HCINOTE2

SECTI
ONONE

1.
0INTRODUCTI
ON

Thi
ssect
ioni
ntr
oducest
hest
udy
.Itpr
ovi
desbackgr
oundt
otheconcept
susedi
nthe

st
udy
.Thesei
ncl
ude:i
nter
act
ivi
ty,userexper
ience,userexpect
ati
on,userexper
ience

qual
i
ties.

1.
1BACKGROUNDOFTHESTUDY

1.
1.1I
nter
act
iveSy
stems

Ani
nter
act
ivesy
stem i
sgener
all
yanysy
stem t
hataccept
sinputf
rom t
heuserand

pr
ovi
des i
nfor
mat
ion as out
putt
othe user(
Car
r,2005)
.Equal
l
y,t
he I
nter
nat
ional

St
andar
d Or
gani
zat
ion I
SO 9241-
210:
2010 def
ined t
he i
nter
act
ive sy
stems as t
he

“
combi
nat
ion ofhar
dwar
e,sof
twar
e and/
orser
vices t
hatr
ecei
ves i
nputf
rom,and

communi
cat
esout
putt
ouser
s”.Beny
on,
inaddi
ti
on,
uti
l
izedt
het
erm‘
i
nter
act
ivesy
stems’

t
odescr
ibet
hecomponent
s,dev
ices,pr
oduct
sandsof
twar
esy
stemst
hatdealwi
tht
he

t
ransmi
ssi
on,
displ
ay,
stor
ageort
ransf
ormat
ionofi
nfor
mat
ionwhi
chuser
scanper
cei
ve

andt
hatcanr
esponddy
nami
cal
l
ytouser
s’act
ions(
Beny
on,2010)
.Int
eract
ivesy
stems

ar
ethus,sy
stemst
hatenabl
eint
eract
ionbet
weenuser
sandt
hesy
stem i
nuse.I
n

addi
ti
on,i
nter
act
ive sy
stems can be l
ooked atf
rom bot
hthe userand sy
stem

per
spect
ives(
Car
r,2005)
.Tot
heusert
hei
nter
act
ivesy
stem i
sat
oolf
oraccompl
i
shi
ng

t
asks,
somet
hingt
hatr
ecei
vesi
nput
,anddi
spl
aysout
put(
Samar
dži
j
a,2016)
.Howev
er,
to

t
hei
nter
act
ivesy
stem,t
heuseri
sasour
ceofasy
nchr
onousi
nput
,ani
ndi
rectt
argetf
or

out
putt
hroughv
ari
ousdev
ices(
li
kedi
spl
ay,speaker
,li
ght
s,et
c.)(
Samar
dži
j
a,2016)
.

1
Not
abl
y,i
nter
act
ivesy
stemsi
nvol
veani
mpor
tantdegr
eeofuseri
nter
act
ion(
Kot
ony
a&

Sommer
vil
l
e,1998)
.Phy
sical
l
y,user
sint
eractwi
thsy
stemsv
iasomemedi
aofi
nter
act
ion

l
i
kekey
boar
d,v
oicer
ecogni
ti
on,v
ideoi
nput
,touchscr
een,mouse,andmot
ionsensor
s,

amongot
her
s(Kot
ony
a&Sommer
vil
l
e,1998)
.Ther
ear
esy
stemst
hatempl
oysev
eral

way
sofcommuni
cat
ion wi
tht
he sy
stem (
thati
s,modal
i
ties ofi
nter
act
ion)
.These

sy
stemsar
eknowni
nli
ter
atur
easmul
ti
modalsy
stems.Accor
dingt
oRober
to(
2013)
,

i
nter
act
ivesy
stemshav
ebecomeanemer
gentr
eal
i
tyuni
ver
sal
l
yanduser
sut
il
izet
hem

usi
ng“
dif
fer
entdev
ices,f
ordi
ff
erentpur
poses,i
nqui
tedi
ff
erentcont
ext
s,andwi
th

unf
oreseenandf
ar-
reachi
ngconsequences”(
Rober
toPer
eir
a,2013)
.Int
eract
ivesy
stems

haspr
ofoundl
ytr
ansf
ormedt
hewaypeopl
ewor
kandpl
ay(
Goh&Kar
imi
,2014)
,andhas

becomeanessent
ialpar
tofpeopl
e’
sdai
l
yli
feandact
ivi
ti
es(
Yoo,2010;Samar
dži
j
a,

2016)
.

1.
1.2UserExper
ience(
UX)

Si
mpl
yput
,userexper
ience(
UX)encompassest
hechar
act
eri
sti
cs,
facet
sandpr
ocesses

at
tri
but
ed t
othe conceptof‘
exper
ience’
,buti
n scope i
tnar
rows down t
o user
s’

i
nter
act
ion wi
tht
echnol
ogy
.UX r
efer
stot
heend user
s’subj
ect
iveexper
ience(
e.g.

emot
ional
,phy
sicalorbehav
ior
alr
eact
ions)t
hati
sfor
medwhi
l
eint
eract
ingwi
than

i
nter
act
ivet
echnol
ogi
calar
ti
fact(
Olsson,2012)
.Wi
thr
espectt
otheov
eral
lbackgr
ound

andhi
stor
yofUX,t
heel
ement
sandr
egul
ari
ti
esofhumanexper
iencehav
epr
ogr
essi
vel
y

gai
nedi
nter
esti
nther
esear
chanddesi
gnofi
nter
act
ivesy
stemsov
ert
hel
astcoupl
eof

decades.I
ngl
obalbusi
ness,exper
i aqual
ence( i
tyat
tr
ibut
e),i
sconsi
der
edasacr
it
ical

asset
.Inf
act
,tobesuccessf
ulandt
hri
vei
nthepr
esentdi
spensat
ion,compani
esmust

gal
vani
ze memor
abl
e ev
ent
sfort
hei
rcust
omer
s and user
s oft
hei
rpr
oduct
s,wi
th

2
memor
yit
sel
fint
urnbecomi
ngt
hepr
oduct(
thati
s,t
heexper
ience)(
Pine&Gi
l
mor
e,

1999)
.Oppel
aaretal
.(2008)opi
nest
hatgoodusabi
l
ityhasbecomeamani
festand

obv
iousf
eat
ureandi
tsconsi
der
ati
oni
snotenoughwhendesi
gni
ngsuccessf
ulpr
oduct
s.

Li
kewi
se,Ri
fki
n(2000)st
ressesandmai
ntai
nst
hatuser
sdonotv
aluecommodi
ti
esas

t
hingsi
nthemsel
vespersebutdosobecauseoft
hequal
i
tyoft
heexper
iencet
hese

commodi
ti
espr
ovi
det
hem.

Asar
esul
t,t
hedesi
gnchal
l
engeshav
eshi
ft
edf
rom desi
gni
ngpr
oduct
sthatpr
ovi
de

r
eli
abl
e,ef
fi
cientandusabl
efunct
ional
i
ties(
wit
hpr
icest
hatar
ecompet
it
ive)t
othe

desi
gni
ngofpr
oduct
sthatpr
ovi
deuser
swi
thpl
easur
abl
eexper
iences,
thathav
efeat
ures

t
hatexceedt
hei
rexpect
ati
onsandsuppor
tthef
ulf
il
lmentoft
hei
rbasi
candi
mpor
tant

humanneeds,
suchasi
dent
if
yingwi
thorsoci
ali
zi
ngt
hroughapr
oduct
.Hassenzahl
(2003)

t
husposi
tst
hatt
her
eist
heneedf
ora“
mor
ehol
i
sti
cper
spect
ivesandanenr
ichmentof

t
radi
ti
onalqual
i
tymodel
swi
thnon-
uti
l
itar
ianconcept
s,suchasf
un,
joy
,pl
easur
e,hedoni
c

v
alueorl
udi
cval
ue”i
nthedesi
gnandev
aluat
ionofi
nter
act
ivepr
oduct
sfol
l
owi
ngbot
h

t
hegl
obal
compet
it
ion(
theeconomi
cal
per
spect
ive)andpeopl
e’
sinher
entneedst
oenj
oy,

ev
olv
eandt
hri
ve(
thehumani
sti
cper
spect
ive)
.Thesepr
emi
sesser
vedaspr
ecur
sort
o

t genceofuserexper
heemer ienceasanewconceptt
odenot
etheexper
ient
ialaspect
sin

t
heuseoft
echnol
ogi
calpr
oduct
s,ar
ti
fact
sorser
vices.Gener
all
y,t
headv
ancementf
rom

human f
act
orsr
esear
ch,Kansei engi
neer
ing (
Nagamachi
,1989)
,usabi
l
ity
,user

sat
isf
act
ionandot
herr
elev
antol
derconcept
stoUXi
sani
nter
est
ingandwi
ndi
ngpat
h.A

r
efl
ect
iveanal
ysi
soft
hisdev
elopmentcanbef
oundf
rom Mahl
ke(
2008)andBat
tar
bee

(
2004)
.The conceptofuserex
per
ience (
UX)has been r
eadi
l
y adopt
ed by t
he

mul
ti
disci
pli
nar
y HCIcommuni
ty.Accor
ding t
o Ol
sson (
2012)
,UX i
s act
ivel
y been

3
r
esear
chedasaphenomenon,andnewpr
act
icesandmet
hodsar
edev
elopedar
oundi
t,

andi
thasbecomeanewconcept
ual
inst
rumentwi
thwhi
cht
oadv
ancet
hest
anceofuser

-
cent
ereddesi
gnandev
aluat
ion.Addi
ti
onal
l
y,new concept
sar
econst
ant
lycr
eat
edand

ol
derr
elev
antonesar
emer
gedandcont
ext
ual
i
zedundert
hisumbr
ell
aofuserexper
ience.

Ex
ampl
esi
ncl
ude:pl
easur
e(Jor
dan,
2002)
,aest
het
ics(
Wri
ghtetal
.
,2008)
,emot
ionsand

hedoni
sm (
Desmet
,2002;
Hassenzahl
,2003;
Olsson,
2012)et
c.

1.
1.3I
nter
act
ivi
tyandUX

Har
t(2014)expl
ainst
hatmuchl
essr
esear
chhasf
ocusedonsummat
iveev
aluat
ionsof

i
nter
act
ivepr
oduct
s,andt
hatev
enl
essat
tent
ioni
sgi
vent
othei
nter
act
ivef
eat
ures

cont
ainedwi
thi
nsuchpr
oduct
.Compar
abl
etoUX,i
nter
act
ivi
tyi
sanot
herwi
del
yused

t
erm;howev
er,t
heconcepti
ssomewhatuncl
ear
.Ther
ear
esev
eraldi
ff
erentmodel
sof

i
nter
act
ivi
ty(
Lee,2005;Wu,2006)
,nonet
hel
esst
hebenef
it
sthatar
egai
nedf
rom t
he

v
ari
ousi
nter
act
ivef
eat
ures,
andt
hewayt
hesef
eat
uresi
mpactonUXst
il
lremai
nsv
ague

(
Har
t,2014)
.Har
t(2014)r
eit
erat
est
hatr
esear
chi
nHCIhaspr
inci
pal
l
yconcent
rat
edon

t
heuseofi
nter
act
ivef
eat
urest
oenhanceUXwi
thi
nthegamesandent
ert
ainmentf
iel
d,

wi
themphasi
soni
mmer
sion(
Jennet
tetal
.,
2008;
Kor
honen,
Mont
ola,
&Ar
rasv
uor
i,2009;

Sander
s&Cai
rns,
2010;
Takat
aloetal
.,
2007)
,fl
owandpr
esence(
Qiu&Benbasat
,2005)
,

andpl
ayf
ulness(
Kor
honenetal
.,2009)
.Har
t(2014)f
urt
herst
atedt
hatt
her
eisan

i
ncr
easi
ngr
esear
chf
ocusi
ntheuseofi
nter
act
ivemul
ti
-¬medi
atechnol
ogywi
thi
ncul
tur
al

spacesandmuseumst
oenhanceuserengagement(
Hay
wood&Cai
rns,2006;Ot
hman,

Pet
ri
e,& Power
,2011)
,andar
isi
ngi
nter
esti
nser
iousgamesandgami
fi
cat
ion,t
hat

har
nesses t
he pr
inci
ples ofpl
ayf
uldesi
gn wi
thi
nter
act
ivet
echnol
ogy(
Clar
k,1987;

Det
erdi
ng,Di
xon,Khal
ed,&Nacke,2011)
.Thef
ewexper
iment
alst
udi
esont
heef
fectof

4
i
nter
act
ivi
tywi
thi
ne-
¬commer
cewebsi
teshav
eshownt
hati
tcanposi
ti
vel
yimpacton

usersat
isf
act
ion,
enj
oymentandmot
ivat
ion(
Cyr
,Head,
&Iv
anov
,2009;
O’Br
ien,
2010;
Teo,

Oh,Li
u,& Wei
,2003)
.Nev
ert
hel
ess,t
hesest
udi
esonl
yexpl
ored al
i
mit
ed r
angeof

const
ruct
sandsot
hei
nfl
uenceofUXconst
ruct
sli
ket
hoseofaest
het
ics,emot
ionand

usabi
l
ityi
nrel
ati
ont
osomepar
ti
cul
ari
nter
act
ivef
eat
uresst
il
lst
aysv
ague(
Har
t,2014)
.

I
nter
est
ingl
y,UXi
snotal
toget
hernew.Ov
ert
wodecadesago,
Car
rol
landThomas(
1988)

ex
plor
ed t
he r
elat
ionshi
p bet ease ofuse’and ‘
ween ‘ fun’
,and chal
l
enged t
he HCI

communi
tywi
thacal
lforasci
ent
if
icandsy
stemat
icst
udyoff
un.Themov
ementof

t
echnol
ogy f
rom t
he wor
kpl
ace t
othe per
vadi
ng ofpeopl
es ev
ery
day l
i
fe made

boundar
iesofdi
sti
nct
ionbl
urr
ed,asi
tcr
eat
edadi
chot
omybet
weent
echnol
ogyusedas

‘
tool
s’f
orwor
k,andt
hoseusedas‘
toy
s’f
orl
eisur
e(I
gbar
ia,Schi
ff
man,&Wi
eckowski
,

1994;Monk,
Hassenzahl
,Bl
ythe,
&Reed,
2002)
.Consequent
ly,
theconceptofUXev
olv
ed

outofconcer
nst
hatt
radi
ti
onalusabi
l
ityusedt
oev
aluat
ethemor
einst
rument
alt
ask-

¬or
ient
atedaspect
sofwor
kexper
ience,di
dnotaccountf
ort
hemor
eemot
ionalhedoni
c

qual
i
tiesofuse.Thi
sledt
oashi
fti
nat
tent
ion,awayf
rom t
heobj
ect
iveaspect
sof

i
nter
act
ivepr
oduct
s(f
orexampl
e,f
unct
ion,
cont
ent
,pr
esent
ati
on,
etc.
),t
oincor
por
atet
he

mor
esubj
ect
ivev
iewofuser
s’f
eel
i
ngs,
emot
ions,
att
it
udesandmot
ivat
ions.Thi
sshi
fti
n

par
adi
gm,r
esul
tedi
nthesl
ownessofUXdev
elopi
ngasar
esear
char
ea(
Har
t,2014)
.

Howev
er,t
hesubj
ect
iveopi
nionsofuser
sappear
edt
oof
uzzyt
obeconsi
der
edcr
edi
ble

(
Monketal
.,2002)
,andt
hisr
aiseddoubt
saboutt
hemeasur
abi
l
ityofUX.Nev
ert
hel
ess,

Tr
act
inskyetal
’
s(2000)semi
nalpaper
:‘Whati
sbeaut
if
uli
susabl
e’(
Tract
insky
,Kat
z,&

I
kar
,2000)
,sur
gedt
hesi
gni
fi
canceofaest
het
icsi
naf
fect
ingdeci
sionsaboutapr
oduct
s

qual
i
ty,and i
gni
ted a r
ise i
n UX r
esear
ch t
hatexpl
ored a whol
erange ofaspect
s

5
compr
isi
ngpl
easur
e(Jor
dan,2000)
,joyofuse(
Hassenzahl
,Beu,&Bur
mest
er,2001)
,

hedoni
cqual
i
ty(
Hassenzahl
,2001)
,at
tract
iveness(
Nor
man,2002)
,andaest
het
icbeaut
y

et
c.(
Hassenzahl
&Monk,
2010;
Lav
ie&Tr
act
insky
,2004;
Har
t,2014)
.

Whendi
scussi
ngt
heconceptofUX,
oneneedst
odi
sti
ngui
shbet
weenanexper
ienceand

ex
per
ienci
ng(
Kraus,2017)
.AsHassenzahl(
2010)opi
nedt
hatwher
eas“
exper
ienci
ng”

happensev
erymoment
,“exper
ience”i
saj
udgmentofpastev
ent
s(Hassenzahl
,2010)
.In

t
hecont
extofUX,exper
ienci
ngi
sa“
str
eam ofper
cept
ions,i
nter
pret
ati
onsoft
hose

per
cept
ions,andr
esul
ti
ngemot
ionsdur
inganencount
erwi
thasy
stem”(
Rot
oetal
.
,

2011)
.Those per
cept
ions,i
nter
pret
ati
ons,and emot
ions ar
e howev
er,subj
ect
ive

(
Hassenzahl
,2010;Law etal
.,2009)
.Theyar
eseent
hrought
heey
eofani
ndi
vi
dual

obser
verand v
ery of
ten v
ary bet
ween t
hese obser
ver
s;nonet
hel
ess,as not
ed by

Hassenzahl(
2010)
,theyal
somayv
arywi
thi
nasetofobser
ver
s(Hassenzahl
,2010)
.For

i
nst
ance,asnot
edbyKr
aus(
2017)
,user
swhoar
erel
ati
vel
yunf
ami
l
iarwi
thi
nter
act
ive

di
git
alt
echnol
ogi
esandwhowantt
ousesmar
tphonesf
ort
hef
ir
stt
imemaybeconf
used

byt
her
angeofi
consandopt
ionsf
eat
uredont
heuseri
nter
face(
UI)oft
hosedev
ices.

Nev
ert
hel
ess,once t
he user
s become f
ami
l
iarwi
tht
he dev
ices,t
heymaybecome

capt
ivat
ed and ent
ral
l
ed byt
he new f
eat
ures and possi
bil
i
ties t
hatt
he i
nter
act
ive

smar
thphonespr
esentwhencompar
edt
othet
radi
ti
onalf
eat
urei
nphones.Hence,an

ex
per
iencei
sthusuni
que,v
eryl
i
kel
ytochangeov
ert
ime,andcannotber
epl
i
cat
ed

(
Hassenzahl
,2010;McCar
thy& Wr
ight
,2004)
.Ref
err
ingbackt
otheexampl
eoft
he

nov
icesmar
tphoneuser
s,t
heseuser
swi
l
lnev
erencount
eragai
ntheexper
ienceofusi
ng

smar
tphonesf
ort
hef
ir
stt
imeagai
n.Thef
ir
stt
imeexper
iencei
snowi
nthepast(
Kraus,

2017)
.

6
Ther
ear
esev
eralst
udi
es,anddi
scussi
oni
ntheUXr
esear
chdomai
nandamongUX

pr
act
it
ioner
stoar
ri
veatahar
moni
zeddef
ini
ti
onf
orUX(
Bar
gas-
Avi
l
a&Hor
nbæk,2011;

Hassenzahl&Tr
act
insky
,2006;Law etal
.,2009;Rot
oetal
.
,2011)
.Asur
veyt
hatwas

car
ri
ed outi
n 2008 byLaw etal
.(2009)among UX r
esear
cher
sand pr
act
it
ioner
s,

i
ndi
cat
edt
hatev
enwi
thi
ntheUXcommuni
ty,t
her
ear
edi
ff
erencesofopi
nionsaboutt
he

i
nter
rel
ati
onandi
mpor
tanceofsev
eralUXaspect
s.Thecommuni
tyagr
eed,nonet
hel
ess,

t
hatUXi
ssubj
ect
ive,dy
nami
c,andcont
ext
-dependent(
Lawetal
.
,2009)
.Anot
hersour
ce

ofdi
ssent
ionamongacademi
csi
swhet
herUXcanandshoul
dbemeasur
ed(
Law,
2011)
.

