitive nature of transmitted information. Cutting-edge security methods such as homomorphic encryption and blockchain technology may be essential in this regard. Moreover, this research paper explores the impact of 6G networks on various domains and discusses the challenges that must be overcome to unlock the technology’s full potential. To ensure responsible adoption and usage of 6G networks, the development of new business models and regulatory frameworks may be necessary to support their implementation while addressing energy consumption concerns.

Approaches to manage the user experience process in Agile software development: A systematic literature review

Software development companies use Agile methods to develop their products or services efficiently and in a goal-oriented way. But this alone is not enough to satisfy user demands today. It is much more important nowadays that a product or service should offer a great user experience — the user wants to have some positive user experience while interacting with the product or service. An essential requirement is the integration of user experience methods in Agile software development. Based on this, the development of positive user experience must be managed. We understand management in general as a combination of a goal, a strategy, and resources. When applied to UX, user experience management consists of a UX goal, a UX strategy, and UX resources. We have conducted a systematic literature review (SLR) to analyse suitable approaches for managing user experience in the context of Agile software development. We have identified 49 relevant studies in this regard. After analysing the studies in detail, we have identified different primary approaches that can be deemed suitable for UX management. Additionally, we have identified several UX methods that are used in combination with the primary approaches. However, we could not identify any approaches that directly address UX management. There is also no general definition or common understanding of UX management. To successfully implement UX management, it is important to know what UX management actually is and how to measure or determine successful UX management.

The Use Of User Experience (UX) And Multimedia Project Management (MPM) To Produce Learning-Module Videos For Autism Children: A Post-Study Focus Group Session With Autism Caretakers

Autism is a condition where one has challenges in controlling their social skills and behaviours. Autism affects their communications with people surrounding them. WHO reports one in every 160 children has autism. Interventions are needed by the autism community to assists them in teaching the autism students and managing the autism centers. User Experience (UX) and Multimedia Project Management (MPM) are used to produce learning-module videos for autism children. An 8-week field study of a summative evaluation on the use of the video was conducted. A post-study focus group discussion was then discussed with three caretakers regarding the use of the video for 1) the students learning skills and for 2) the caretakers to teach the students. The findings show using MPM and UX for developing videos for autism children is positive for both questions. However, further investigation on the learning capability of the autism students can be explored.

User Experience Evaluation of Cross‐Channel Consumption: Based on Grounded Theory and Neural Network

With the rapid development of e‐commerce technology, cross‐channel consumption has become the mainstream mode of contemporary consumers. However, there are several problems of cross‐channel consumption such as inconsistency of online and offline channel information and service, disfluency of channel switching which have brought adverse effects on user experience. The question arises here as to what factors influence user experience and how to build a scientific and effective evaluation index system. Different from previous studies based on sellers, this paper used grounded theory to analyze and summarize the evaluation index system of user experience under cross‐channel consumption from the perspective of consumers. We summarized and refined four first level indexes which are “online platform attribute, offline entity attribute, channel switching attribute, and individual demand” and 13 second level indexes which are “platform operation, platform information, platform service, platform promotion, product quality, service quality, environment quality, channel consistency, channel switching cost, channel switching fluency, psychological expectation, personal interests and individual needs.” Then, we used BP neural network to build the evaluation model and trained and simulated the performance of the sample. The results show that the evaluation model has a good generalization ability and can effectively evaluate user experience under cross‐channel consumption. Finally, implications and limitations are also discussed. This study helps to enrich the theoretical research on user experience and consumer behavior. It also provides targeted basis for in‐depth analysis of cross‐channel consumption behavior, establishment of user experience evaluation index system, and improving user experience and multichannel management of physical stores.

The current state and future of internet technology-based hypertension management in Japan.

Internet-based information and communication technology is altering our lives. Although medicine is traditionally conservative, it can benefit in many ways from adopting new technology and styles of care. Hypertension is a prime condition for the practical application of digital health management because it is prevalent and undercontrolled, and its primary index, home blood pressure, can be effectively telemonitored. Compared to other conditions that require laboratory measures or the use of drugs with frequent side effects, hypertension can be managed without actual office visits with sufficiently low risk. In this review of hypertension in Japan, we discuss the current and somewhat fragmented state of internet technology and the components and processes necessary for smooth, integrated, and multidisciplinary care in the future. Although further clinical trials are required to show the safety and efficacy of information and communication technology-based care for hypertension, the deployment of telemonitoring and telemedicine in daily practice should be expedited to solve the hypertension paradox. Challenges remain relating to cost, data integration, the redesigning of team-based care, and the improvement of user experience, but information and communication technology-based hypertension management is sure to become pivotal in improving public health.

