UX Curve
In the user experience (UX) design process, there is a heavy emphasis on evaluating the user's response immediately following use of a product. UX curve aims to look further into the long-term satisfaction and experience. The user's experience with anything evolves over time. Whether it is due to learning more about how a product works or figuring out idiosyncrasies over time, the first time a user does something versus using it months later will likely be different.
Most of the current UX evaluation methods focus on single behavioural episodes and momentary evaluations, and only 36% of methods focus on long-term periods of experience.[1] When utilizing the UX curve, designers can better address customer satisfaction and usability when they know what day-to-day and extended use looks like.
Application
In 2011, a group of computer scientists in Finland developed and applied their UX curve concept. After piloting and improving their proposed method, the curve was created. To validate the UX curve method, a study was completed on a long-term use product. Feedback and data on a group of 20 mobile phone users were collected between 3 and 12 months.[2]
Users were asked to complete their own curves outlining how their relationship toward the phone had changed from the first time they had used it until the present. They also drew four other curves from different UX perspectives: attractiveness, ease of use, utility, and degree of usage. From this study, qualitative data were collected that could be used to trend the perceived attractiveness of mobile phones, and how that related to user satisfaction and willingness to recommend a phone to friends. The data collected suggests that the UX curve can be a useful tool in understanding why UX improves or worsens in long-term products, and how this relates to customer loyalty.
Tools used
Initial questionnaire
Collected basic information on study subjects. This includes basic demographic information as well as specific information on mobile phone use, expectations, and emotional responses.
Curve drawing templates
Curve drawings mentioned in application. There were a total of five drawings per participant (one on the relationship with the mobile phone, and four from UX perspectives.)
Final questionnaires
At the end of the session, the participants were asked to fill in a questionnaire giving their overall evaluation of the phone, repurchase intentions, and willingness to recommend the phone model to a friend. These open-ended questions wrapped up evaluating whether the overall perception of the mobile phone had changed during the curve drawing process.
Data analysis
Audio recordings of the sessions and the curve drawings were analyzed and open-coded. This analysis looked for common themes and categorized them.
References
- ↑ Obrist, Marianna; Roto, Virpi; Law, Effie Lai-Chong; Väänänen-Vainio-Mattila, Kaisa; Vermeeren, Arnold; Buie, Elizabeth (2012). "Theories behind UX research and how they are used in practice". Proceedings of the 2012 ACM annual conference extended abstracts on Human Factors in Computing Systems Extended Abstracts - CHI EA '12. New York, New York, USA: ACM Press. doi:10.1145/2212776.2212712. ISBN 9781450310161.
- ↑ 2.0 2.1 Sinnelä, Arto; Karapanos, Evangelos; Väänänen-Vainio-Mattila, Kaisa; Roto, Virpi; Kujala, Sari (2011-09-01). "UX Curve: A method for evaluating long-term user experience". Interacting with Computers. 23 (5): 473–483. doi:10.1016/j.intcom.2011.06.005. ISSN 953-5438 Check
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