Whi
l
eonepar
tofr
esear
cher
scont
endsf
ora“
qual
i
tat
ivedesi
gn-
based”appr
oach,ot
her
s

ar
guesi
nfav
orofa“
quant
it
ati
vemodel
-based”appr
oach(
Law,
2011;
Kraus,
2017)
.

1.
1.4UserExpect
ati
onsandUX

Ol
sson (
2012)posi
tst
hatUX shoul
d be i
nvest
igat
ed notonl
ydur
ing oraf
tert
he

i
nter
act
ionbutal
sobef
orei
t(Ol
sson,2012)
.Inf
act
,itcanbei
nter
pret
edt
hatt
heI
SO

def
ini
ti
on ofUX dr
awsa par
all
elbet
ween “
the use”(
i.
e.,t
he act
ualuse)and “
the

ant
ici
pat
eduse”(
i.
e.,
theexpect
eduse)ofasy
stem (
ISO9241:210,
2010)
,thusi
mpl
yi
ng

t
hecongr
uenceofuser
s’expect
ati
onsoft
heUXandt
hef
elt(
act
ual
)UX.Addi
ti
onal
l
y,as

Kar
apanosetal
.(2009)st
ated,
theof
ten,
ant
ici
pat
edexper
ienceswi
thapr
oduct
,ar
eev
en

mor
evi
tal
,mor
eemot
ional
,andmemor
abl
ethant
heact
ualexper
iencest
hemsel
ves.

Kankai
nen(
2003)emphasi
zest
hatUXdependsont
heuser
’spr
evi
ousexper
iencesas

wel
lasexpect
ati
onst
owar
dst
hepr
oduct
.Theuser
s’cur
rentexper
ience,
int
urn,
modi
fi
es

t
hei
rexpect
ati
onsdur
ingt
heencount
er,whi
chcr
eat
esacy
cli
cpr
ocessofr
evi
singt
he

7
ex
pect
ati
onsov
ert
ime.Wr
ightetal
.( scussesaboutant
2008)di ici
pat
ion,andseesi
tas

oneoft
hecent
ralhumansensemaki
ngpr
ocesses.Acccor
dingt
oWr
ightelal
.(2008)
,

ex
per
iencei
sal
way
sshapedbywhathasoccur
edbef
orei
nthepast
.Al
so,
Baumei
steret

al
.(2007)ar
guedt
hatpeopl
eant
ici
pat
econsequencesbyr
efl
ect
ingonpastandpr
esent

ex
per
iences.Theactofant
ici
pat
i orexpect
ng( ing)anexper
iencei
sbasedont
hepr
ior

ev
ent
s,encount
ers and i
nter
act
ions,and r
esul
tsi
nthe f
ormat
ion ofexpect
ati
ons.

Ex
pect
ati
onspr
ecedeact
ualexper
ienceofuse(
Olsson,2012)
.Equal
l
y,Yogasar
aetal
.

(
2011)used t
he t
erm “
ant
ici
pat
ed userexper
ience”
,and by t
hist
hey meant“
the

ex
per
iencesand f
eel
i
ngst heuserexpect
hatt sto occurwhi
l
eimagi
nar
il
yusi
ng an

i
nter
act
ivepr
oductorsy
stem”
.

Ol
sson(
Olsson,2012)posi
tst
hatwi
thi
nt nofHCIandUX,user
hedomai s’expect
ati
ons

coul
drel
atet
othepr
oductorser
vicei
tsel
f,t
heuseofi
t,ort
heexper
ient
ialout
comesof

t
heuse.Wr
ightetal
.(2008)not
edt
hatpeopl
emayexpectt
heexper
iencet
oof
fercer
tai
n

possi
bil
i
tiesf
oract
ionorout
come(
forexampl
e,whatnew act
ivi
ti
esdoesapr
oduct

al
l
ow)
.Fur
ther
mor het
e,t empor
alandspat
ialchar
act
eroft
heexper
iencecanal
sobe

ant
ici
pat
edt
osomeext
ent–f
ori
nst
ance,howst
rongt
heexper
iencewoul
dbeandhow

l
ongt
heexper
iencewoul
dlast(
Olsson,
2012)
.Thei
nvest
igat
ionbyYogasar
aetal
.(2011)

show t
hatuser
s’ant
ici
pat
ionscompr
isedv
ari
ousaspect
scor
rel
ated t
othe cont
ext
,

ex
per
ient
ialknowl
edge,andant
ici edemot
pat ion.Besi
des,Demi
retal
.(2009)mai
ntai
n

t
hatt
heexpect
ati
onsmaybeal
soaboutanunexpl
oredaspectofapr
oduct(
forexampl
e,

per
for
mancepr
iort
ousage)andaboutt
her
esul
tofanact
ion(
forexampl
e,pushi
nga

but
tont
ogot
othemenuofacel
l
ularphone)
.

Howdouser
s’expect
ati
onsi
mpactont
hei
rexper
ience?Wr
ightetal
.(2008)concept
ual
l
y

8
st
atedt
hatdi
ff
eri
ngexpect
ati
onsel
i
cit
esandpr
opel
sdi
ff
erent“
shadesofmeani
ng”t
o

t
heev
ent
ualuser
s’ofapr
oduct
.Hi
l
tunenetal
.(2002)di
scussedexpect
ati
onsast
he

f
oundat
ion oft
he userexper
ience cy
cle:expect
ati
ons di
recthuman i
nter
pret
ati
on,

i
nfor
mat
iongat
her
ingandat
tent
ioni
nusi
ngapr
oduct
.Fori
nst
ance,
ahi
ghexpect
ati
onof

anov
eli
nter
act
iont
echni
quei
napr
oduct(
e.g.
,touchscr
eeni
nit
sear
lyday
s)mi
ght

i
nter
fer
etheseei
ngofot
herf
eat
uresorev
ent
heusi
ngoft
hepr
oductf
ori
tsact
ual

pur
poses.Ar
hippai
nen(
2009)posi
tst
hatexpect
ati
onscani
mpactuser
’sper
cept
ionsofa

pr
oduct
’s capabi
l
iti
es and ov
eral
lqual
i
ty.Accor
ding t
othe Bhat
tacher
jee’
s(2001)

ex
pect
ati
on-
conf
ir
mat
iont
heor
y,expect
ati
onsexi
stasanor
m agai
nstwhi
cht
heact
ual

ex
per
iencei
scompar
ed.Thi
sgener
alpost
ulat
ionwasempi
ri
cal
l
ysuppor
tedbyRai
taand

Oul
asv
irt
a(2011)i
nthei
rexper
imentwi
th36par
ti
cipant
stoseehow pr
oductr
evi
ews

af
fectsubj
ect
iveusabi
l
ityr
ati
ngs.Theydi
scov
eredt
hatt
hosewhohadr
eadaposi
ti
ve

pr
oductr
evi
ew bef
oret
het
estgav
ethet
est
edmobi
l
edev
icesi
gni
fi
cant
lybet
terpost
-

ex
per
imentr
ati
ngswhencompar
edt
othosei
nthenegat
ive-
pri
meandno-
pri
megr
oups.

I
n addi
ti
on,post
-use sat
isf
act
ion i
s shown t
oresul
tifa pr
oductout
per
for
ms t
he

ex
pect
ati
onsoni
mpor
tantbenef
itdi
mensi
ons,(
Lindgaar
d&Dudek2003;Ol
i
ver1997)
,

howev
er,
ifi
tfal
l
sshor
tofexpect
ati
ons,
theuseri
sli
kel
ytobedi
ssat
isf
ied(
Oli
ver
,1977)
.

Thus,i
n some si
tuat
ions peopl
e mi
ghtadj
ustt
hei
rexpect
ati
ons t
o av
oidf
urt
her

di
sappoi
ntment(
Wri
ghtetal
.,
2008)
.Nev
ert
hel
ess,
Kar
apanosetal
.(2009)submi
tthati
n

pr
oductsat
isf
act
ionj
udgment
s,t
hemeani
ngoft
heexpect
ati
onspr
obabl
yvar
ycase-
wise

andt
hatpeopl
ecoul
dal
soi
nter
prett
hatt
hei
rexpect
ati
onsar
eunr
eal
i
sti
cifnotmet
.

Ther
efor
e,t
heact
ualf
eltexper
iencewi
tht
hepr
oductmi
ghtbecomemor
edomi
nantand

t
heper
cei
vedi
mpor
tanceoft
heaspectt
hatdi
dnotmeett
heexpect
ati
onsmi
ghtdi
mini
sh

9
asar
esul
t.Subsequent
ly,
thepr
ocessandpr
eci
sei
nfl
uencesofant
ici
pat
ionseemsnott
o

bev
erycl
earwi
thr
egar
dtot
hephenomenonofUX.Abodyofconcept
ualf
ramewor
ks

andhy
pot
hesi
shav
ebeenpr
esent
edhowev
er,r
elat
ivel
yli
tt
leempi
ri
calev
idencehasso

f
arbeenr
epor
ted(
Olsson,
2012)
.Goi
ngbackt
otheor
igi
nsofexpect
ati
ons,
Dewey(
1925)

i
dent
if
iedsoci
alf
act
ors(
forexampl
e,opi
nionsofot
her
sandt
hei
rexper
iences)
,tr
adi
ti
ons

(
forexampl
e,nor
ms,
andper
sonalt
endenci
es)andt
hei
nfl
uenceofeducat
ionassour
ces

ofexpect
ati
ons.I
nconsumerr
esear
ch,Zei
thamletal
.(2002)i
ndi
cat
edt
hesour
cesof

ex
pect
ati
ons t
o compr
ise of
,fori
nst
ance,wor
d-of
-mout
h,a consumer
’s own past

ex
per
ience,per
sonalneeds,expl
i
citser
vice pr
omi
ses (
per
sonaland non-
per
sonal

st
atement
saboutt
heser
vicemadebyt
hecompanyt
ocust
omer
s)andi
mpl
i
citser
vice

pr
omi
ses(
fori
nst
ance,pr
ice,f
ive-
starr
anki
ngofahot
el)
.Iti
simpor
tantt
onot
ethat

ex
pect
ati
onsmi
ghtnotonl
ydependont
heexper
iencesoft
hepr
oduct
,pr
oductt
ype,or

companyi
n quest
ion,butal
so on ot
herpr
oduct
s(t
heymaybe r
ival(
compet
it
ing)

pr
oduct
sormayber
epr
esent
ingdi
ff
erentpr
oductt
ypes)oronot
herpeopl
eandt
hei
r

ex
per
iencesandexpect
ati
ons(
Olsson,
2012)
.

Gener
all
y,t
heabov
est
atedpost
ulat
ionssuggestt
hatexpect
ati
onscanbemul
ti
facet
ed,

canbet
arget
edt
ovar
iousaspect
sofpr
oductuse,andassoci
atedwi
thv
ari
ousaspect
s

al
readyi
dent
if
iedt
orel
atet
oUX(
Olsson,2012)
.Expect
ati
onscanbeat
tr
ibut
edt
othe

t
ypeofexper
ience(
thatr
esul
tsf
rom i
nter
act
ionwi
thani
nter
act
ivepr
oduct
).Nonet
hel
ess,

t
hedi
ver
sit
yofchar
act
eri
sti
csofex
pect
ati
onsmi
ghtnotbeasext
ensi
veast
hatofact
ual

ex
per
iences.Asani
nst
ance,i
tmi
ghtbechal
l
engi
ngt
oant
ici
pat
etheov
eral
lexper
ience

cumul
atedov
ert
ime,howt
hev
ari
ouscont
ext
ualf
act
orsmi
ghti
nfl
uencet
heexper
ience,

orwhatt
hesensor
yexper
iencef
rom t
hei
nter
act
ionmi
ghtf
eell
i
ke(
Olsson,2012)
.Thi
s

10
not
wit
hst
andi
ng,expect
ati
onsofpr
oduct
sorser
viceshav
enotbeenext
ensi
vel
yst
udi
ed

i
nthedomai
nofUXorHCIi
ngener
al(
Olsson,2012)
.Resear
chbasedonexpect
ati
ons

appr
oachcanbef
rui
tf
ulal
sowi
thpr
oduct
sthatar
enonexi
stant–whent
her
eisahi
gh

r
iskofunsuccessf
uldev
elopmenti
nvest
mentandanext
ensi
vedesi
gnspacet
hatwoul
d

benef
itf
rom f
ocusi
ng.Yogasar
aetal
.(2011)not
edt
hatanunder
standi
ngofuser
s’

ex
pect
edexper
iencest
hatar
eposi
ti
vebynat
urel
eadst
oaneasi
eri
nter
pret
ati
onofwhat

pr
oductchar
act
eri
sti
cscoul
dcont
ri
but
etoexper
iencesandhowt
heydo.I
nthesameway
,

al
ooki
ntot
henegat
iveexpect
edexper
iencescanhel
ptoi
dent
if
yundesi
rabl
epr
oduct

qual
i
tiest
hatpr
eventt
heuser
sfr
om hav
ingpl
easantexper
iences(
Olsson,
2012)
.

1.
1.5HumanPsy
chol
ogi
cal
Needs

Ther
eisagr
owi
ngr
eadi
nesswi
thi
nthel
astcoupl
eofy
ear
stoi
nvest
igat
etheexper
ient
ial

aspectoft
hedesi
gnand ev
aluat
ionofi
nter
act
ivepr
oduct
swi
thi
ntheUX and HCI

domai
ns(
Hassenzahletal
.,2010)
.Fr
om t
hist
rend,emot
ionshav
ebecomeanessent
ial

par
tofUX and consequent
ly,t
hei
rev
aluat
ional
so hasbecomef
undament
ali
nthe

empi
ri
calst
udi
escar
ri
edoutwi
thi
nthef
iel
dofUX(
Agar
wal&Mey
er,2009)
.InHCIf
iel
d,

pr
inci
pal
l
y,r
esear
chonemot
ionshasf
ocusedondi
mensi
onsbasedonpsy
chol
ogyf
or

t
hest
udy
ingofaf
fect
ivei
nter
act
ionsofi
nter
act
ivepr
oduct
s(Pi
car
d,1997;Par
tal
a&

Sur
akka,2003,2004;Par
tal
a etal
.,2006)
.The f
aci
alexpr
essi
on ofpar
ti
cipant
sin

af
fect
iveHCIi
sanexampl
e(Rezaei
,2015)
.Lat
ely
,soci
alandexper
ient
ialaspect
sof

emot
ionshav
egot
tenmor
eat
tent
ion(
Boehneretal
.
,2005)
.Inaddi
ti
on,i
nrecentt
imes,

t
heev
aluat
ionofsubj
ect
iveemot
ionalexper
iencei
tsel
fhasbeenconsi
der
edt
obea

pr
omi
nentt
aski
nUXr
esear
chandev
aluat
ion(
Par
tal
a&Kal
l
inen,
2012)
.

11
AsLaw etal
.(2009)posi
ts,UXi
sady
nami
c,hi
ghl
ycont
extdependent
,andsubj
ect
ive

ex
planat
ionofHCI
.Fur
ther
mor
e,t
heexper
ient
ialpar
tsoft
hedesi
gnandev
aluat
ionof

i
nter
act
ivepr
oduct
s,gi
veemphasi
stoaf
fect
sandemot
ions(
Rezaei
,2015)
.Li
kewi
se,

McCar
thyandWr
ight(
2004)i
nthei
rwor
kfur
therst
ressedont
he“
emot
ionalt
hread”of

ex
per
ience,andemphasi
zedt
hatemot
ionandexper
iencear
einsepar
abl
e.Theycl
aim

t
hatal
lpeopl
es’
sact
i e“
onsar shott
hroughwi
thv
alues,needs,desi
resandgoal
s”(
p.85)
.

Thecor
rel
ati
onofact
ionwi
thv
aluesandneedsset
stheemot
ionalt
oneofexper
iences.

Wi
tht
heemphasi
spl
acedonv
alues,
needs,
desi
resandgoal
s(McCar
thy&Wr
ight
,2004)
,

accept
ed psy
chol
ogi
calt
heor
ies ar
e pr
omi
nent
lyst
ressed (
Car
ver& Schei
er,1989)
.

Act
ion i
s notonl
y dependenton cont
extand condi
ti
ons on an oper
ati
onall
evel
,

nonet
hel
ess,i
tis al
so dependenton gener
alpsy
chol
ogi
calneeds (
Rezaei
,2015)
.

Conv
ersel
y,McCar
thyandWr
ight(
2004)di
dnotst
ipul
atet
hecont
entoft
hese“
val
ues,

needs,anddesi
res”cl
ear
ly.Fur
ther
mor
e,ont
hebasi
soft
hest
udi
esofHassenzahletal
.

(
2000,
Hassenzahl(
2001)
,Hassenzahl(
2003)
,andHassenzahlandTr
act
insky(
2006)
,the

per
cei
vedqual
i
tiesofani
nter
act
ivepr
oductcanbespl
i
tint
othepr
agmat
icdi
mensi
onof

i
nter
act
ivepr
oduct
s(whi
chi
scl
osel
yassoci
atedt
obehav
ior
algoal
s)t
oget
herwi
tht
he

hedoni
cdi
mensi
on(
closel
yassoci
atedt
othei
ndi
vi
dual
’
ssel
fandt
hei
rpsy
chol
ogi
cal

wel
l
bei
ng)
.Hedoni
cdi
mensi
onsi
ncl
ude:1)st
imul
ati
on(
thati
s,f
ulf
il
lmentoft
heneeds

f
orst
imul
ati
on,nov
elt
yandchal
l
enge,whi
char
eindi
spensi
blef
orper
sonalgr
owt
h),2)

i
dent
if
icat
ion(
thati
s,sel
f-
expr
essi
on,i
nter
act
ionwi
thr
elev
antot
her
s)and3)ev
ocat
ion

(
thati
s,sel
f-
mai
ntenance,memor
ies)
,amongot
her
s(Rezaei
,2015)
.Subsequent
ly,t
he

appeal
i
ngness of an i
nter
act
ive sof
twar
e appl
i
cat
ion i
n user
s’v
iewpoi
nts hi
nge

enor
mousl
yont
heuser
s’per
cept
ionsoft
hequal
i
tydi
mensi
ons(
Hassenzahletal
.
,2000)
.

12
HassenzahlandTr
act
insky(
2006)post
ulat
edt
hatpsy
chol
ogi
calneedsar
easubst
ant
ial

const
it
uentofUX.

Wi
thr
egar
dtoHassenzahlandTr
act
insky
’s(
2006)emphasi
sonhedoni
candpr
agmat
ic

aspect
sofi
nter
act
ivepr
oduct
swhi
chr
elat
espr
oductat
tr
ibut
eswi
thneedsandv
alues,

appar
ent
lyt
hemosti
nter
est
ingquest
ionswi
l
lbe:whatar
etheseneeds?
,andhow ar
e

t
heseneedspr
ior
it
ized?Shel
donetal
.(2001)suggest
edt
en(
10)gener
albr
oad-
based

psy
chol
ogi
calneeds.Theseneedsi
ncl
ude:aut
onomy
,compet
ence,r
elat
edness,phy
sical

t
hri
vi
ng,secur
it
y,sel
f-
est
eem,sel
f-
act
ual
i
zat
ion,pl
easur
e-st
imul
ati
on,money
-l
uxur
y,and

popul
ari
ty-
inf
luence.Eachoft
heneedswasdef
inedasneedsanddr
awnf
rom pr
omi
nent

psy
chol
ogi
cal
theor
ies,
amongwhi
char
e:1)sel
f-
det
ermi
nat
iont
heor
y(Ry
an&Deci
,2000)
,

2)Masl
ow’
stheor
yofper
sonal
i
ty(
1954)
,3)Epst
ein’
scogni
ti
ve-
exper
ient
ialsel
f-
theor
y

(
1990)among ot
herr
enowned t
heor
iesi
n av
ail
abl
eli
ter
atur
e.Shel
don etal
.(2001)

car
ri
edoutt
hreest
udi
est
oassesst
hei
mpor
toft
heset
en(
10)psy
chol
ogi
calneeds.