Promotion depth versus breadth: The effect of mobile promotion and the moderation of social closeness and technical smoothness

Abstract As smartphones have become ubiquitous, mobile promotion has become increasingly common in mobile commerce because of its marketer-generated content (MGC). However, the sharing effectiveness of mobile promotional information is extremely low. Although this is a major problem for retailers, few studies have evaluated it. This study empirically investigates the distinct effects of promotion depth and breadth in mobile MGC on users’ instant and distant sharing, and the moderating effect of user experiences (i.e., social closeness and technical smoothness). We use a variety of methods, including a secondary data of 241 MGC posts, 434 questionnaires, a focus group interview and text mining technique. After correcting the endogenous issues with an instrumental variable approach, we find the type effect of mobile promotion. Promotion depth encourages users’ instant sharing but does not increase distant sharing, whereas promotion breadth reduces users’ instant sharing but increases distant sharing. Social closeness facilitates the positive effects and attenuates the negative effects of mobile promotion on user sharing over time, whereas technical smoothness strengthens the effect of mobile promotion depth on instant sharing but weakens its effect on distant sharing. Our study contributes to information seeking theory and user experience research and also has implications for mobile commerce and user experience management strategies.

Qualitysaude: assessing the experience of using SUS by translating knowledge from experts and users

Abstract Background Nationally-based opinion polls showed population dissatisfaction ranging from 54 to 93% and increased from 61% in 2011 to 75% in 2018 (1). The user satisfaction is multifaceted and difficult to measure a field of interest for health decision makers. There is no standardization of quality and satisfaction measurement systems in SUS (1). So, what is the value of SERVQUAL questions for the construction of a SUS satisfaction scale? Methods The research is observational, transversal, using a mixed method of evaluation, within the PhD from the University of Coimbra. The Likert scale (1 to 5) was used to valuation of 195 professionals and 506 users that were assessed by descriptive and inferential statistics. Results Have been validated the 20 questions, 13 sub-dimensions and the five original macro-dimensions (Tangibility, Reliability, Responsiveness, Empathy, and Assurance) by high averages - professionals (>3, IC 3.72-4.69) e users (∼ 4, IC 3.8-4.49). There was mediation (p ≤ 0.005) of the variables level of attention and level of complexity (Users). In the inferential analysis, the reliability and validity of the five Servqual macrodimensions with convergent validation were ensured (AVE > 0,40), adequate reliability (A.C. > 0,60 ou C.C. > 0,60), unidimensionality and discriminant validation (VCM < AVE), but only 15 subdimensions (factor load > 0.50) made up the final model Conclusions The collaborative process, which can be expanded to other contexts or countries, validated a SUS quality assessment model with 20 proposed and validated questions, aligned with the five dimensions of the Servqual scale. Moita GF et al - uma adaptação transcultural multicêntrica dos constructos da escala Servqual de satisfação para o SUS... Rev Serv Público. 2019:325-64. Key messages An innovative SUS quality and satisfaction assessment scale was validated and applied to a web prototype (QualitySaúde), referring to the user experience and SUS management items. The collaborative process validated a SUS quality assessment model with 20 proposed and validated questions, aligned with the five dimensions of the Servqual scale.

Indexing higher-education websites: creation, design, and content management

This article explores the nature of site indexes in higher-education websites through a consideration of indexing principles, design variations, functionality issues, and possible uses of site indexes for augmenting user experience, website design, and institution-level information management practices.

AIEM: AI-enabled affective experience management

Nowadays, with rapid development of artificial intelligence technology, the emerging human–machine interaction application researches grow up with machine intelligence, cognitive science and CEM (Customer Experience Management). This paper puts forward a new AIEM (AI-enabled affective experience management) method, blends AI and CEM in the emotion recognition and interactive intelligence application. Besides, in order to create good user experience, AIEM method also strives for the intelligence at various phases of emotion acquisition, emotion recognition, and emotion interaction. This paper introduces the composition and architecture of AIEM from three aspects, i.e. intelligent management of emotion data collection, accuracy management of emotion recognition, and real-time management of emotion interaction. Then we use advanced algorithm and model in two phases of emotion recognition algorithm and emotion computing offloading. Moreover, we select two deep learning algorithms (VGG-Net and Alex-Net) for facial expression recognition and speech emotion recognition, respectively. In the experiment using AIWAC system in real environment, we evaluate the emotion interaction delay in different computing nodes (Cloud and Edge) using AIEM method. Experiment results show that our method can provide intuitive and reasonable user experience management, and select suitable computing nodes for users. Finally, we provide summary and prospect for the future research proposal.