Par
ti
cipant
sdescr
ibedoner
ecentmostsat
isf
yingl
i
feexper
ience,andt
henscor
eswer
e

capt
uredandcomput
edf
oreachoft
he10candi
dat
eneedswi
thi
nthef
ramewor
koft
he

ex
per
ienceusi
ng aquest
ionnai
ret
hatcompr
iseof30 descr
ipt
ivest
atement
s(t
hree

st
atement
sforeachneedi
nthescal
eof1=notatal
lto5=v
erymuch)
.Thef
indi
ngsoft
he

st
udyshowedt
hatcompet
ence,aut
onomy
,andr
elat
ednesswer
ethemostout
standi
ng

needst
hatar
emostsat
isf
yingandt
hatar
eabsenti
nanunsat
isf
yingl
i
feexper
iences

(
Rezaei
,2015)
.

Equal
l
yforneed-
rel
atedf
acet
s,t
her
eisal
soani
nsepar
abl
ycl
osel
i
nkbet
weenUXand

emot
ion.Theemot
ionalqual
i
tyofanexper
iencet
endst
osummar
izepeopl
eoruser
s’

ex
per
ience;
fori
nst
ance,
fun,
exci
ti
ng,
orf
rust
rat
ing(
Rezaei
,2015)
.Thi
sishowpeopl
ear
e

13
l
i
kel
ytor
ememberal
i
fe-
ti
meexper
ience(
McCar
thy& Wr
ight
,2004)
.Consequent
ly,

Shel
donetal
.(2001)f
urt
hershowedadi
sti
nctassoci
ati
onbet
weenneedf
ulf
il
lmentand

af
fect
s(posi
ti
ve,negat
ive)t
hrought
heappl
i
cat
ionoft
hePosi
ti
veAf
fectNegat
iveAf
fect

Schedul
e(PANAS)quest
ionnai
re(
Wat
son etal
.
,1988)t
o ev
aluat
etheaf
fect
sina

r
epor
tedl
i
feexper
ience.Accor
dingl
y,t
heyshowedt
hatt
heext
entoft
heneedf
ulf
il
ment

wasposi
ti
vel
yrel
atedt
othei
ntensi
tyofposi
ti
veaf
fect
.Wi
tht
heexcept
ionofl
uxur
y,al
l

ot
herneedsi
ndi
cat
edassoci
ati
onswi
thposi
ti
veaf
fect
.Hassenzahl(
2008)l
atercar
ri
ed

outast
udyont
hest
ruct
ureofposi
ti
veexper
ienceswi
tht
echnol
ogy
.Heappl
i
edPANAS

modelt
ost
udyemot
ionsandt
hel
evel
sofsat
isf
act
ionf
orsel
f-
det
ermi
nat
ionr
elat
ed

needst
hatcompr
isesofaut
onomy
,compet
enceandr
elat
edness.Theout
comeofhi
s

st
udycl
aimedt
hatcompet
encewast
hemostsi
gni
fi
cantpsy
chol
ogi
calneedi
nposi
ti
ve

userexper
ienceswi
tht
echnol
ogy
,fol
l
owedbyaut
onomyandr
elat
edness.Thenl
ater
,

Hassenzahletal
.(2010)car
ri
edoutal
argerst
udyont
hesamet
opi
c.Theyat
test
edt
hat

r
elat
edness,st
imul
ati
onandcompet
encewer
ethemostpr
omi
nentpsy
chol
ogi
calneeds

i
nposi
ti
veUXswi
tht
echnol
ogy
.Nev
ert
hel
ess,aut
onomyandsel
f-
est
eem wer
eomi
tt
ed

f
rom t
hei
rinv
est
igat
ion.Theyal
so demonst
rat
ed t
hatneed f
ulf
il
lmentand posi
ti
ve

emot
ionswer
eimpor
tantf
act
orsf
ort
heper
cei
vedhedoni
cqual
i
tyofi
nter
act
ivepr
oduct
s

(
Rezaei
,2015)
.

I
n addi
ti
on,Par
tal
a & Kal
l
inen (
2012)l
aterappl
i
ed a hol
i
sti
c appr
oach t
o st
udy

sy
stemat
ical
l
yther
elat
ivei
mpor
tanceofdi
ff
erentemot
ionsandpsy
chol
ogi
calneedsi
n

mostsat
isf
yingandunsat
isf
yingUXsandt
heef
fectofdi
ff
erentcont
ext
ualv
ari
abl
esi
n

t
hoseexper
iences.Theyusedat
hree-
sect
ionquest
ionnai
ret
ost
udypsy
chol
ogi
cal
needs,

emot
ionsandcont
ext
.Theyal
soappl
i
edShel
donetal
.
’s(
2001)quest
ionnai
ret
ost
udy10

14
candi
dat
e psy
chol
ogi
calneeds i
nthe cont
extofUXs.Fur
thert
othat
,the PANAS

i
nst
rument(
Wat
sonetal
.
,1988)wi
th10posi
ti
veand10negat
iveemot
ionswasusedi
n

anal
yzi
ngemot
ionsr
egar
dingt
ouserexper
iences.Di
ff
erentf
rom manyear
li
erUXwor
ks,

Par
tal
aandKal
l
inen(
2012)f
ocusedonunsat
isf
yingexper
iencesandnegat
iveemot
ions

soast
oincl
udet
hef
ullr
angeofemot
ionsont
heemot
ionalv
alencescal
e.Ul
ti
mat
ely
,a

poolof10 cont
ext
ualquest
ionswaspr
oduced f
oll
owi
ng t
hecont
extf
ramewor
kby

Jumi
sko-
Pyy
kköandVai
nio(
2010)t
oincl
udet
hemostdomi
nantcont
ext
ualv
ari
abl
esi
n

cur
rentl
i
ter
atur
easf
oll
ows:phy
sicalcont
ext
,tempor
alcont
ext
,taskcont
ext,soci
al

cont
ext
,andt
het
echni
cal
andi
nfor
mat
ioncont
ext(
Rezaei
,2015)
.

Pr
iorr
esear
chhav
eshownt
hataest
het
ics,usabi
l
ity
,cont
entandbr
andi
mpactuser

j
udgmentabouti
nter
act
ivet
echnol
ogi
es,anddependsoncont
ext
,taskf
rami
nganduser

backgr
ound(
DeAngel
i
,Har
tmann,&Sut
cli
ff
e,2009;Har
tmannetal
.
,2008)
.Hedoni
cs

(
emot
ion)
,pr
agmat
ics (
usabi
l
ity
)and beaut
yar
erev
eal
ed t
o hav
e ef
fecton user
s

per
cept
ionaboutpr
oduct
sgoodness(
Hassenzahl
,2004)
,nev
ert
hel
esst
hecor
rel
ati
on

bet
ween aest
het
ics and usabi
l
ityi
s st
il
lnotcl
ear(
Tuch etal
.
,2012)
.In or
dert
o

compr
ehend whatat
tract
s peopl
eto use,and cont
inue t
o use i
nter
act
ive di
git
al

t
echnol
ogi
es,Har
t(2014)expl
ored t
hese const
ruct
s wi
thr
espectt
othei
raf
fect
ive

r
esponsesbot
hbef
oreanddur
ingi
nter
act
ionwi
tht
echnol
ogy
.Har
t(2014)al
sout
il
ized

t
hemeasur
esofaf
fect
,fl
ow andpr
esencet
oexami
neuserengagementwi
thdi
ff
erent

t
ypesofi
nter
act
ivedesi
gnf
eat
ures(
Har
t,2014)
.

Theposi
ti
vei
nfl
uenceofi
nter
act
ivi
tyhasbeenexami
nedi
not
herdomai
nsofr
esear
ch,

l
i
ke i
nthe f
iel
d oft
echnol
ogyaccept
ance (
TAM)
,(Venkat
esh etal
.
,2003)and e-

commer
ce(
Cyr
,Head,Lar
ios,&Pan,2009;O’
Bri
en,2010)
;nonet
hel
ess,t
her
ear
eli
mit
ed

15
st
udi
est
hathav
eexami
nedi
mpactofi
nter
act
ivi
tyonUXqual
i
tyj
udgmentmeasur
es(
for

ex
ampl
e,usabi
l
ity
,aest
het
icset
c.)
.Theef
fect
sofv
ari
ousi
nter
act
ivedesi
gnf
eat
ures

(
suchas,3Denv
ironment
s,av
atar
s)t
hatmaypr
omptposi
ti
veaf
fect
,immer
sion,f
lowor

pr
esencewasexami
nedbyHar
t(2014)i
nassoci
ati
onwi
tht
oot
herUXmeasur
es(
Har
t,

2014)
.

Recentcal
l
shav
ebeenmadel
atel
yformor
elongi
tudi
nalst
udi
est
hatexami
neUXov
er

t
imeandf
ort
hesuggest
ionofnewpr
act
icesandmet
hodsf
ort
hei
mpr
ovementofdesi
gn

f
orl
ong-
ter
m pr
oductuse (
Kuj
ala etal
.,2011,2013)
.Maj
ori
tyofUX st
udi
es hav
e

concent
rat
edonuserj
udgementwi
thi
nasessi
onofst
udy
,few st
udi
eshowev
erhav
e

capt
uredl
ong-
ter
m usage,i
nassoci
ati
onwi
tht
heev
olv
ingper
cept
ionsofapr
oduct
s

qual
i
tyconst
ruct
s(l
i
keaest
het
ics,
usabi
l
ity
,ut
il
it
yet
c.)
.User
s’backgr
oundi
sident
if
iedt
o

hav
e ef
fecton user
stendencyt
owar
ds pr
oductadopt
ion (
Magni
,Susan Tay
lor
,&

Venkat
esh,
2010)
,conv
ersel
ynotmuchi
sknownaboutwhatot
heraspect
smayi
nfl
uence

t
headopt
iondeci
si
on-
maki
ngpr
ocessov
ert
ime(
Har
t,

UX ar
osef
rom t
her
ecogni
ti
on t
hatusabi
l
ityal
onedoesnotf
ull
yexpl
aint
hemor
e

subj
ect
iveemot
ionalr
eact
ionsexper
iencedwheni
nter
act
ingwi
thani
nter
act
ivepr
oduct
.

Ev
en t
hough t
het
erm UX hasbecomewi
del
yaccept
ed wi
thi
nthedomai
n HCI
,it
s

def
ini
ti
onst
il
lremai
nsv
ague,maki
ngi
tsev
aluat
ionanddesi
gndi
ff
icul
t(Har
t,2014)
.

I
nter
est
ingl
y,User
s wanti
nter
act
ive sy
stems t
hatwi
l
lmeetand sat
isf
ybot
hthei
r

ut
il
it
ari
anandhedoni
cneeds.Theywantsy
stemst
hatar
eusef
ul,easyandsaf
etouse,

sat
isf
ying,at
tr
act
ive,si
mul
ati
ve,andenj
oyabl
e.Al
lthesequal
i
tiesamongot
her
sar
ever
y

v
italf
ort
hesuccessofi
nter
act
ivepr
oduct
sandsy
stems.I
fagi
veni
nter
act
ivesy
stem

doesnotmeett
heuser
’sneeds,
theusermayev
ent
ual
l
ydumpi
tandchooseanot
herone

16
(
Samar
dži
j
a,2016)
.User
sar
eli
kel
ytoandwi
l
lnor
mal
l
ygof
oral
ter
nat
ivepr
oduct
s

(
especi
all
yin a compet
it
ive env
ironment
)when t
heydo notder
ivet
he ant
ici
pat
ed

sat
isf
act
ionorobt
aint
heexpect
edexper
iencef
rom ani
nter
act
ivepr
oductori
fthei
r

needs f
rom such pr
oduct
s ar
e notsucci
nct
ly met
.The conceptofUX has been

dev
elopi
ngi
ntheHCIr
esear
chcommuni
tydur
ingt
hel
astt
wodecades,andt
her
eisst
il
l

noconsensusonnat
ureofUXandt
hemet
hodofi
tsmeasur
ement(
Gross,&Bongar
tz,

2012)
.Ashi
ghl
i
ght
edi
npr
iorwor
ks,“
UXi
sdy
nami
c,cont
ext
-dependent
,andsubj
ect
ive”

(
Law,2009)
.UXf
ori
nter
act
ivesy
stemsi
sadi
ff
icul
tconceptt
omeasur
ebecauseofi
ts

nat
ure,andaccor
dingt
oAl
har
bi(
2016)
,aneedf
oraf
ramewor
kthatcov
erst
hedi
ff
erent

UXdi
mensi
onsandaspect
swi
l
lassi
sti
nmeasur
ingi
tusi
ngappr
opr
iat
emet
hodol
ogy

(
Alhar
bi,
2016)
.Inpr
iorr
esear
ch,
theconcent
rat
ionofev
aluat
ionhasbeenont
heusabi
l
ity

ofsy
stems(
thati
s,t
hei
rut
il
it
yandusef
ulness)
,nonet
hel
ess,i
nter
act
ivedi
git
alsy
stems

ar
enotonl
yut
il
it
ari
an;
theyar
eal
soaf
fect
iveandhedoni
cinnat
ureandt
her
efor
ear
eal
so

dev
eloped f
ort
he pl
easur
e,f
un,l
eisur
e,and enj
oymentofuser
s.Thi
smakest
hei
r

ev
aluat
iont
otr
anscend usabi
l
ity
,butt
o al
so i
ncor
por
ateamor
ehol
i
sti
cint
eract
ive

ex
per
ienceofuser
s(Zamani
,2014)
.Fur
ther
mor
e,pr
iorUXst
udi
eshav
econcent
rat
edon

t
hemul
ti
-di
mensi
onalconst
ruct
sofpr
agmat
ics,hedoni
csandaest
het
ics,andt
heway

t
hesemayaf
fectuserj
udgment
,whi
chcanv
arycont
ingentont
hecont
ext
,taskanduser

backgr
ound.Nev
ert
hel
ess,l
i
mit
edat
tent
ionhasbeengi
vent
othei
mpactofi
nter
act
ive

desi
gnf
eat
uresuponUX(
Olsson,
2012)
.Inaddi
ti
on,
subst
ant
ialUXst
udi
eshav
efocused

onshor
t-
ter
m ev
aluat
ions,basedonuser
s’f
ir
sti
mpr
essi
ons,pr
eandpost
-i
nter
act
ion

ex
per
ience;howev
er,f
ew st
udi
eshav
ecapt
ureduserexper
iencef
rom l
ong-
ter
m usage

(
Har
t,2014)
.Ev
enf
ort
hef
ew wor
kst
hatcapt
uredl
ong-
ter
m usage,t
hel
engt
hofuse

17
v
ari
es(
Har
t,2014)
.

Pr
iorst
udi
eshav
econcent
rat
edpr
inci
pal
l
yonshor
t-
¬ter
m ev
aluat
ions,whenauserf
ir
st

per
cei
vesani
nter
act
ivepr
oduct
,inst
eadofi
nal
ong-
¬ter
m use.St
udi
esshow t
hata

per
son’
sper
cept
ionsofapr
oduct
’squal
i
tycanchangeandev
olv
eov
ert
ime,Howev
er,

onl
yaf
ew wor
ksshowedchangesi
nusabi
l
ity
,hedoni
csandaest
het
icsper
cept
ions

(
Kar
apanos,Hassenzahl
,&Mar
tens,2008;v
onWi
l
amowi
tz-
¬Moel
l
endor
ff,Hassenzahl
,&

Pl
atz,2006)
.Thedy
nami
csofUXhasbeenr
ecur
rent
lynot
edasbei
ngamai
nresear
ch

ar
ea,howev
ert
her
ear
efew l
ongi
tudi
nalst
udi
est
hathav
econcent
rat
edonl
ong-
¬ter
m

usage,bey
ondonemont
h(Kuj
ala,Rot
o,Väänänen-
¬Vai
nio-
Mat
ti
la,Kar
apanos,&Si
nnel
ä,

2011;Ver
meer
en,Law,&Rot
o,2010)
,andmostoft
hesewor
ksempl
oyedj
ustahandf
ul

of(
few)par
ti
ci
pant
s.Al
thought
her
eisal
argenumberofl
ongi
tudi
nalst
udi
esi
nthe

t
echnol
ogyaccept
ancef
iel
d(Kar
ahanna,St
raug,&Cher
vany
,2013;Venkat
esh&Br
own,

2001)
,ther
e ar
e howev
erf
ew r
elat
ed st
udi
es wi
thi
n UX.Al
though,t
her
e ar
e some

f
ramewor
kshav
ebeensuggest
edt
hatdescr
ibev
ari
ousexper
ient
ial
segment
sandst
ages

ofexper
iencef
rom ant
ici
pat
iont
oref
ect
ion(
Kar
apanos,
Zimmer
man,
For
li
zzi
,&Mar
tens,

2009; Kuj
ala, Vogel
, Pohl
mey
er, & Obr
ist
, 2013)
, and whi
ch gi
ve r
emar
kabl
e

concept
ual
i
zat
ionsoft
hedy
nami
csofUX,howev
er,t
hesewor
ksdonotof
feri
ntui
ti
ve

i
nsi
ght
sint
othedy
nami
cev
olut
ionofuserj
udgmentandhowv
ari
ousi
nter
act
ivef
eat
ures

maycont
ri
but
etoori
nhi
bitusersat
isf
act
ionandaccept
ance.I
naddi
ti
ont
oint
eract
ivi
ty,

t
hisdi
sser
tat
ionai
mst
oexpandi
tsassessmentbey
ondt
hef
act
orsofcont
extandt
ask

whi
chhav
ebeenshownt
oimpactonUX(
Har
tmannetal
.
,2008;
Hassenzahl
&Tr
act
insky
,

2006)t
oincor
por
atet
hedy
nami
csofuser
s’per
cept
ionsandexper
ienceofuseov
ert
ime

acr
ossdi
ff
erentpl
atf
orms.Ther
eisl
i
mit
edr
esear
chi
ncompr
ehendi
nghowuser
svar
yin

18
t
hei
rjudgment
saboutpr
oductqual
i
ty,andhowt
heseper
cept
ionsmayev
olv
eov
ert
ime

(
Har
t,2014)
.Fur
therst
il
l,r
esear
chont
heexpect
ati
onsofpr
oduct
sand how t
hese

ant
ici
pat
ions(
thati
s,expect
edorant
ici
pat
edexper
iencewi
thapr
oduct
)af
fect
/i
nfl
uence

act
ual
usageexper
iencehav
ebeenr
arel
yst
udi
edi
nthef
iel
dofUXorHCIi
ngener
al.

UX st
udi
eshav
ebeen car
ri
ed outon t
heef
fect
sofi
nter
act
ivi
ty,userengagement
,

psy
chol
ogi
calneedsf
ulf
il
lment
s;pr
agmat
ic,hedoni
c,aest
het
icandaf
fect
ivequal
i
tieson

UX,howev
er,nost
udyhav
ecombi
nedt
heassoci
ati
onsi
nasi
ngl
emodelf
orev
aluat
ion.

Thi
sisani
mpor
tantr
esear
chgap.Thi
spr
esentst
udycombi
nest
hesedesi
gnqual
i
tieson

asi
ngl
eUXmodel
toascer
tai
nthei
rindi
vi
dual
inf
luencesonUX.

Mor
eimpor
tant
ly,no pr
evi
ous r
esear
ch has consi
der
ed t
he ef
fect
s off
undament
s,

anci
l
lar
ies,
andsensat
ional
sonUXov
ert
ime.Ther
ear
est
udi
esi
nmar
ket
ing,
tour
ism and

ot
herser
vice f
iel
ds t
hathav
elooked i
ntot
he i
nfl
uence oft
hese t
hree f
act
ors on

sat
isf
act
ion,howev
er,st
udi
esont
hei
mpactoft
heset
hreef
act
orsonUXi
sver
yscar
e

andt
othebestoft
her
esear
cher
’sknowl
edgei
snoneexi
stenti
nthef
iel
dofUXgener
all
y.

Equal
l
y,ev
ent
houghsomer
esear
chhav
ebeenconduct
edi
nthepasti
not
herf
iel
ds

(
mar
ket
ing,t
our
ism,et
c.)cl
assi
fyi
ng ser
vice/
cust
omerqual
i
ty at
tr
ibut
es i
ntot
hree

cl
assi
fi
cat
ionsont
hebasi
soft
het
hreef
act
ors,
nopr
iorwor
kint
hef
iel
dofUXhasbeen

doneont
hecat
egor
izat
ionofUXqual
i
ties basedont
heset
hreef
act
ors.Thi
saspectof

cat
egor
izi
ngofUXori
tsqual
i
tiesbasedont
het
hreef
act
orsi
ssel
dom f
oundi
nUX

l
i
ter
atur
es.Mor
eov
er,t
hepr
iorst
udi
esi
not
herf
iel
dsmai
nlyf
ocusedonsat
isf
act
ion(
as

aspectofUX)andont
hemoment
aryi
mpactoft
heset
hreef
act
orsonov
eral
lsat
isf
act
ion

(
andnotont
hei
rimpactonsat
isf
act
ionov
ert
ime)
.

19
I
nsummar
y,I
nter
act
ivesy
stemsar
ethus,
syst
emst
hatenabl
eint
eract
ionbet
weenuser
s

andt
hesy
stem i
nuse.I
naddi
ti
on,i
nter
act
ivesy
stemscanbel
ookedatf
rom bot
hthe

userand sy
stem per
spect
ives(
Car
r,2005)
.Userexper
ience(
UX)encompassest
he

char
act
eri
sti
cs,f
acet
sandpr
ocessesat
tri
but
edt
otheconceptof‘
exper
ience’
,buti
n

scopei
tnar
rowsdownt
ouser
s’i
nter
act
ionwi
tht
echnol
ogy
.UXr
efer
stot
heenduser
s’

subj
ect
iveexper
ience(
e.g.emot
ional
,phy
sicalorbehav
ior
alr
eact
ions)t
hati
sfor
med

whi
l
eint
eract
ingwi
thani
nter
act
ivet
echnol
ogi
calar
ti
fact(
Olsson,2012)
.Oppel
aaretal
.

(
2008)opi
nest
hatgoodusabi
l
ityhasbecomeamani
festandobv
iousf
eat
ureandi
ts

consi
der
ati
oni
snotenoughwhendesi
gni
ngsuccessf
ulpr
oduct
s.Asar
esul
t,t
hedesi
gn

chal
l
engeshav
eshi
ft
ed f
rom desi
gni
ng pr
oduct
sthatpr
ovi
der
eli
abl
e,ef
fi
cientand

usabl
efunct
ional
i
ties(
wit
hpr
icest
hatar
ecompet
it
ive)t
othedesi
gni
ngofpr
oduct
sthat

pr
ovi
de user
s wi
th pl
easur
abl
e exper
iences,t
hathav
efeat
ures t
hatexceed t
hei
r

ex
pect
ati
onsandsuppor
tthef
ulf
il
lmentoft
hei
rbasi
candi
mpor
tanthumanneeds,such

asi
dent
if
yingwi
thorsoci
ali
zi
ngt
hroughapr
oduct
.Hassenzahl(
2003)t
husposi
tst
hat

t
her
eist
heneedf
ora“
mor
ehol
i
sti
cper
spect
ivesandanenr
ichmentoft
radi
ti
onalqual
i
ty

model
swi
thnon-
uti
l
itar
ianconcept
s,suchasf
un,j
oy,pl
easur
e,hedoni
cval
ueorl
udi
c

v
alue”i
nthedesi
gnandev
aluat
ionofi
nter
act
ivepr
oduct
s

Har
t(2014)expl
ainst
hatmuchl
essr
esear
chhasf
ocusedonsummat
iveev
aluat
ionsof

i
nter
act
ivepr
oduct
s,andt
hatev
enl
essat
tent
ioni
sgi
vent
othei
nter
act
ivef
eat
ures

cont
ainedwi
thi
nsuchpr
oduct
.Thecompr
ehensi
onofwhatat
tr
act
speopl
etouse,and

cont
inuet
ousei
nter
act
ivedi
git
alpr
oduct
sincor
por
atesacombi
nat
ionofbr
oaderef
fect
s

t
hatt
ranscendsUX,
suchasaest
het
ics,
int
eract
ivi
ty,
aff
ect
,pr
esenceandf
low.Not
abl
ya

numberoft
heseconst
ruct
shav
ebeenwel
lut
il
izedi
nUXst
udi
es,suchasaest
het
ics,

20
af
fectandemot
ion,
howev
erl
i
mit
edf
ocushav
ebeengi
vent
oot
her
ssuchasi
nter
act
ivi
ty,

f
lowandpr
esencei
ntheHCIl
i
ter
atur
e.I
mmer
sion(
fl
ow)andpr
esence(
inv
olv
ement
)and

t
hei
rrol
eshav
ebeenwel
lexpl
oredi
npr
iorr
esear
ch(
Ber
lyne,1960;Csi
kszent
mihal
yi
,

1975,1988)
;howev
er,t
hewayt
heseconst
ruct
simpactonUXi
spoor
lycompr
ehended.

Law,Rot
o,Ver
meer
en,Kor
tandHassenzahl(
2008)associ
atedUXwi
thabr
oadr
angeof

f
uzzyanddy
nami
cconcept
s,suchas,emot
ional
,af
fect
ive,exper
ient
ial
,hedoni
c,and

aest
het
icv
ari
abl
es.Qual
i
ty ofExper
ience i
s def
ined as t
he ext
entofannoy
ance,

f
rust
rat
ion,sat
isf
act
ion,ordel
i
ghtoft
heuserofapr
oductwhi
chemanat
efr
om t
he

f
ulf
il
lmentormeet
ingofexpect
ati
onst
hatt
heuserhasaboutt
heut
il
it
yand/
orenj
oyment

oft
hepr
oduct
,wi
thr
efer
encet
othecur
rentst
ateandper
sonal
i
tyoft
heuser(
Rezaei
,

2015)
.

SECTI
ONTWO

2.
1Int
roduct
ion

Under
standi
ng t
he i
nter
act
ive exper
ience ofusi
ng di
git
alt
echnol
ogi
es i
s act
ual
l
ya

compl
expr
ocess.Tr
adi
ti
onalmet
hodsofassessi
ng i
nter
act
ivet
echnol
ogi
esst
emed

f
rom usabi
l
ity
,whi
chconcent
rat
edoneaseofuse,easeofl
ear
ningandper
for
mance.

21
Userexper
ience(
UX)emer
gedf
rom t
her
ecogni
ti
ont
hatusabi
l
ityonl
y,doesnotaccount

f
ort
hemor
esubj
ect
iveemot
ionalr
esponsesexper
iencedwheni
nter
act
ingwi
thany

i
nter
ati
vesy
stem.Thought
het
erm UX i
slar
gel
yrecogni
zedi
nthehuman-
comput
er

i
nter
act
ion(
HCI
)ci
rcl
es,
itsdef
ini
ti
oni
svague,
thus,
maki
ngi
tchal
l
engi
ngt
oev
aluat
eand

desi
gn.

Sev
eralt
heor
ieshav
ebeensuggest
edt
ohel
pint
heunder
standi
ngofUX;howev
er,t
her
e

i
syetnoconsensualUXt
heor
yormodelt
hathasemer
ged(
Har
t,2014)
.Thei
mpor
tance

ofaest
het
icsi
nimpact
ingandcont
ri
but
ingt
odeci
sionsaboutapr
oduct
squal
i
tygai
ned

muchat
tent
ioni
near
lyUXst
udi
es,whi
chhowev
er,waswi
thconf
li
cti
ngr
esul
ts.Thi
s

spar
kedar
isei
nst
udi
est
ounder
standt
hecompl
exi
ti
esofuserqual
i
tyj
udgment(
Har
t,

2014)
.Pr
iorUXst
udi
esconcent
rat
edont
hemul
ti
-di
mensi
onalconst
ruct
sofpr
agmat
ics,

af
fect
s,hedoni
cs and aest
het
ics,and how t
hese mayi
mpactuserper
cept
ion and

j
udgment(
Har
t,2014)
.Theseconst
ruct
scanv
arydependi
ngont
hecont
ext
,taskand

userbackgr
ound.Conv
ersel
y,smal
lat
tent
ion has been di
rect
ed t
othe ef
fectof

i
nter
act
ivedesi
gn/
productf
eat
uresonUX.Har
t(2014)f
oundf
rom herr
esear
cht
hat

i
nter
act
ivi
tyi
sav
ital
componenti
nUXi
nbot
hshor
tandl
ong-
ter
m usage.

Har
t(2014)expandedt
heexi
sti
ngpr
ocessmodelofuserqual
i
tyj
udgment
,thr
ougha

ser
iesoft
hreest
udi
est
oshowt
hesi
gni
fi
canceofi
nter
act
ivi
tyandhowi
nit
ialper
cept
ion

andj
udgmentofapr
oduct
squal
i
tyhast
hepossi
bil
i
tyofchangi
ngov
ert
ime.Herf
ir
stt
wo

st
udi
esascer
tai
nedt
hesi
gni
fi
canceofi
nter
act
ivi
tyi
nposi
ti
vel
yimpact
ingonUX.Bot
h

st
udi
esi
ndi
cat
edt
hataf
fect
iveandhedoni
crat
ingsi
mpr
ovedasar
esul
tofi
nter
act
ion,

si
gni
fyi
ng t
he power
fuli
nfl
uence ofi
nter
act
ion,and i
ndi
cat
ing cl
earv
ari
ati
ons f
or

websi
test
hatcont
ainedenr
ichedi
nter
act
ivef
eat
uresandqual
i
ties,r
egar
dlessoft
he

22
pr
esenceofusabi
l
ityi
ssues.Fur
therexpl
orat
ionbyHar
t(2014)usi
ngcl
ust
eranal
ysi
s

showed t
hree sub-
groups t
hatcl
assi
fi
ed user
s notonl
y by t
hei
rint
eract
ive st
yle

pr
efer
ences,
butal
sobyt
hei
rpr
edi
sposi
ti
onst
owar
dst
echnol
ogy(
Har
t,2014)
.Accor
ding

t
oHar
t(2014)
,thi
svi
ewofusersub-
groupanal
ysi
sisacont
ri
but
iont
otheUXf
iel
dasi
t

br
idgespopul
ati
on-
lev
elquant
it
ati
veanal
ysi
swi
thqual
i
tat
ivef
indi
ngst
hatemphasi
zes

t
hei
ndi
vi
dual
ethnogr
aphi
cint
erpr
etat
ionsofexper
ience(
Har
t,2014)
.

AnumberofUXst
udi
eshav
econcent
rat
edonshor
t-
ter
m ev
aluat
ions,basedont
hef
ir
st

i
mpr
essi
onst
hatuser
shav
eint
hei
rpr
eandpost
-i
nter
act
ions,howev
er,f
ew oft
hese

st
udi
escapt
uredl
ong-
ter
m usageofi
nter
act
ivepr
oduct
s(Har
t,2014)
.Inaddi
ti
on,Har
t’
s

(
2014)t
hir
dst
udyr
epor
tedonanecol
ogi
call
ongi
tudi
nali
nqui
ryi
ntohow UXchanges

ov
ert
imeandi
nlong-
ter
m pr
oductuse.I
nthest
udy
,agr
oupofnov
icei
Paduser
swer
e

t
rackedov
ersi
xmont
hsandt
heout
comeshowedt
hati
nspi
teofpoorusabi
l
ity
,hedoni
c

qual
i
tieswer
erat
edhi
gh,nonet
hel
ess,ov
ert
ime,usef
ulnessandut
il
it
yremai
nedt
he

l
eadi
ngchar
ater
ist
icsaf
fect
ingUXandpr
oductadopt
ion(
Har
t,2014)
.Theef
fectofbot
h

dev
iceandappshowedt
hatev
ent
houghuser
sdi
scov
eredt
hatt
hedev
icewasmor
e

pl
easur
abl
e,i
twasr
athert
hev
ari
etyofappscont
ainedont
hedev
icet
hatf
aci
l
itat
ed

posi
ti
ve UX.The ov
eral
lresul
tsf
rom t
he Har
t’
s(2014)wor
k of
fer
ed some v
alued

met
hodol
ogi
cali
nsi
ght
sandai
dedi
ntheest
abl
i
shmentofasetofpr
act
icalUXheur
ist
ics

t
hatcanbeempl
oyedt
odi
rectbot
hfut
urer
esear
chanddesi
gnpr
act
ice(
Har
t,2014)
.

2.
2UserEngagement

Userengagementcanbeexpl
ainedasamor
eli
mit
edunder
standi
ngofuserexper
ience

(
UX)
,andr
elat o“
est t
hequal
i
tyoft
hei
nter
act
iveexper
iencer
athert
hant
hewhol
eli
fe

23
spanexper
ienceofapr
oduct
”(Sut
cli
ff
e,2009)
.Itr
efer
stoexami
ningwhyt
echnol
ogi
es

at
tractpeopl
etouset
hem andcont
inuet
ouset
hem wi
thi
nasessi
on.Ont
heot
herhand,

howev
er,UXi
ssetasi
def
ort
hebr
oaderassessmentt
hati
ncl
udewhatmakespeopl
e

adopt and cont

inue t
o use t
echnol
ogy i
nal
ong-
¬ter
m mul
ti
-sessi
on use.The

compr
ehensi
onofwhatat
tract
speopl
etouse,andcont
inuet
ousei
nter
act
ivedi
git
al

pr
oduct
sincor
por
atesacombi
nat
ionofbr
oaderef
fect
sthatt
ranscendsUX,suchas

aest
het
ics,i
nter
act
ivi
ty,af
fect
,pr
esenceandf
low.Not
abl
yanumberoft
heseconst
ruct
s

hav
ebeenwel
lut
il
izedi
nUXst
udi
es,suchasaest
het
ics,af
fectandemot
ion,howev
er

l
i
mit
edf
ocushav
ebeengi
vent
oot
her
ssuchasi
nter
act
ivi
ty,
flowandpr
esencei
ntheHCI

l
i
ter
atur
e.

2.
2.1I
nter
act
ivi
tyandHuman-
Comput
erI
nter
act
ion(
HCI
)

I
nthe domai
ns ofadv
ert
isi
ng,mar
ket
ing,communi
cat
ion,educat
ion and comput
er

sci
ence,t
hel
andscapeofi
nter
act
ivi
tyhasbeenext
ensi
vel
ydel
i
ber
ated,howev
er,ev
en

wi
thal
lthi
s,t
hedef
ini
ti
onoft
heconcepti
sst
il
lvagueanduncl
ear(
Domagk,
Schwar
tz,
&

Pl
ass,2010)
.Thesubj
ectofi
nter
act
ivi
tyhasbeengi
venl
i
mit
edat
tent
ionwi
thi
ntheHCI

l
i
ter
atur
edespi
tet
hef
actt
hati
tisani
mpor
tantt
opi
c.Maj
ori
tyofst
udi
esoni
nter
act
ivi
ty

or
igi
nat
edf
rom busi
nessandmar
ket
ing,orcomput
ersci
ence(
Har
t,2014)
.Ther
eisal
so

ani
ncr
easi
ngcol
l
ect
ionofst
udi
esexami
ningt
heuseofi
nter
act
ivi
tyi
nmuseum and

cul
tur
alspacest
oassi
stl
ear
ningandi
mpr
oveengagementv
iamul
ti
-¬medi
aexhi
bit
sand

mobi
l
etechnol
ogi
es (
Hay
wood & Cai
rns,2006;Ot
hman,Pet
ri
e,& Power
,2011)
.In

addi
ti
on,t
heef
fectofi
nter
act
ivedesi
gnf
eat
uresut
il
izedi
ngamest
oimpr
oveuser

engagementhasbeenr
epor
tedi
nanumberofst
udi
es(
Jennet
tetal
.
,2008;Schi
l
d,

LaVi
olaJr
,&Masuch,
2012)
.Iti
sacknowl
edgedt
hatt
hei
nter
act
ivi
tyofawebsi
tei
sav
ital

24
f
act
ori
ntheat
tract
ionandengagementofuser
sandcanl
eadt
oimpr
ovedsat
isf
act
ion

andsenseofef
fi
cacy(
Bar
gas-
¬Av
il
a&Hor
nbæk,2011;Venkat
eshetal
.
,2003)
.Pr
ior

st
udi
espr
oposet
hatwebsi
tei
nter
act
ivi
tycanenhanceusabi
l
ityandusersat
isf
act
ion

(
Lowr
yetal
.,2006)
,boostpl
ayf
ulness(
Chen & Yen,2004)
,and i
mpr
oveemot
ional

pl
easur
e(Fi
ore,Ji
n,&Ki
m,2005)andengagement(
Mol
l
en&Wi
l
son,2010;Szupr
owi
cz,

1995)
.Ont
heot
herhand,i
twasf
oundt
hati
nter
act
ivi
tyi
nadv
ert
isi
ngi
nter
rupt
sthe

pr
ocessofper
suasi
on,andt
huswasi
nef
fect
ive(
Bezj
i
an-
¬av
ery
,Cal
der
,& I
acobucci
,

1998)
.Thi
sdi
scr
epancycanbeasar
esul
tofot
herconf
oundi
ngv
ari
abl
es,suchast
he

l
evelofi
nter
act
ivi
ty,t
ypeofi
nter
act
ivef
eat
ures,userchar
act
eri
sti
candcont
extofuse

(
Teoetal
.,2003)
.LeeandKoubek(
2010b)di
scov
eredt
hatt
hei
nfl
uenceofper
cei
ved

aest
het
icsandusabi
l
itywashi
gherf
orpr
ethanf
orposti
nter
act
ion,andt
hataest
het
ics

hadef
fectonuserpr
efer
ence.I
naddi
ti
on,
Teoetal
.(2003)i
nthei
rst
udy
,empl
oyedt
hree

l
evel
s ofi
nter
act
ive communi
cat
ions,and r
eveal
ed t
hathi
gh l
evel
s(onl
i
ne soci
al

f
eedback)hadposi
ti
vei
nfl
uenceonuser
sper
cei
vedsat
isf
act
ion,
eff
ect
iveness,
eff
ici
ency

and gener
alat
ti
tude t
owar
ds t
he websi
tes.Howev
er,Por
atand Tr
act
insky (
2012)

di
scov
ered t
hatt
heaest
het
icsofe-
stor
esi
mpact
ed consumer
s’emot
ion(
pleasur
e),

af
fect
ive(
arousal
)st
ates,
andat
ti
tudest
owar
dst
hewebst
ores;mor
eov
er,
theef
fect
sof

i
nter
act
ivef
eat
ureswer
enotexpl
oredf
ull
y.