Enabling the digital fashion consumer through fit and sizing technology

Online fashion retailing is a major growth area. Innovative online fit and sizing technologies that facilitate purchase continue to develop and launch, however, problems associated with digital expectations of fit and size in consumer decision-making remain unresolved. This research focuses on 20 prominent fit and size technologies from a sample of 30 and uses content analysis to examine website design and operation. Content analysis, combined with an extended literature review, enables the linking of academic theory and practice. The research provides the basis for a discussion of best practice utilisation of fit and sizing technology through the Omni-fit model, which accounts for the combination of technological approaches and the emerging influence of augmented and virtual reality fashion technology. The results include the need for improvements to 3D visualisation, user experience, and online customer relationship management of existing websites, aligned with Omni-channel retailing practice.

Method for Game Development Driven by User-eXperience: a Study of Rework, Productivity and Complexity of Use

The growing capabilities and revenues of video game development are important factors for software companies. However, game development processes could be considered im-mature, specifically in the design phase. Ambiguous requirements in game design cause rework. User-eXperience (UX) is usually assessed at the end of the development process, causing difficulties to ensure the interactive experience between the game and users. To reduce these problems, this paper proposes a method for Game Development driven by User-eXperience (GameD-UX) that integrates a repository based on requirements engineering, a model for user experience management, and an adjusted agile process. Two experiments were conducted to study rework and productivity of video game development. Results of the first experiment revealed that GameD-UX causes less rework than conventional approaches, but it induces lower productivity. A tool for supporting the GameD-UX method was developed by considering the lessons learned. The second experiment showed that the software tool increases the productivity and reduces the complexity of use of GameD-UX.

User eXperience Management from Early Stages of Computer Game Development

The video game industry is becoming increasingly important due to its revenues and growing capabilities. User eXperience (UX) is an important factor which contributes to the acceptance of a video game. The UX is usually assessed at the end of the development process, and for this reason it is difficult to ensure an adequate level of interactive experience between computer game and players. Cancelation of projects or even bankruptcy of a company can be caused by bad management of UX. In this paper, we propose the game experience management (GEM), a method to evaluate, manage, measure and track the UX from early stages of computer game development. In order to compare the proposal against a method comprised by conventional approaches, teams of master degree students were formed for developing six tower defense games for teaching basic multiplication operations; surveys were conducted to compare the UX of games. In this setting, we find that games developed with GEM significantly improve UX by increasing the puppetry and consequently reducing player frustration.

User-centered applications: Use of mobile information technologies to promote sustainable school healthcare services

The youth, especially school going children, are the future of any society. It is therefore important that children should receive adequate healthcare support at an early age in order to strive to preserve and ensure better education and welfare of the children and continuity in societal success. Despite the strategic initiatives that aim at improving the general health of school going children, such as South Africa’s Integrated School Health Policy, there still exist challenges in support programmes meant to alleviate the barriers to effective healthcare towards improved education for the school children.
 
 Advances in ICT enable a fundamental redesign of healthcare processes based on the use and integration of electronic communication at all levels. New communication technologies can support a transition from institution centric to user-centric applications. This paper defines key principles and challenges for designers, policy makers, and evaluators of user-centred technologies for healthcare in schools. The paper employs the User Experience Management Model (UXM2) to review the current and emerging trends, and highlights challenges related to the design of a typical m-ICT application that supports delivery of healthcare in schools. The paper reaches conclusions for next steps that will advance the domain.

Beyond Remediation: The Role of Textual Studies in Implementing New Knowledge Environments

This article considers the role of textual studies in a digital world and reviews the work of a particular group of digital textual scholars. Specifically, the article examines the work of the Textual Studies team at the Implementing New Knowledge Environments project (INKE.ca), a group of digital textual scholars working on user experience, interface design, and information management with the goal of better understanding how reading is changing in the context of digital media. INKE’s work rethinks what the book can become and aims to generate prototypes to be shared on an open-source basis with the public.

Understanding Long-Term Collaboration: Reflections on Year 1 and Before

This article considers the results of an ongoing study of research collaboration within a cross-country research team in the digital humanities. The INKE group (or, Implementing New Knowledge Environments) is in its first year of funding for projects in the areas of Interface Design, Textual Studies, User Experience and Information Management. The author presents initial findings on the challenges and advantages to collaborative work on such a large-scale project.

Implementing New Knowledge Environments: Year One Research Foundations

In this 2009 article, we present details of the first year work of the INKE (Implementing New Knowledge Environments) research group, a large international, interdisciplinary research team studying reading and texts, both digital and printed. The INKE team is comprised of researchers and stakeholders at the forefronts of fields relating to textual studies, user experience, interface design, and information management. We aim to contribute to the development of new digital information and knowledge environments that build on past textual practices. We discuss our research questions, methods, aims and research objectives, the rationale behind our work and its expected significance—specifically as it pertains to our first year goals of laying a research foundation for this endeavour.