Fur
ther
mor
e,Cy
r,HeadandI
vanov(
2009)exami
nedt
heper
cei
vedi
nter
act
ivi
ty(
user

cont
rol
,connect
ednessand r
esponsi
veness)ofe-
¬commer
ceatsev
eraldegr
eesof

dy
nami
cvi
sual
i
zat
ion,andf
oundt
hati
mpr
ovedi
nter
act
ivi
tyi
nvi
suali
nfor
mat
ionhad

posi
ti
veef
fectonuser
sper
cei
vedef
fect
iveness,ef
fi
ciency
,enj
oymentandt
rust
,whi
ch

l
edt
oahi
gherwebsi
tepr
oductl
oyal
ty.I
nasur
veyofe-
shoppi
ngwebsi
tescar
ri
edoutby

25
O’
Bri
en (
2010) whi
ch i
ndi
rect
ly exami
ned i
nter
act
ivi
ty wi
th sev
eral engagement

const
ruct
s(f
ocusedat
tent
ion,nov
elt
y,f
elti
nvol
vementet
c.)
,andf
oundt
hatt
heywer
e

i
mpact
edposi
ti
vel
ybysoci
ali
nter
act
ionf
aci
l
iti
es,asuserat
ti
tudes(
hedoni
cmot
ivat
ion)

t
othee-
shoppi
ngexper
ience(
idea,adv
ent
ure)mayhav
ebeeni
mpr
ovedt
hrought
he

i
nter
act
ivef
eat
uresut
il
izedt
oimpr
ovepr
oductpr
esent
ati
onandexpl
orat
ion.Ont
heot
her

hand,
Yi,
JiangandBenbasat(
2011)ut
il
izedt
wol
evel
sofact
ivat
edi
nter
act
ion(
wher
ethe

useri
str
igger
ed t
oint
eract
)and di
scov
ered t
hatt
he i
nter
act
ion l
evelt
hatwas

const
rai
nedwasmor
eef
fect
ivet
hant
heonet
hatwasunconst
rai
nedoraf
ullv
ideo

pr
esent
ati
on,t
hatl
edt
opr
oductseduct
ivenessi
sst
rongerandt
hatal
sol
edt
oamor
e

posi
ti
veat
ti
tudest
owar
dst
hewebsi
te.Li
kewi
se,Ji
angandBenbasat(
2007)madea

compar
isonofst
ati
cpr
esent
ati
onsofpr
oduct
swi
thi
nter
act
ivev
ersi
onsanddi
scov
ered

t
hati
nter
act
ivi
tyandv
ivi
dnessboost
eduser
sint
ent
iont
opur
chase,wher
evi
vi
dness

r
elat
est
ot r
he“i
chnessofamedi
atedenv
ironmentasdef
inedbyi
tsf
ormalf
eat
ures;t
hat

i
s,t
hewayi
nwhi
chanenv
ironmentpr
esent
sinf
ormat
iont
othesenses”(
Steuer
,1992)
.

Fur
ther
mor
e,Chen and Yen,(
2004)r
eveal
ed t
hatpl
ayf
ulness;connect
edness and

r
eci
procalcommuni
cat
ionar
evi
talv
ari
abl
est
hatexpl
ainst
hequal
i
tyandpr
efer
enceof

websi
tes.Equal
l
y,DeAngel
i
,Sut
cli
ff
eandHar
tmann(
2006)r
eveal
edt
hatUX(
int
ermsof
,

ex
pressi
veaest
het
ics,
andpl
easur
e)andov
eral
lpr
efer
encewer
eimpr
ovedbyi
nter
act
ion

st
yle.

I
nsum,
whi
l
eint
eract
ivi
tyhasbeeni
nvest
igat
ed(
acr
osssev
eral
domai
ns)
,butpar
ti
cul
arl
y

concent
rat
ingonwebsi
tes,
maj
ori
tyoft
hest
udi
esi
nfl
owandpr
esencewer
efoundt
obe

i
nthev
irt
ualr
eal
i
tyandgamesf
iel
d(Cy
r,Head,&I
vanov
,2009;Cy
r,Head,Lar
ios,etal
.
,

2009;O’
Bri
en& Toms,2013;O’
Bri
en,2010;Teoetal
.
,2003)
.Theposi
ti
veef
fectof

26
i
nter
act
ivi
tyonef
fi
ciency
,ef
fect
ivenessandsat
isf
act
ionhasbeendemonst
rat
ed,as

showni
ntheTAM measur
es(
Venkat
eshetal
.,2003)
,nev
ert
hel
esst
hei
mpactoft
he

subj
ect
ivemeasur
esofUX(
fori
nst
ance,aest
het
ics,emot
ionandaf
fect
)oni
nter
act
ion

hasgot
tenl
i
mit
edat
tent
ion.Fur
ther
mor
e,t
heappr
oacht
oint
eract
ivi
tyhasbeenhi
nged

onLee(
2005)
,andHof
fmanandNov
ak’
s(1996)
,model
s,t
hatf
ocusedonusercont
rol
,

r
esponsi
venessandconnect
edness,ot
hert
handel
i
ber
ati
ngonspeci
fi
cdesi
gnf
eat
ures

t
hatmayi
mpactUXconst
ruct
s.Hence,t
hei
mpactofdesi
gnf
eat
urest
hatmayboost

i
nter
act
ive exper
ience and a sense off
low orpr
esence hav
e notbeen adequat
ely

ex
plor
edandi
nvest
igat
edwi
thr
espectt
oUX.

McMi
l
lanandHwang(
2002)car
ri
edoutabr
oadr
evi
ewoft
hei
nter
act
ivi
tyl
i
ter
atur
eand

acknowl
edgedt
hreedi
ff
erentf
ormsofi
nter
act
ivi
ty:pr
ocessor
ient
ated(
int
erchangeor2-

¬way communi
cat
i , user cont
on) rol (
int
eract
ive f
eat
ures) and t
ime per
cept
ion

(
responsi
veness)
.Howev
er,
allt
hreedi
mensi
onsf
requent
lyov
erl
apandi
nter
cor
rel
ate.On

t
heot
herhand,
Raf
ael
i(1988)pr
oposedapr
ocess-
ori
ent
ateddef
ini
ti
on,
thatr
elat
est
othe

ex
tentofr
esponsi
veness(
reci
procalcommuni
cat
ion)
,whi
chHof
fmanandNov
ak(
1996)

anchor
edt
hei
rfeedbackmodelut
il
izedi
nthecomput
er-
medi
atedenv
ironment
.Al
so,Wu

(
2006)descr
ipt
ionf
orper
cei
vedi
nter
act
ivi
tyofwebsi
tesi
nter
li
nkedt
hreecomponent
s,

namel
y:per
cei
ved cont
rol
,per
cei
ved r
esponsi
veness and per
cei
ved per
sonal
i
zat
ion.

Li
kewi
se,
Lee(
2005)f
ramewor
ksuggest
sthatper
cei
vedi
nter
act
ivi
tyhav
eef
fectont
rust

wi
thi
nmobi
l
ecommer
ceenv
ironment
.Thi
smodelofusercont
rol
,userconnect
edness

andr
esponsi
venesst
otheuserwasl
i
kewi
seempl
oyedbyCy
r,HeadandI
vanov(
2009)
,

andCy
r,Head,Lar
iosandPan(
2009)
.Fur
ther
mor
e,Kr
ist
ofandSat
ran(
1995)pr
oposed

t
hatuseri
nter
act
ivi
tyi
smot
ivat
edwhent
heyar
eof
fer
edsel
f-
¬di
rect
edcont
rol
,wher
elow

27
andhi
ghl
evel
sofi
nter
act
ivi
tycani
mpactengagementandcogni
ti
vepr
ocessi
ng.They

cr
eat
edasev
en-
¬lev
elscal
ehi
ngedont
hedi
ff
eri
ngl
evel
sofi
nter
act
ivi
tyandusercont
rol
,

empl
oyedbyTeoetal
.(2003)
,andWang,VaughnandLi
u(2011)
.Inaddi
ti
on,Johnson,

Br
unerandKumar(
2006)st
udi
edt
heper
cei
vedi
nter
act
ivi
tyofawebsi
tei
nassoci
ati
on

wi
th non-
ver
bali
nfor
mat
ion,speed of r
esponse,r
esponsi
veness and r
eci
proci
ty,

cont
endi
ng t
hat i
nter
act
ivi
ty ent
ail
sar
eci
procalcommuni
cat
ion pr
ocess t
hat i
s

dependantont
hel
evelofr
esponsi
venessoft
hesy
stem t
otheuser
.Ev
enwi
tht
hepast

ef
for
tsoft
hel
astdecade,
inwhi
chanumberofex
planat
orymodel
shav
ebeensuggest
ed

(
Hof
fman&Nov
ak,1996;Kr
ist
of&Sat
ran,1995;Lee,2005;Wu,2006)
,thenot
ionof

i
nter
act
ivi
tyi
stosomeext
entst
il
lel
usi
veandv
ague.Ther
eappear
stobenocommon

consensual
agr
eementoni
tsdef
ini
ti
on(
Johnsonetal
.
,2006;
Sohn&Lee,
2005)
.

AsHar
t(2014)posi
ts,f
ew st
udi
eshasconcent
rat
ed on summat
ive ev
aluat
ionsof

i
nter
act
ivepr
oduct
s.Sheal
sopoi
ntedoutt
hati
nthesest
udi
es;l
essat
tent
ioni
sgi
vent
o

t
he i
nter
act
ivef
eat
ures i
nthe pr
oduct
.Fur
ther
mor
e,aki
nto UX,i
nter
act
ivi
tyi
sa

commonl
yusedt
erm;howev
ert
heconcepti
srat
heruncl
ear
.Ev
ent
hought
her
ear
e

sev
eraldi
ff
erentmodel
sofi
nter
act
ivi
ty(
Hof
fman&Nov
ak,1996;Kr
ist
of&Sat
ran,1995;

Lee,2005;Wu,2006)
,nonet
hel
ess t
he benef
it
sthatar
e gai
ned f
rom t
he v
ari
ous

i
nter
act
ivef
eat
ures,andt
hewayt
heymayi
mpactonUXi
sst
il
lvague.Resear
chi
nHCI

haspr
inci
pal
l
yconcent
rat
edont
heuseofi
nter
act
ivef
eat
urest
oimpr
oveUXi
nthef
iel
d

ofgamesandent
ert
ainment
,wi
thst
resspl
acedoni
mmer
sion(
Jennet
tetal
.
,2008;

Kor
honen,Mont
ola,&Ar
rasv
uor
i,2009;Sander
s&Cai
rns,2010;Takat
alo,etal
.
,2007)
,

f
low andpr
esence(
Qiu&Benbasat
,2005;Tr
evi
no&Webst
er,1992)
,andpl
ayf
ulness

(
Kor
honenetal
.,
2009)
.Fur
ther
mor
e,t
her
eisal
soaemer
gentandr
isi
ngf
iel
dofr
esear
ch

28
i
ntheuseofi
nter
act
ivemul
ti
-¬medi
atechnol
ogywi
thi
ncul
tur
alspacesandmuseumsf
or

t
hei
mpr
ovementofuserengagement(
Hay
wood&Cai
rns,
2006;
Othman,
Pet
ri
e,&Power
,

2011)
,wi
thanmount
ingi
nter
esti
nser
iousgamesandgami
fi
cat
ion,
thatconnect
spl
ayf
ul

desi
gnpr
inci
pleswi
thi
nter
act
ivedi
git
alt
echnol
ogy(
Clar
k,1987;
Det
erdi
ng,
Dixon,
Khal
ed,

& Nacke,2011)
.A f
ew exper
iment
alst
udi
es on t
he i
mpact
s ofi
nter
act
ivi
tyi
n e-

¬commer
ce websi
tes hav
erev
eal
ed t
hati
tcan posi
ti
vel
y af
fectusersat
isf
act
ion,

enj
oymentandmot
ivat
ion(
Cyr
,Head,&I
vanov
,2009;O’
Bri
en,2010;Teo,Oh,Li
u,&Wei
,

2003)
.Ont
heot
herhand,t
hesest
udi
esonl
yexpl
oredal
i
mit
edcol
l
ect
ionofconst
ruct
s,

t
her
efor
ethei
mpactofUXconst
ruct
sli
ket
hoseofaest
het
ics,
emot
ionandusabi
l
itywi
th

r
egar
dtospeci
fi
cint
eract
ivef
eat
uresi
sst
il
li
ndi
sti
nctandnotf
ull
ysuppor
ted(
Har
t,2014)
.

I
nter
act
ivi
tyhast
obedesi
gnedf
orasi
tdoesnott
akepl
acebyacci
dent
.Iti
sneedf
ult
hat

desi
gner
sknowt
hebestwayt
ousei
nter
act
ivef
eat
ures,andhowt
heycanbeut
il
izedt
o

i
mpactUX.Ni
elsen,(
1999)mai
ntai
ned t
hatdi
ff
erentmul
ti
medi
atechnol
ogi
es of
fer

numer
ousdesi
gnopt
ions,whi
chr
equi
redcont
rol
l
edusei
nor
dert
oav
oidconf
usi
on.I
n

spi
teoft
heexi
stenceoff
ormalgui
del
i
nesmeantt
oav
oidt
hesei
ssues(
ISO14915,
2002)

t
heyof
fer
edl
i
ttl
eadv
icewhendesi
gni
ngf
orUXandaest
het
ics(
Sut
cli
ff
e,Kur
niawan,&

Shi
n,2006)
.Af
ew st
udi
eshav
elookedi
ntohow di
ff
erentdesi
gnf
eat
uresmayi
mpact

userj
udgmentoft
hei
rexper
ience.Ki
m,LeeandChoi
,(2003)poi
ntedoutcomponent
sof

aest
het
icdesi
gnf
eat
ureswi
thi
nawebsi
te(
forexampl
e,hue,br
ight
ness,shape,t
ext
ure

et
c.)andl
i
nkedt
hem t
o13gener
icdi
mensi
onsofemot
ion,ev
ent
hought
hesear
emor
e

si
mil
art
oaest
het
icper
cept
ions(
forexampl
e,st
rongandpower
ful
,cal
m andbal
anced,

cl
assi
caland conv
ent
ional
),r
athert
hanemot
ionalr
esponses.Besi
des,somef
ormal

desi
gngui
del
i
nescanbef
oundi
nthedesi
gncommuni
ty(
Gal
i
tz,2007;Kr
ist
of&Sat
ran,

29
1995)
,nonet
hel
ess t
hey concent
rat
e pr
imar
il
y on gener
all
ayout
,st
yle and col
or

suggest
ions,whi
chconst
it
utej
ustal
i
ttl
easpectoft
heunder
standi
ngoft
hei
mpactof

i
nter
act
ive desi
gn at
tri
but
es (
Lidwel
l
,Hol
den,& But
ler
,2010)
.The f
ramewor
ks of

mul
ti
medi
adesi
gnar
emadeav
ail
abl
e(Hel
l
er,Mar
ti
n,Haneef
,&Gi
evska-
¬Kr
li
u,2001)
,

t
oget
herwi
thmet
hodst
o suppor
tthesui
tabl
echoi
ceofi
nter
act
ivemedi
ato poi
nt

at
tent
iont
oandi
mpr
oveuserengagementandexper
ience(
Sut
cli
ff
eetal
.
,2006)
,thi
s

not
wit
hst
andi
ng,av
eryl
i
mit
edat
tent
ioni
showev
ergi
vent
othei
mpactofi
nter
act
ive

desi
gnf
eat
uresonUX(
Har
t,2014)

2.
2.2Fl
owandPr
esence

I
mmer
sion(
fl
ow)andpr
esence(
inv
olv
ement
)andt
hei
rrol
eshav
ebeenwel
lexpl
oredi
n

pr
iorr
esear
ch(
Ber
lyne,1960;Csi
kszent
mihal
yi
,1975,1988)
;howev
er,t
hewayt
hese

const
ruct
simpactonUXi
spoor
lycompr
ehended.Accor
dingt
oCsí
kszent
mihál
yi(
1990)
,

f
lowi
san‘
opt
imalexper
ience’
,thatexpl
ains“
thest
atei
nwhi
chpeopl
ear
esoi
nvol
vedi
n

anact
ivi
ty”t
otheext hat“
entt not
hingel
seseemst
omat
ter
”tot
hem.Themai
ntenanceof

f
low demandsopt
imalar
ousal
,wher
ecur
iosi
tyi
ssust
ainedv
iacompl
exi
tyandv
ari
ety

(
Ber
lyne,
1960)
,andbyami
xtur
eofper
cei
vedchal
l
enge(
dif
fi
cul
ty)anduserabi
l
ity(
ski
l
l).

Theemphasi
sisi
nkeepi
ngandsust
aini
ngt
hespeci
fi
eduseri
nthef
lowzone,
whi
chhas

beenaconsi
der
abl
yempl
oyedconceptwi
thi
ngamedesi
gn(
Sweet
ser&Wy
eth,2005)
.

The Tr
evi
no and Webst
er(
1992)adapt
ed t
he concepti
nthe comput
er-
¬medi
ated

communi
cat
ion(
CMC)cont
extanddescr
ibedf
ourdi
mensi
onsoff
low,
int
eral
i
a:senseof

cont
rol
,at
tent
ionf
ocus,cur
iosi
tyandi
ntr
insi
cint
erest(
thel
astt
wodi
mensi
onsar
eal
so

ex
plor
edasconst
ruct
sofcogni
ti
veenj
oyment
).Fur
ther
mor
e,i
nC¬MC,Hof
fmanand

Nov
ak (
1996)abst
ract
ed f
low i
nthei
rpr
ocess model
,whi
ch l
i
nked i
nter
act
ivi
ty,

30
t
elepr
esenceandf
low (
ski
l
l,cont
rol
,chal
l
engeandat
tent
ion)
.Inaddi
ti
on,Agar
waland

Venkat
esh(
2002)del
i
ver
edamul
ti
-di
mensi
onalmodelofcogni
ti
veabsor
bsi
on,whi
chi
s

anext
ensi
onoff
lowt
hatcompr
isesenj
oyment
,cur
iosi
ty,
cont
rolandf
ocusedi
mmer
sion.

Thoughf
lowdemonst
rat
essomesi
mil
ari
ti
eswi
thi
mmer
sion,
iti
stakenorseenasmor
e

f
leet
ingort
ransi
tor
y(Sander
s&Cai
rns,
2010)
,wher
easi
mmer
sioni
sconsi
der
edasmor
e

l
ongl
ast
ing,asexpl
ainedbyJennet
tetal
.(2008)
,whoassessedi
mmer
sionasagr
aded

t
hree-
step pr
ocess t
hatst
art
s wi
th engagement
,then i
nvol
vementand t
hen t
otal

i
mmer
sion,
wit
hfl
owexper
iencedatt
heext
remeort
ermi
nal
endofi
mmer
sion.

Fur
ther
mor
e,t
her
oot
sofpr
esenceor
igi
nat
edf
rom v
irt
ualr
eal
i
tywher
etheuseri
s

char
act
eri
zedasanav
atar(
thati
sav
irt
ualchar
act
er)
.Pr
esencer
efer
stot
hesubj
ect
ive

ex
per
ienceoff
eel
i
ngsi
tuat
edi
nonepl
ace,andi
tisconci
sel
ydescr
ibedas‘
thesenseof

bei
ngt
her
e’(
Lombar
d&Di
tt
on,
1997)
.Mor
eov
er,
occasi
onal
l
ypr
esencei
stakent
obet
wo

cor
rel
atedel
ement
s,v
iz:t
elepr
esence(
thesenseoff
eel
i
ngpr
esenti
nthemedi
ated

env
ironment
),andsoci
alpr
esence(
thesenseofbei
ngt
her
ewi
thanot
her
).Howev
er,

pr
esencer
elat
est
othenat
uralper
cept
ionoft
heenv
ironment(
Biocca,Har
ms,&Gr
egg,

2001;St
euer
,1992)
.AsWi
tmerandSi
nger
,Mi
chael
,(1998)put
sit
,whi
l
epr
esencei
sa

mul
ti
facet
ed const
ruct
,cont
roland i
nvol
vementon t
he ot
herhand,ar
eimpor
tant

const
it
uentpar
ts,t
hisnot
wit
hst
andi
ng,ot
herv
ari
abl
es(
suchas,at
tent
ion,nat
ural
ness,

sensor
yexper
iences)ar
eal
soessent
ial
,andl
i
kei
mmer
sionar
eexper
iencedi
nvar
ying

ex
tent
s.Asar
esul
toft
henat
ureofpr
esence,
pri
orr
esear
chf
oundmost
lyi
nvi
rt
ualr
eal
i
ty

orgami
nghasl
i
mit
edst
udi
esexami
ningt
hei
nfl
uenceofpr
esencei
not
herar
easot
her

t
hanv
irt
ualr
eal
i
tyorgames.Qi
uandBenbasat(
2005)i
nthei
rwor
kexami
nedpr
esence

ut
il
izi
ngawi
thorwi
thoutav
atarasl
i
ve-
¬hel
passi
stancef
oranonl
i
neshoppi
ngsi
te,and

31
di
scov
eredt
hat3Dav
atarenhancedt
heuser
ssenseoft
elepr
esence,butnott
hei
rsoci
al

pr
esence. Al
so,Yoon,Laf
fey and Oh (
2008) compar
ed 2D and 3D gr
aphi
cal

r
epr
esent
ati
onsofanonl
i
nef
urni
tur
est
ore,
anddi
scov
eredt
hatuser
sfel
tahi
ghersense

ofpr
esenceast
heyar
eint
eract
ingwi
tht
he3Dst
ore,andt
hisi
mpr
ovedt
hei
rsenseof

usef
ulnessandusabi
l
ity(
Hassenzahl
&Tr
act
insky
,2006)
.

Thi
sst
udywi
l
lfi
nd outhow desi
gn and pr
oductqual
i
tyat
tr
ibut
esi
nfl
uenceUX of

i
nter
act
ivesy
stemsov
ert
imeacr
osssev
eralpl
atf
orms.Ther
ear
ehowev
eraf
ew but

scar
cest
udi
esonhowi
ndi
vi
dual
svar
yint
hei
rper
cept
ionsofpr
oduct
/desi
gnqual
i
ty,
and

howt
heseper
cept
ionsandj
udgement
smaychangeov
ert
ime(
Har
t,2014)
.Int
hisst
udy
,

i
nter
act
ivi
tywi
l
lbel
ookedi
ntowi
thr
espectt
oHar
tmann’
setal
.
,(2008)t
heor
y,si
nce

i
nter
act
ivi
tyhasbeenv
iewedasav
italv
ari
abl
einat
tr
act
ingandengagi
nguser
singames

andent
ert
ainment(
Jennet
tetal
.,
2008)
,cul
tur
alspaces(
Hay
wood&Cai
rns,
2006)ande-

commer
ce websi
tes (
O’Br
ien,2010)
.Ev
en t
hough f
low and pr
esence i
svi
ewed as

v
aluabl
emeasur
esf
ori
mmer
sionandengagementi
nthef
iel
dofgames(
Jennet
tetal
.
,

2008)
,theyhav
enotbeenadequat
elyempl
oyedt
oexami
net
hei
mpactofi
nter
act
ivi
tyon

UX wi
thr
espectt
opar
ti
cul
ari
nter
act
ivedesi
gnqual
i
tyat
tr
ibut
es.Not
abl
y,t
osust
ain

engagi
ngexper
iencedur
ingi
nter
act
ionuser
sneedt
oret
ainhi
ghar
ousalandposi
ti
ve

af
fectv
iai
nter
est
ing,st
imul
ati
ng and exci
ti
ng i
nter
faces.Posi
ti
ve af
fecthas been

pr
esent
edt
oimpr
ovepr
obl
em sol
vi
nganddeci
sion-
¬maki
ng(
Isen,2001)
,andi
mpact
s

user
s’i
ntent
iont
ouseI
Tappl
i
cat
ions(
Zhang&Li
,2004)
.

2.
3Fr
om Usabi
l
ityt
oExper
ience

UXi
snotnewasi
twasov
ert
wodecadesagot
hatCar
rol
landThomas(
1988)expl
ored

32
t
heassoci
ati
onbet easeofuse’and‘
ween‘ fun’
,andt
henchal
l
engedt
heHCIcommuni
ty

wi
thacal
lforasy
stemat
icandsci
ent
if
icst
udyoff
un.Ther
ewasanobscur
ingand

uncl
earbor
der
sast
echnol
ogymov
edoutoft
hewor
kpl
acet
oper
meat
ethedai
l
yli
feof

user
s,gener
ati
ngadi
chot
omybet
weent
echnol
ogi
esempl
oyedas‘
tool
s’f
orwor
k,and

t
hose ut
il
ized as ‘
toy
s’f
orl
eisur
e(I
gbar
ia,Schi
ff
man & Wi
eckowski
,1994;Monk,

Hassenzahl
,Bl
ythe&Reed,2002)
.Itbecamedi
ff
icul
ttodef
inecl
ear
lyt
heboundar
iesof

t
echnol
ogyasat
oolf
orwor
kandasat
oyf
orf
unandpl
ay.Consequent
ly,
theUXconcept

ev
olv
edoutofconcer
nst
hatt
radi
ti
onalusabi
l
ityut
il
izedt
oassesst
hemor
einst
rument
al

t
ask-
¬or
ient
edaspect
sofwor
kexper
ience,di
dnotaccountf
ort
hemor
eemot
ional

hedoni
cqual
i
tiesofuse(
Har
t,2014)
.Thi
sledt
oashi
fti
ndi
rect
ionandf
ocus,mov
ing

away f
rom t
he obj
ect
ive aspect
s ofpr
oductuse (
such as,f
unct
ional
i
ty,cont
ent
,

pr
esent
ati
on,usef
ulness,per
for
mance,ut
il
it
y,usabi
l
ity
,et
c.)
,toi
ncl
ude t
he mor
e

subj
ect
ivev
iew ofuser
s’mood,passi
on,f
eel
i
ngs,per
cept
ions,emot
ions,at
ti
tudes,

psy
chol
ogi
calneed,andmot
ivat
ions.Thi
sshi
fti
npar
adi
gm howev
erl
edt
othesl
owness

ofUXi
ndev
elopi
ngasar
esear
char
ea,
sincesubj
ect
iveopi
nionsofuser
slookedsof
uzzy

t
obeaccept
edcr
edi
ble(
Monketal
.,
2002)
,hencer
aisi
ngdoubt
saboutt
hemeasur
abi
l
ity

ofUX.Nev
ert
hel
ess,
thesemi
nalpaperofTr
act
insky
,Kat
z,andI
kar
,(2000)t
it
led‘
Whati
s

beaut
if
uli
susabl
e’hi
ght
enedt
hei
mpor
tanceofaest
het
icsi
nimpact
ingdeci
sionson

pr
oduct
squal
i
ty,andt
hisl
edt
oaf
loodofUXr
esear
cht
hatexami
nedawhol
erangeof

aspect
sthati
ncl
udedpl
easur
e(Jor
dan,
2000)
,joyofuse(
Hassenzahl
,Beu,
&Bur
mest
er,

2001)
,hedoni
cqual
i
ty(
Hassenzahl
,2001)
,at
tract
iveness(
Nor
man,2002)
,andaest
het
ic

beaut
y(Hassenzahl
&Monk,
2010;
Lav
ie&Tr
act
insky
,2004)
,amongot
her
s.

Ear
li
err
esear
chi
nUXcont
endedt
hatusabi
l
ityconcept
swer
enar
rowl
ytooconcent
rat
ed

33
ont
asksuccess,per
for
mance,ef
fi
ciency
,ef
fect
iveness,pr
oduct
ivi
tyandl
ear
nabi
l
ity
,et
c.

Thi
sinev
itabl
ymakedanot
ionofqual
i
tyt
hati
swi
deri
nfocust
obet
hencef
ort
hrequi
red

(
Har
t,2014)
.Thei
ssuesandchal
l
engeswi
thusabi
l
itywasi
tsov
erconcent
rat
ionont
he

i
nst
rument
al,per
for
mance,ut
il
it
ari
an,pr
agmat
icandf
unct
ionalaspect
sofapr
oduct

(
Har
t,2014)
.Gav
erandMar
ti
n(2000)howev
ercont
endedf
orabr
oadercol
l
ect
ionof

al
ter
nat
ivel
i
stofneeds i
n whi
ch t
o ev
aluat
e di
git
alt
echnol
ogi
es and appl
i
cat
ion

i
nter
faces.

2.
3.1Exami
ningUsabi
l
ity

ShackelandRi
char
dson(
1991)posi
tst
hatt
heusabi
l
ityofasy
st pment“
em orequi ist
he

capabi
l
ity[
ofapr
oduct
]i
nhumanf
unct
ionalt
ermst
obeusedeasi
l
yandef
fect
ivel
ybyt
he

speci
fi
edr
angeofuser
s,gi
venspeci
fi
edt
rai
ningandusersuppor
t,t
oful
fi
llt
hespeci
fi
ed

r
ange oft
asks,wi
thi
nthe speci
fi
ed r
ange ofenv
ironment
alscenar
ios”
.Fr
om t
his

def
ini
ti
oni
tcanbeadj
udgedt
hatusabi
l
ityi
sanessent
ialandpi
vot
alconcepti
nHCIas

hasbeenar
guedonbyschol
arsf
orsomedecades(
Har
t,2014)
.Schol
arl
yar
gument
s

hav
ebeenwi
thr
espectt
oit
sdef
ini
ti
onandi
tsuseasameasur
ingpar
amet
er(
Dil
l
on&

Wat
son,
1996)
.Itemer
gedf
ir
sti
nthe1980sasar
epl
acementf
ort
het
erm‘
userf
ri
endl
y’
.

Byi
t,desi
gner
swer
ecompel
l
edt
obemor
euser
-¬cent
eredi
nthei
rdesi
gnappr
oachand

t
ogi
veat
tent
iont
oandpl
aceconsi
der
ati
ononuser
sal
lthr
ought
hedesi
gnphasesand

act
ivi
ti
es(
Stev
ens,1983)
.Thi
stur
nedar
oundt
obecomeat
urni
ngpoi
nti
nthedesi
gnof

comput
ersy
stems,
whi
chhi
ther
tot
radi
ti
onal
l
yconcent
rat
edonadesi
gnappr
oacht
hati
s

t
op-
¬down,wher
eal
lrequi
rement
swer
eit
emi
zedi
nthepl
anni
ngphase(
Har
t,2014)
.

Usabi
l
ityhaspr
ogr
essedev
olut
ional
l
ythr
oughsev
eralst
agesofdef
ini
ti
ons,wi
thi
nit
ial

ex
pressi
onsof‘
easeofuse’(
Mil
l
er,1971)
,thatwaschar
act
eri
sedbyEason,(
1984)who

34
usedf
ourconst
it
uent
s:t
heuser
’schar
act
eri
sti
cs,t
askchar
act
eri
sti
cs,sy
stem f
unct
ion

andt
heenv
ironment
.

Fur
ther
mor
e,ShackelandRi
char
dson(
1991)l
aterexpandedi
tandaddedf
ouroper
ati
onal

aspect
s(i
ncl
udi
ng:ef
fect
iveness,l
ear
nabi
l
ity
,fl
exi
bil
i
tyandat
ti
tude)t
o assi
sti
nthe

ev
aluat
ionofusabi
l
itydur
inguse.Thi
sopenedt
hewayf
ort
heNi
elsen'
sev
aluat
ion

met
hods (
1993)t
hatconsi
sted ofsev
eralmeasur
abl
e char
act
eri
sti
cs (
forexampl
e,

l
ear
nabi
l
ity
,ef
fi
ci
ency
,memor
abi
l
ity
,er
ror
sandsat
isf
act
ion)
.Mor
eov
er,t
hef
ir
stf
ormal

def
ini
ti
onf
rom t
heI
nter
nat
ionalOr
gani
zat
ionf
orSt
andar
dizat
ion,(
ISO9241-
¬11,1998)

cameupi
n1998,anddef
inesusabi
l
it t
yas,“heext
entt
owhi
chapr
oductcanbeusedby

speci
fi
eduser
stoachi
evespeci
fi
edgoal
swi
thef
fect
iveness,ef
fi
ciencyandsat
isf
act
ion

i
naspeci
fi
edcont
extofuse”
.Thi
sdef
ini
ti
onemphasi
zedt
hemeasur
abl
efacet
sof

usabi
l
ity(
thati
s,ef
fect
iveness,ef
fi
ciencyandsat
isf
act
ion)t
hatshoul
dbeassessedi
n

t
ermsofcont
extofuse(
thati
s,t
ask,
userandsi
tuat
ion)(
Har
t,2014)
.

I
naddi
ti
on,usabi
l
ityi
soneoft
hesof
twar
equal
i
tymet
ri
csst
ipul
atedbyt
heI
SO/
IEC

25010:2011(
2011)Qual
i
ty-
in-
usest
andar
d.I
tdef
inesusabi
l
ityast
hedegr
eet
owhi
ch

sof
twar
ecanbeusedbypeopl
etomeett
hei
rneeds.I
tcov
ersef
fect
iveness,ef
fi
ciency
,

f
reedom f
rom r
isk,sat
isf
act
ion,andcont
extcov
erage(
Wagner
,2013)
.Accor
dingt
o

I
SO/
IEC25010(
2011)
,usabi
l
ityqual
i
tyi
ncl
udest
hef
oll
owi
ngat
tr
ibut
es:i
)ef
fect
iveness

i
nuse:t
hisi
stheext
entatwhi
chspeci
fi
edgoal
sar
ereachedbyuser
sinapar
ti
cul
ar

cont
extofuse;i
i
)ef
fi
ci
encyofuse:t
hisi
sther
ateatwhi
chuser
smakeuseofsui
tabl
e

andmi
nimum amountofr
esour
cesi
nachi
evi
ngt
hei
rgoal
sinapar
ti
cul
arusagecont
ext
;

i
i
i)f
reedom f
rom r
isk:t
hisi
sther
ateatwhi
chpossi
bler
isksar
emi
ti
gat
edt
osav
ehuman

l
i
fe,t
heuser
’sheal
thandhi
senv
ironmentwhi
l
eusi
ngapr
oduct
.Ri
skr
efer
stot
he

35
possi
bil
i
tyofoccur
rence ofbad ev
ent
s.A good sy
stem/
appl
i
cat
ion i
s expect
ed t
o

pr
ovi
si
onf
ort
hemi
ti
gat
ionofr
isks;i
v)cont
extcov
erage:t
hisi
sther
ateatwhi
cha

sy
stem canbeusedef
fect
ivel
y,ef
fi
cient
lyandwi
thf
reedom f
rom r
iski
naspeci
fi
c

cont
ext
.Cont
extr
efer
stoanyi
nfor
mat
iont
hatdescr
ibesasi
tuat
ioni
nwhi
chauserf
inds

hi
m/her
sel
f;andv
)sat
isf
act
ioni
nuse:t
hisr
efer
stot
hel
evelatwhi
chuser
sar
egl
ador

comf
ort
abl
ewi
thandsat
isf
iedaboutapr
oducti
nadef
inedcont
ext
.

2.
3.2TheI
ssueswi
thUsabi
l
ity

Whi
l
eef
fect
ivenessandef
fi
ciencyasobj
ect
iveori
nst
rument
almeasur
esofusabi
l
ityar
e

mor
eeasi
l
ymeasur
ed,ont
heot
herhand,sat
isf
act
ion,asubj
ect
iveornon-
inst
rument
al

measur
eofusabi
l
ity
,ismor
edi
ff
icul
ttomeasur
e,becausei
tishi
ghl
yper
cept
ivei
nnat
ure

(
Har
t,2014)
.Ef
fect
ivenessdenot
est
heaccur
acyandcompl
etenesswi
thwhi
chuser
s

achi
evet
hei
rspeci
fi
edgoal
sandi
tispar
ti
cul
arl
ymeasur
edusi
ngt
askcompl
eti
on(
or

success)r
ates,ander
rorr
atesi
naspeci
fi
edt
ask.Ont
heot
herhand,ef
fi
ciencyr
efer
sto

t
heaccur
acyandcompl
etenesswi
thwhi
chuser
scompl
etet
hei
rtasksandgoal
swi
th

mi
nimalamountofr
esour
ces.I
thast
odowi
tht
heamountofr
esour
cesexpendedby

user
stosuccessf
ull
yachi
evet
hei
rgoal
s.Thi
sat
tri
but
eismeasur
edusi
ngl
ear
ningand

t
askcompl
eti
ont
imeandef
for
t.Meanwhi
l
e,sat
isf
act
ioni
sassoci
atedwi
tht
heuser
s’

f
reedom f
rom di
scomf
ortandt
hei
rposi
ti
veat
ti
tudesandf
eel
i
ngst
owar
dst
heuseofa

par
ti
cul
arpr
oduct(
Har
t,2014)
.Iti
smeasur
edusi
ngpsy
chomet
ri
cscal
est
hatev
aluat
e

user
s’ov
eral
lsubj
ect
ivepr
efer
ence,andt
hei
rgener
alper
cept
ionsoft
hepr
oduct
’squal
i
ty

(
Hor
nbæk&Law,
2007;
Hor
nbæk,
2006)
.Theset
hreemeasur
esofusabi
l
ity(
eff
ect
iveness,

ef
fi
ciency
,andsat
isf
act
ion)ar
ehowev
erassumedt
ost
rongl
ycor
rel
ate.Ni
elsonandLev
y

(
1994)car
ri
edoutamet
a-¬anal
ysi
sof57st
udi
esanddi
scov
eredt
hatast
rongcor
rel
ati
on

36
ex
ist
sbet
weenuser
s’av
eraget
askper
for
manceandav
eragesubj
ect
ivesat
isf
act
ion.

Conv
ersel
ytheseout
comeshav
elat
erl
ybeenquest
ionedbysomeot
hersubsequent

st
udi
es(
Hor
nbæk&Law,2007)
.Thesest
udi
essubmi
tthatsubj
ect
iveper
cept
ionsof

usabi
l
ityar
edi
ff
erentf
rom obj
ect
iveper
for
mancemeasur
es,andcanbedependenton

user
s’pr
iorcomput
erexper
ienceandpr
efer
ences(
Bai
l
ey,1993;Ki
ssel
,1995)
.Al
though

t
heusabi
l
ityst
andar
dwasi
mpr
ovedi
nISO9126(
2001)t
ocompr
isemor
etwof
eat
ures

(
lear
nabi
l
ityandsecur
it
y),nonet
hel
ess,t
heI
SO st
andar
ds,I
SO 9126andI
SO 9241-
11,

l
acked har
mony
,because t
heywer
e dev
eloped f
rom t
wo di
ff
erentst
andpoi
nts(
for

i
nst
ance,I
SO9241-
¬11emanat
edf
rom t
heHCIf
iel
d,wher
easI
SO9126or
igi
nat
edf
rom

t
hesof
twar
eengi
neer
ingdomai
n),t
husmaki
ngi
tachal
l
engef
ort
het
woI
SOSt
andar
ds

t
obehar
moni
ousl
yint
erpr
etedandappl
i
ed(
Abr
an,
Khel
i
fi,
&Sur
yn,
2003)
.

Fol
l
owi
ngt
hei
nconsi
stencyi
nst
andar
dsf
orusabi
l
ity
,theev
aluat
ionofusabi
l
ityhas

pr
ovent
obeachal
l
enge.Thi
snot
wit
hsat
andi
ng,t
her
ear
evar
iouspr
act
icalappr
oaches

t
otheev
aluat
ionofusabi
l
ityt
hathav
ebeenpr
oposed,suchasheur
ist
icev
aluat
ion

(
Niel
sen,
1994)
,cogni
ti
vewal
kthr
oughs(
Lewi
s,Pol
son,
Whar
ton,
&Ri
eman,
1990)
,GOMs

(
Car
d,Newel
l
,&Mor
an,1983)andusert
est
ingmet
hods(
Agar
wal&Venkat
esh,2002)
.

Theseusabi
l
ityev
aluat
ionmet
hodsassumet
hatt
her
eist
hepossi
bil
i
tyofi
dent
if
ing

usabi
l
ityatdi
ff
erentl
evel
sofgr
anul
ari
ty.Ni
elsen(
1993)pr
ovi
dedabr
oadr
angeofdesi
gn

pr
inci
plesor“
heur
ist
ics”t
hatar
ecar
ri
edoutbysmal
lgr
oupsofev
aluat
orst
oascer
tai
n

t
heusabi
l
ityofwebsi
tes(
Niel
sen&Mol
i
ch,
1990;
Niel
sen,
1994)
.AsNi
elsen(
1993)posi
ts,

usabi
l
ityconsi
stoff
ivequal
i
ties(
thati
s,l
ear
nabi
l
ity
,ef
fi
ciency
,memor
abi
l
ity
,er
ror
sand

sat
isf
act
ion)
.Hecl
aimedt
hatt
heseat
tri
but
escanof
ferv
aluabl
edi
agnost
icassi
stancet
o

pr
act
it
ioner
stoenhanceusabi
l
ity
.Thought
heseappr
oachesar
eusef
uli
nensur
ingt
hat

37
pr
oduct
sar
emor
eusabl
e,t
heywer
edi
scov
eredt
obel
i
mit
edi
ntheassessmentoft
he

subj
ect
ive aspect
s(such as,aest
het
ics,pl
ayf
ulness,and at
tr
act
iveness,et
c.) of

i
nter
act
ivepr
oduct
s(Sut
cli
ff
e,2002)
,andi
ntheev
aluat
ionofhow t
hesei
mpactont
he

emot
ionalexper
iencesofuser
sast
heyuset
hei
nter
act
ivesy
stems(
Hassenz
ahl&

Tr
act
insky
,2006)
.Consequent
ly,i
tist
hencef
ort
h necessar
ythata br
oad based

pr
ospect
ivewasneeded,t
hatwi
l
lext
endt
het
radi
ti
onalusabi
l
ityconceptt
oadequat
ely

capt
ureUX.

2.
4Goi
ngbey
ondUsabi
l
ity

Ther
ear
esev
eralcr
it
iquesont
het
radi
ti
onalusabi
l
ityappr
oacht
hatl
ayemphasi
sont
he

obj
ect
ivechar
act
eri
sti
csofef
fect
iveness,ef
fi
ciency
,andl
ear
nabi
l
ityt
hatconcent
rat
eon

t
hemeasur
abl
efacet
soft
askper
for
manceandpr
oduct
ivi
ty.Thi
sappr
oachwhi
chi
sal
so

basedonl
abor
ator
ytest
ingsandexper
iment
showev
ermi
ssedoutont
heper
cept
iveand

subj
ect
ivecont
extofHCI(
Whi
tesi
de&Wi
xon,
1987;
Winogr
ad&Fl
ores,
1986)
.Car
rol
land

Campbel
l
’s(
1989)cont
ext
ualv
i hat“
ewt art
if
act
str
ulycannotbeunder
stoodapar
tfr
om

t
he si
tuat
ion i
n whi
ch t
hey ar
e used” encour
aged and pr
ompt
ed st
udi
es f
ort
he

consi
der
ati
on ofa br
oadercont
extt
hatgoes bey
ond ort
ranscends t
he t
radi
ti
onal

usabi
l
ityappr
oaches(
Har
t,2014)
.

2.
4.1Emot
ional
andExpr
essi
veExper
iences

Car
rol
landThomas(
1988)
,thr
ew t
hechal
l
engeofsepar
ati
ng‘
easeofuse’andt
he

mot
ivat
ionalchar
act
eri
sti
c of‘
fun’
,cont
endi
ng t
hatease ofuse i
nfer
s ori
mpl
i
es

si
mpl
i
cit
y,whi
chi
snotessent
ial
l
yincl
i
nabl
etomaki
ngsomet
hingf
un,t
her
efor
ether
eis

t
hel
i
kel
i
hoodt
hatt
het
hingcoul
dtur
noutt
obeuni
nter
est
ingandbor
ing.Thus,Car
rol
l

38
andThomas(
1988)not hat“
edt exper
iencest
hatar
efunar
emor
eat
tr
act
ivet
opeopl
e”,

andt
her
efor
ecal
l
edf
orasy
stemat
icandsci
ent
if
icst
udyoff
un(
Car
rol
l&Thomas,
1988;

Hassenzahl
,Pl
atz,Bur
mest
er,&Lehner
,2000;Monk,Hassenzahl
,Bl
ythe,&Reed,2002)
.

Equal
l
y,Mal
one(
1981)al
sonot
edt
heexpr
essi
vev
ari
ancesobser
vedbet
weenuser
s

pl
ayi
ngeducat
ionalgamesi
nrel
ati
ont
othoseusi
ngcomput
erasat
oolf
orpef
ormi
ng

pr
act
ical
tasks,
andt
hendev
elopedsomeheur
ist
icsf
ori
ntr
insi
cmot
ivat
ion.

I
naddi
ti
on,
otheraspect
sofhumanbehav
iourder
ivedf
rom consumerr
esear
chspeci
fi
ed

andl
ocat
edemot
ionalandhedoni
cexper
iencesasdomi
nantmot
ivat
orsofuse(
Desmet

&Ov
erbeeke,
2001;
Hir
schman&Hol
brook,
1982;
Hol
brook&Hi
rschman,
1982)
.Si
mil
arl
y,

er
gonomi
canddesi
gnr
esear
chont
heot
herhandr
ecogni
zedt
hatusabi
l
itydi
dnott
ake

i
ntoaccountt
heposi
ti
vef
eel
i pl
ngsof“ easur
einpr
oductuse”whi
chl
eadst
o“emot
ional

andhedoni
cbenef
it
s”,
thatt
ranscendsusabi
l
ity(
Jor
dan,
1998)
.

2.
4.2Af
fect
iveReact
ionsandResponses

Ther
ehav
ebeenagr
owi
ngi
nter
estandpopul
ari
tyofaf
fecti
nthedesi
gndomai
n,ast
her
e

hasbeenf
ort
hemot
ivat
ionalchar
act
eri
sti
csoff
un,
pleasur
eandenj
oyment(
Har
t,2014)
.

Ev
ent
hought
heconceptofaf
fectencapsul
atesar
angeofpsy
chol
ogi
calst
atest
hat

compr
isedemot
ions,f
eel
i
ngs,moodsandpassi
onset
c.,t
het
ermsaf
fect
,emot
ionand

moodar
efr
equent
lyusedi
nter
changeabl
y.Af
fecti
sfr
equent
lyseenasbot
hmoodand

emot
ion,
wher
easemot
ioni
susual
l
yar
eact
ionorar
esponset
hathasaspeci
fi
cst
imul
us

(
per
son,obj
ectorev
ent
)pr
ecedi
ngi
t,and i
sty
pical
l
ybr
iefi
ndur
ati
on(
secondsor

mi
nut
es)(
Har
t,2014)
.Moodi
sont
heot
herhandi
smor
esubt
le,non-
¬speci
fi
c,l
onger

l
ast
ing and l
ess i
ntense,and gi
ves a per
son a posi
ti
ve ornegat
ivet
endencyand

39
i
ncl
i
nat
ion(
Fri
j
da,1986;Nor
man,2002;Zi
mmer
mann,Gut
tor
msen,Danuser
,&Gomez,

2003)
.Af
fectcanber
egar
dedas‘
feel
i
ngs’
thatar
eev
identi
nbot
hmoodsandemot
ions.

Russel
l(2003)mai
ntai
nedt
hat
‘Cor
eAf
fect
’isconsi
der
edt
heneur
ophy
siol
ogi
calst
ate

t
hati
sani
ntegr
albl
endoft
wodi
mensi
ons,
hedoni
cval
ence(
pleasur
e-¬di
spl
easur
e),
and

act
ivat
ionv
alue(
cal
m-¬ex
cit
ed)
.Cor
eaf
fect
sar
eusual
l
yexper
iencedi
nassoci
ati
ont
ono

knownst
imul
us,andar
efr
eef
lowi
ng.Nonet
hel
esst
heaf
fect
ivequal
i
tyofast
imul
us(
an

obj
ect
,pl
ace,
orev
ent
)hast
hecapabi
l
ityt
ochangeaper
son’
scor
eaf
fect(
thati
s,‘
aff
ect

i
nfusi
on’
oraf
fect
ivej
udgment
)(For
gas,
1995)
.

Af
fect
iver
esponsest
oapr
oducthasbecameoneoft
hemai
nemphasi
sinHCI(
Desmet

& Hekker
t,2002;Desmet& Ov
erbeeke,2001;Mcdonagh,Hekker
t,VanEr
p,& Gy
i,

2003)
.Thi
s was mi
rr
ored on i
nthe ‘
Aff
ect
ive Comput
ing’par
adi
gm t
hatdr
ives at

suppor
ti
ng comput
erst
oint
eractnat
ural
l
ywi
th human needs,wi
tht
he apt
it
ude t
o

r
ecogni
zeandexpr
essemot
ions(
Picar
d,1997)
.Fur
therst
udi
escont
endedt
hathumans

r
eactt
o‘comput
ersassoci
alact
ors’
andt
hissi
gni
fi
est
hatpeopl
erespondorr
eactt
o

comput
ersi
nthe wayt
heydo wi
th ort
o ot
herpeopl
e,i
nthei
ruse ofi
nter
act
ive

t
echnol
ogy(
Khan&Sut
cli
ff
e,2014;
Reev
es&Nass,
1996)
.Thedev
elopmentofcomput
er

gr
aphi
csandmul
ti
-¬medi
acomput
ersy
stemst
hatut
il
izedv
ari
ousv
isualdesi
gnf
eat
ures

l
i
kecol
or,
li
ght
,musi
c,et
c.,
ledt
otheenhancementoft
heemot
ionalexper
iencesofuser
s

(
Schei
rer& Pi
car
d,1999)and al
so openedupanew av
enueofr
esear
ch.Af
fect
ive

comput
ingof
fer
edi
nsi
ghti
ntot
hecompr
ehensi
onofphenomenasuchasat
tent
ion,

memor
yandaest
het
ics,andshowcasedt
hesi
gni
fi
canceofemot
ionsi
nassoci
ati
ont
o

humant
hinki
nganddeci
si
on-
¬maki
ng(
Isen,
1995,
2001;
Zhang&Li
,2004)
.

Whi
l
eaf
fectwi
thi
ntheUXdomai
nsi
gni
fi
esaper
son’
spr
imesubj
ect
iver
esponset
oa

40
pr
oduct
,whi
chcanf
luct
uat
eanddi
ff
erbet
weendi
ff
erentuser
s,per
cei
vedusef
ulnessor

per
cei
vedease-
¬of
-usei
saper
sons’
cogni
ti
ver
esponset
oapr
oduct(
Brav
e&Nass,
2003;

For
gas,1995;Zhang&Li
,2004)
.Thi
sisi
nhar
monywi
thNor
man(
2002)
,whopr
oposes

t
hataf
fect
,emot
ionandcogni
ti
oni
nter
actwi
theachot
herandi
mpactonuser
s’t
hought

andv
aluej
udgment
s.Hef
urt
herposi
tst
hatt
hecausalchai
nofapr
oduct
’sbeaut
ycan

occasi
onaposi
ti
veaf
fect
iver
esponse,t
hatcanr
esul
tsi
npl
easur
e,andwhi
chi
mpact
sa

user
s’per
cept
ionofusabi
l
ity
.Thi
sledt
ohi
sasser
ti hat“
ont att
ract
ivet
hingswor
kbet
ter
”

(
Nor
man,1994)
.Theaf
fect
-¬dr
ivenev
aluat
iver
esponset
othebeaut
yoraest
het
icsofa

pr
oductandi
tsl
i
kel
yimpactonusabi
l
ityi
sthusav
ital
areat
oreasechi
nUX.

Posi
ti
veaf
fecthasbeenr
eveal
edt
ohav
esev
eralposi
ti
vei
mpact
soncogni
ti
on,suchas

ai
dingef
fect
ivedeci
si
on-
¬maki
ng(
Isen,1995)
,andhav
ebeenexami
nedi
nsomeUX

st
udi
es.Achai
nofst
udi
esbyShel
don,El
l
iot
,Ki
m,andKasser(
2001)i
ndi
cat
edadi
sti
nct

connect
ionbet
weenneedf
ulf
il
lmentandposi
ti
veaf
fecti
nli
feev
ent
s.Rel
atedwor
ksby

Hassenzahl
,Di
efenbach,andGör
it
z(2010)andHassenzahl(
2008b)i
ndi
cat
edt
hatt
hese

f
indi
ngswer
egener
ali
zabl
etoposi
ti
veexper
iencewi
tht
echnol
ogy
,asneedf
ulf
il
lment

(
rel
atedness)was di
sti
nct
lyconnect
ed t
o hedoni
c qual
i
typer
cept
ions and posi
ti
ve

af
fect
ive exper
iences wi
tht
echnol
ogy
.Par
tal
a and Kal
l
inen (
2012)ext
ended t
hese

st
udi
esbyev
aluat
ingnegat
iveaf
fect
iveexper
iencet
oof
feri
nsi
ght
sint
owhatneedsand

af
fect
iveex
per
iencesar
emostv
italt
obot
hnegat
iveandposi
ti
veexper
iences.Al
lthese

wor
ksut
il
izedWat
son,Cl
ark,andTel
l
egen’
s(1988)PANAS(
Posi
ti
veandNegat
iveAf
fect

Scal
e)t
hatmeasur
est
enposi
ti
ve,andt
ennegat
iveaf
fecti
tems.Nev
ert
hel
ess,Par
tal
a

andKal
l
inen'
s(2012)st
udyal
soel
i
cit
edandcapt
uredqual
i
tat
ivedat
aandsuggest
sthat

wecanl
ear
nmor
efr
om t
hecont
entofnar
rat
ivesasexpr
essedi
nqual
i
tat
iver
efl
ect
ions

41
onper
sonal
exper
iences(
Tuch,
Trusel
l
,&Hor
nbæk,
2013)
.

2.
4.3Aest
het
icsandUsabi
l
ity

Por
teous(
1996)posi
tst
hataest
het
ics“
iscl
ear
lyofv
itali
mpor
tancet
othehumansense

ofwel
l
-bei
ng”
.Impor
tanceofaest
het
icsi
snotact
ual
l
ynew,
thoughi
twasor
igi
nal
l
ygi
ven

l
owpr
ior
it
yandi
mpor
tinHCI
-r
elat
edst
udi
esasar
esul
toft
hedi
ff
icul
tyi
naccessi
ngt
he

subj
ect
ive per
cept
ion ofaest
het
icv
alue.Nonet
hel
ess,t
he si
gni
fi
cance ofev
ery
day

aest
het
icswassuppor
tedandboost
edi
ntheDi
onandBer
shei
l
d(1972)i
nfl
uent
ialpaper

t
hati
nvest
igat
ed t
he psy
chol
ogi
calst
ereot
ype ‘
whati
s beaut
if
uli
s good’
and whi
ch

showedt
hataper
sons’
phy
sicalappear
ancecanhav
eef
fectonhi
s/hersoci
ali
nter
act
ion.

Al
so,peopl
ethatar
emor
eat
tract
ivear
eper
cei
ved asbei
ng mor
eint
ell
i
gent
,hav
e

successf
ulj
obs,andl
eadhappi
ersoci
all
i
ves.Thi
sisusual
l
ydenot
edast
he‘
hal
oef
fect
’

(
Mei
ner
s&Sheposh,1977;Thor
ndi
ke,1920)
.Thi
sconceptwasal
soappl
i
edt
opr
oduct

desi
gn,wher
ethepr
oduct
svi
sualat
tract
ivenessi
sdet
ermi
nedbyi
tsaest
het
icqual
i
ties;

i
mpl
yi
ngt
hat
,themor
ebeaut
if
ult
hepr
oducti
s,t
hemor
eitmayappealt
oit
sconsumer
.

Aest
het
icdesi
gnt
husbecamev
itali
nnewpr
oductdev
elopment
,andf
ormedahugepar
t

ofr
etai
lmar
ket
ing st
rat
egi
es,empl
oyed t
o at
tai
n and r
each st
rat
egi
c compet
it
ive

adv
ant
age(
Kot
ler& Rat
h,1984;Whi
tney
,1988) he “
,ast desi
gn ofapr
oducti
san

unquest
ioneddet
ermi
nantofi
tsmar
ketsuccess”(
Bloch,1995)
.Ev
ent
hought
heHCI

communi
tywassomewhatsl
owi
ntaki
ngupandaccept
ingt
hei
mpor
tanceofaest
het
ics,

i
tshor
tl
ytur
noutt
obemani
festt
hatt
hedesi
gnofcomput
ingpr
oduct
s(f
orexampl
e,

Appl
eComput
ers)
,andi
mpr
ovedwebsi
tedesi
gnof
feracompet
it
iveedge,andbecame

anv
italpar
tint
hef
ashi
oni
ngandf
rami
ngofuser
sat
ti
tudest
owar
dst
hepur
chaseand

useoft
hesepr
oduct
s(Lav
ie&Tr
act
insky
,2004)
.Kur
osuandKashi
mur
a(1995)i
soneof

42
suchst
udi
est
hatnot
edt
hatpr
oduct
sshoul
dfi
rstbeappeal
i
ng(
appar
ent
lyusabl
e)and

al
soi
nher
ent
lyusabl
e.Theydi
scov
eredt
hataest
het
icj
udgement(
ofsev
eralATM cash

machi
nes)st
rongl
yrel
atedt
oinher
entusabi
l
ity
.Thi
sst
udywasr
epl
i
cat
edbyTr
act
insky

(
1997)andspar
kedt
hedebat
ear
oundt
her
elat
iveef
fect
sofusabi
l
ityandaest
het
ics.

Aest
het
icshasbecomeoneoft
hemostcommonl
yresear
cheddi
mensi
onsi
nthedomai
n

ofHCI(
Bar
gas-
¬Av
il
a&Hor
nbæk,
2011)
.Ther
eismuchdebat
eanddi
ff
eri
ngper
spect
ives

oni
tsr
elat
iveef
fect
sonusabi
l
ity
.Fol
l
owi
ngt
hehal
oef
fect
,anumberofst
udi
esaf
fi
rmed

t
heassoci
ati
onbet
weent
heaest
het
icqual
i
tyofani
nter
faceandi
tsper
cei
vedusabi
l
ity
.

I
nabef
oreandaf
terexper
imentwher
euser
srat
edt
hechangi
ngl
ayoutof9di
ff
erentATM

i
nter
faces,Tr
act
inskyetal
.(2000)di
scov
eredt
hatper
cei
vedaest
het
icswer
est
rongl
y

cor
rel
atedt
oper
cei
vedusabi
l
ity
,andt
hisr
esul
tedi
nthepost
ulat
iont
hat‘
whati
sbeaut
if
ul

i
susabl
e’
.Compar
abl
eassoci
ati
onswer
erev
eal
edbyLav
ieandTr
act
insky(
2004)who

pr
esent
ed a mul
ti
-¬di
mensi
onalmodelofusabi
l
ityand aest
het
ics,whi
ch was l
ater

ex
tendedf
urt
herbyTr
act
inskyandZmi
ri(
2006)t
ocompr
isesy
mbol
i
sm asanadded

aspectofqual
i
ty.Addi
ti
onalexper
iment
alst
udi
esbut
tr
essedTr
act
insky
’s(
1997,2000)

post
ulat
ions,
indi
cat
ingt
hataest
het
icdesi
gni
mpact
edandhasef
fectonusabi
l
ityr
ati
ngs

(
Ben-
¬Bassat
,Mey
er,&Tr
act
insky
,2006;Mahl
ke&Thür
ing,2007)
.Someot
herst
udi
es

demonst
rat
edt
heopposi
te,t
hati
s,t
hat‘
whati
sbeaut
if
uli
susabl
e’canber
ever
sed,

whi
chi
mpl
i
est
hatamor
eusabl
eint
erf
acecanl
eadt
ohi
gheraest
het
icr
ati
ngs(
Lee&

Koubek,2010a;Tuch,Rot
h,Hor
nbæk,Opwi
s,&Bar
gas-
¬Av
il
a,2012)
.Consequent
ly,i
t

appear
sthatt
heasser
ti
on‘
whati
sbeaut
if
uli
susabl
e’wasonl
ypar
tl
ysuppor
ted,
because

i
nsomecasesi
tcanbeexpl
ainedas‘
whati
susabl
eisbeaut
if
ul’
(Har
t,2014)
.

Ther
eisoneconf
oundi
ngi
ssuewi
tht
hesest
udi
es,andt
hati
sthemani
pul
ati
onofei
ther

43
aest
het
ics(
viat
hechangi
ngoft
hei
nter
facedesi
gn)
,ort
heal
ter
ingoft
hei
nter
faces’

usabi
l
ityf
act
or,whi
ch can l
ead t
oissues and pr
obl
ems when maki
ng causalt
ype

i
nter
pret
ati
ons,
thus,
iti
sev
identt
hatnodi
sti
nctconcl
usi
onscanbemade.Somest
udi
es

di
scov
eredt
hatt
her
ear
enoassoci
ati
onsbet
weenper
cei
vedusabi
l
ityandaest
het
ics,
and

t
hatt
het
woconcept
swer
eindependant(
Hassenzahl
,2004;Li
ndgaar
d&Dudek,2003;

v
anSchai
k&Li
ng,2009)
.Addi
ti
onalsubmi
ssi
onswer
ethatt
heor
igi
nalwor
ks(
Kur
osu&

Kashi
mur
a,1995;Tr
act
insky
,1997)suf
fer
edf
rom met
hodol
ogi
calpr
obl
emsbecauseof

he“
t impr
ovi
sed”desi
gnwhi
chmeasur
edonl
ythespat
ial
lay
out(
wit
houtchangest
ofor
m,

col
ourorst
yle)
,thusmaki
nggener
ali
zat
iont
orealpr
oduct
schal
l
engi
nganddi
ff
icul
t

(
Hassenzahl
,2004)
.

2.
4.4Hedoni
csandUsabi
l
ity

Hassenzahl(
2001)adopt
edasoci
alpsy
chol
ogyv
iewpoi
ntandobser
vedt
hatusabi
l
ity

andaest
het
icsal
onecoul
dnotaccountf
oruser
s’pr
efer
encesandexper
ienceswi
th

i
nter
act
ivepr
oduct
s,becauset
heynegl
ect
edandov
erl
ookedt
hesubj
ect
ivenat
ureof

‘
appeal
i
ngness’andpl
easur
e.Hedoni
csemer
gedasanon-
¬taskqual
i
tyel
ementt
hat

det
ermi
nes t
he subj
ect
ivej
udgment
s ofpr
oductappeal
i
ngness (
Hassenzahl
,Pl
atz,

Bur
mest
er,&Lehner
,2000)
.Inal
aterwor
kthatusedt
heaest
het
icqual
i
tyofMP3pl
ayer

ski
ns,Hassenzahl(
2004)exami
ned t
he cor
rel
ati
on bet
ween per
cei
ved pr
agmat
ics

(
usabi
l
ity
),hedoni
cs (
ident
if
icat
ion and st
imul
ati
on)
,toget
herwi
tht
wo hi
gh-
¬lev
el

ev
aluat
ionsconst
ruct
sgoodness(
val
ue)andbeaut
y(appeal
).Pr
agmat
icqual
i
tyr
elat
est
o

t
hepr
oduct
sabi
l
ityt
osuppor
t“ef
fect
iveandef
fi
cientgoal
-¬achi
evement
”(ease-
¬of
-use)

whi
l
ehedoni
cqual
i
tyr
efer
stot
he“
user
s’sel
f”
,andr
elat
est
othepr
oduct
scapaci
tyt
o

of
fer “
sti
mul
ati
on by i
ts chal
l
engi
ng and nov
el char
act
er,or i
dent
if
icat
ion by

44
communi
cat
ing i
mpor
tantper
sonalv
alue t
orel
evantot
her
s” (
Hassenzahl
,2004)
.

Goodnessr
elat
est
otheov
eral
lassessmentofapr
oduct(
val
ue)
,wher
easbeaut
yis

descr
ibedasa“
predomi
nant
lyaf
fect
-¬dr
ivenev
aluat
iver
esponset
othev
isualGest
altof

anobj
ect
”(Hassenzahl
,2008a)
,wher
evi
sualj
udgment
scanbemadei
mmedi
atel
y,wi
thi
n

mi
l
li
seconds(
Lindgaar
d,Dudek,
Sen,
Sumegi
,&Noonan,
2011)
.

Thei
nter
playoft
heseaspect
sar
ehowev
ercompl
ex.Hedoni
cswasdi
scov
eredt
obe

st
rongl
yassoci
atedt
obeaut
y,wher
easgoodnessr
efer
sto“
obj
ect
ive”pr
agmat
ics(
act
ual

usabi
l
ity
,rat
hert
hanper
cei
vedusabi
l
ity
),pr
ompt
edbyt
hement
alef
for
tofexper
ienci
ng

usabi
l
ityi
ssues and t
ask per
for
mance.Despi
tet
he f
actt
hatper
cei
ved usabi
l
ity

(
per
cept
ionofpr
agmat
icqual
i
ty)ar
evi
talcont
ri
but
orst
ogoodness,nonet
hel
ess,no

cor
rel
ati
onwer
efoundbet
weenact
ualandper
cei
vedusabi
l
ityandbeaut
y(Hassenzahl
,

2004)
.

Subj
ect
iveper
cept
ionsandexper
iencesar
edi
sti
nctf
rom ev
aluat
ions,whi
chl
etuser
sto

f
indapr
oduct
’snov
elat
tri
but
e,butt
hennotessent
ial
l
yli
kei
t(anev
aluat
ion)
.Ther
efor
e,

t
heper
cept
ionsofhedoni
corpr
agmat
icqual
i
tiescoul
dleadt
oposi
ti
veev
aluat
ions,

whi
chhowev
eri
snotgaur
ent
eed.AsHassenzahl(
2004)ar
gued,per
cei
vedusabi
l
ityand

goodnessar
einf
luencedbyexper
ience,andar
easuchl
i
abl
eandopent
ochange,whi
l
e

hedoni
cat
tri
but
esandbeaut
yrat
ingsst
ayst
abl
eov
ert
ime(
Hassenzahl&Monk,2010;

Hassenzahl
,2004)
.Fur
ther
mor
e,t
askt
ypeandcont
extofusecani
mpactper
cei
ved

pr
oductqual
i
ty,
fori
nst
ance,
pragmat
icqual
i
tywi
l
lbemor
evi
talwhent
heuseri
singoal
-

¬mode(
concent
rat
ingonachi
evi
ngagi
vengoal
),whi
l
einact
ion-
mode(
thati
s,useri
s

concent
rat
ingonact
ions)
,thehedoni
cqual
i
tyi
smor
eessent
ial
.Inot
herwor
ds,i
fauser

i
saccessi
ngane-
¬commer
cewebsi
tet
obuyapar
ti
cul
arpr
oduct
,thenpr
agmat
icqual
i
ty

45
oft
hewebsi
tei
smor
esi
gni
fi
cant
,howev
eri
fthesameuseri
saccessi
ngt
hewebsi
tet
o

pl
ayagame,t
henhedoni
cqual
i
tywi
l
ltakepr
ior
it
yandpr
ecedence(
vanSchai
k&Li
ng,

2008)
.

2.
5TheConceptofExper
ience

Gener
all
y,t
heconceptofexper
iencei
sfr
equent
lyv
iewedasbei
ngcompl
exandhol
i
sti
c.I
t

dependsont
hesubj
ect
,anddeal
swi
thhuman’
sment
alr
eact
ions.Accor
dingt
oMer
ri
am-

Webst
erDi
cti
onar
y,‘
exper
ience’
,canbedef
inedas:“
Somet
hingper
sonal
l
yencount
ered,

under
gone,
orl
i
vedt
hrough”or“
Theactorpr
ocessofdi
rect
lyper
cei
vi
ngev
ent
sorr
eal
i
ty”

(
cit
ati
on)
.JohnDewey(
1934)
,acommonl
yref
ert
ophi
l
osopheraf
fi
rmst
heabov
est
ated

def
ini
ti
onsandst
atedt
hus:“
anexper
iencei
sapr
oduct
;onemi
ghtal
mostsaybi
-pr
oduct
,

ofcont
inuous and cumul
ati
vei
nter
act
ion ofan or
gani
c sel
fwi
tht
he wor
ld.
”Thi
s

under
scor hei
est nter
act
ionbet
weent
hesubj
ect
,thati
s,t
heonewhoexper
iences,and

t
heobj
ect
,thati
s,t
heent
ir
ewor
ldar
oundi
tal
ongwi
thal
lit
sfeat
uresandt
hesour
cesof

st
imul
iforpeopl
e.Thi
sthusi
nfer
sthatexper
i sasubj
encei ect
ivephenomenon(
that

dependsont
heact
or)
,andapr
ocesst
hati
sappr
opr
iat
etot
hesubj
ecti
tsel
f.Kahnemann

(
1999)hi
ghl
i
ght
sthement
alpr
ocessesandout
comesasheexpl
ainedexper
ienceas“
a

st
ream off
eel
i
ngs,
thought
sandact
ion;
acont
inuouscomment
aryonourcur
rentst
ateof

af
fai
rs”
.Thement
ali
nter
pret
ati
onpr
ocessof
fer
sanexper
iencei
tsmeani
ngandv
alue

(
Olsson,2012)
.Fr
om t
he psy
chol
ogi
calst
andpoi
nt,an exper
ience occur
sfr
om t
he

amal
gamat
ionofment
alandphy
siol
ogi
calact
ionsandr
epr
esent
ati
onsl
i
keper
cept
ion,

mot
ivat
ion,and cogni
ti
on i
nto an i
nsepar
abl
e,meani
ngf
ulwhol
e(Hassenzahl
,2011;

Ol
sson,
2012)
.

46
I
naddi
ti
on,exper
ienci sohasaf
ngal unct
ion:“
Ever
yexper
iencei
samov
ingf
orce.I
ts

v
aluecanbej
udgedonl
yont
hegr
oundofwhati
tmov
est
owar
dandi
nto”(
Dewey
,1938)
.

Fori
nst
ance,
ther
eisusual
l
yexper
iencebehi
ndconcept
s.Concept
sandt
ermsi
nvar
ious

l
anguagesar
ebasedonbot
tom-
updef
ini
ti
onsofempi
ri
calper
cept
ionsandexper
iences.

Besi
des,humanexper
iencei
stheev
ent
ualf
oundat
ionandspr
ingf
oral
lknowl
edge.

Dewey(
1925)cont
endst
hatexper
iencei
sadoubl
e-bar
rel
edwor
d;i
tissi
mil
art
omany

ot
herwi
del
yut
il
izedwor
ds,l
i
ke‘
l
ife’and‘
hi
stor
y’.I
tcompr
i ywhatpeopl
sesnotonl edo

andsuf
fer
,st
ri
vef
or,bel
i
eve,l
i
ke,amongot
her
s,butl
i se,how t
kewi heydoandsuf
fer
,

desi
re,enj
oy,see,i
magi
ne,amongot
her
s,t
hati
s,t
hepr
ocessesofexper
ienci
ng.I
t

i
dent
if
ies“
nodi
vi
si
onbet
weenactandmat
eri
al,subj
ectandobj
ect
,butcont
ainst
hem

bot
hin an unanal
yzed t
otal
i
ty”(
Dewey 1925)
.On t
he whol
e,Hassenzahl(
2010)

ar
ti
cul
atel
ysumsupt
hev
ari
ousaspect
sofexper
ienceas“
anepi
sode,achunkoft
ime

t
hatonewentt
hrough[
..
.]si
ght
sandsounds,
feel
i
ngsandt
hought
s,mot
ivesandact
ions

[
..
.]cl
osel
ykni
tt
edt
oget
her
,st
oredi
nmemor
y,l
abel
ed,r
eli
vedandcommuni
cat
edt
o

ot
her
s.Anexper
iencei
sast
ory
,emer
gingf
rom t
hedi
alogueofaper
sonwi
thherorhi
s

wor
ldt
hroughact
ion”
.

Addi
ti
onal
l
y,exper
i sdy
encei nami
candev
olv
ing.I
tunder
goeschangesov
ert
ime.“
The

qual
i
ty of any exper
ience has t
wo aspect
s.Ther
eis an i
mmedi
ate aspect of

agr
eeabl
enessordi
sagr
eeabl
eness,andt
her
eisi
tsi
nfl
uenceuponl
aterexper
iences”

(
Dewey1938)
.On onehand,exper
iencei
sthei
nter
act
ion bet
ween peopl
eand t
he

env
ironment
s.Ont
heot
herhand,i
tisal
soahi
stor
icali
nter
act
ionbet
weenv
ari
ous,and

v
ary
ing si
ngl
e exper
iences.The cur
rentexper
ience i
s bui
l
tand l
aid on pr
evi
ous

ex
per
iencesandt
heexpect
ati
onsandat
ti
tudest
hatt
heyhav
egener
ated.Mor
eov
er,

47
ex
per
ience,
over
all
isdi
ff
erent
iat
edf
rom “
anexper
ience”(
Dewey1934;
For
li
zzi
For
d2000)
.

‘
Exper
ience’
doeshappenconst
ant
lyl
i
keast
ream.I
toccur
sinourcont
inuali
nvol
vement

i
nthepr
ocessofl
i
ving,per
cei
vi
ng,f
eel
i
ngandt
hinki
ng.“
Anexper
ience”happenswhena

t
empor
all
yident
if
iedact
ivi
tyi
sended(
forexampl
e,apr
obl
em sol
ved,abooki
sread,a

gamei
spl
ayedt
hrought
otheend,andaconv
ersat
ioni
sroundedout
,amongot
her
s).

Ful
fi
ll
mentandcl
osur
edo br
ingt
heexper
iencet
o aconcl
usi
on.Suchact
ivi
ti
esar
e

i
ndi
vi
dualandsi
ngul
ar,wi
theachhav
ingi
tsowncommencementandconsummat
ion

(
end)
,it
sownpl
ot,
andi
tsownsi
ngul
archar
act
eri
sti
cst
hatsat
urat
etheent
ir
eexper
ience,

i
rr
espect
iveofwhet
hert
heexper
iencewassomewhatgr
eatorofsmal
lsi
gni
fi
cance.They

al
l
ow t
hef
eel
i
ngofpower
fulemot
ions,t
heassessmentofourv
alues,andpr
obabl
e

maki
ngofmodi
fi
cat
ionsi
nourbehav
ior
.Fur
ther
mor
e,“
exper
ienceasst
ory
”(For
li
zzi&

For
d2000)i
ssomet
hingt
hati
scommuni
cat
edbyt
heuseri
nthef
orm ofst
oryandi
tisa

v
ehi
clet
osummar
ize,condense,conv
eyandr
ecal
lexper
iencessoast
ocommuni
cat
e

t
hem t
ogi
venaudi
ences.Thi
sal
sounder
scor
est
hef
unct
ionalv
alueofexper
ience;f
ir
st-

handexper
iencesar
egener
all
ynar
rat
edandshar
edwi
thot
her
s,hencemaki
ngt
hem

meani
ngf
ult
oot
her
sal
so(
Olsson,
2012)
.

Compr
ehendi
ngt
hescopeoft
hev
ari
ousf
ormsofhumanexper
iencesi
sav
italandy
et

chal
l
engi
ngt
ask(
Olsson,2012)
.Fori
nst
ance,t
hought
heexampl
est
hatf
oll
ow ar
eal
l

posi
ti
veandt
hei
rfr
equency
,moder
atel
yrar
e,t
hei
rqual
i
tiesar
enotv
erysi
mil
ar:(
1)a

ment
all
yandphy
sical
l
yint
ensi
veandi
mmer
singexper
iencel
i
keabungeej
ump,(
2)

f
eel
i
ng gr
ant
ed absol
uti
on af
terhav
ing r
egr
ett
ed somet
hing f
ora l
ong t
ime,(
3)

under
standi
ngachal
l
engi
ngphi
l
osophi
calconceptf
ort
hef
ir
stt
ime(
Olsson,2012)
.It

coul
dbet
hatper
haps,asar
esul
toft
hei
ntr
insi
cal
l
ymul
ti
disci
pli
nar
yandbr
oadr
angi
ng

48
nat
ure,t
her
edoesnotappeart
obegener
all
yaccept
edt
heor
iesaboutt
hev
ari
ousf
orms

ofexper
ience.Adescr
ipt
ionf
rom Wi
ki
pedi
a(Ci
tat
ion)f
or‘
exper
ience’showst
hei
nfi
nit
e

l
evelofexper
ience,t
hati
s,exper
iencecanbement
al,emot
ional
,phy
sical
,unconsci
ous,

spi
ri
tual
,rel
i
gious,behav
ior
al,v
icar
iousandv
irt
ual
.Cl
assi
fi
cat
ionssuchast
hiscoul
dbe

akenasconst
t it
uent
sofexper
ience.Eachexper
iencecanhav
equal
i
tiesf
rom t
hev
ari
ous

const
it
uent
swi
thdi
ff
eri
ngst
rengt
hs.Nonet
hel
ess,t
heyi
nter
act(
thati
s,compensat
eor

st
rengt
hen)wi
theachot
her
.Fori
nst
ance,Dewey(
1934)cont
endst
hatt
hebodi
l
yst
ates

occasi
onedf
rom anexper
iencemi
ghtdeepenf
urt
hert
hequal
i
tyandi
ntensi
tyoft
he

ex
per
iencei
tsel
f.Gener
all
y,t
hedef
ini
ti
onofexper
ienceasnear
lyev
ery
thi
ngt
hatt
akes

pl
acei
nhumanl
i
fei
shar
dlyusef
ulasaconcept
ualf
ramewor
ktoconcent
rat
eonandt
o

gi
ngerr
esear
chst
udi
es.Consequent
ly,whenl
ooki
ngatt
heexper
iencest
hatt
akepl
ace

par
ti
cul
arl
yinhuman-
technol
ogyi
nter
act
ion–ori
n“t
echnol
ogyasexper
ience”(
McCar
thy

&Wr
ight2004)
,theconceptofUXpr
esent
sasucci
nctencapsul
ati
on(
Olsson,
2012)
.

2.
5.1Af
fect
,Emot
ion,
andFeel
i
ngsi
nExper
ience

Ther
olepl
ayedbyemot
ionsandf
eel
i
ngsi
spi
vot
ali
nUX.Emot
ioni
tsel
fhasbeenopen

f
ordel
i
ber
ati
onamongstschol
ars,t
hisnot
wit
hst
andi
ng,aconcl
udi
ngdef
ini
ti
onf
ort
he

concepthashoewev
er,
noty
etbeenar
ri
vedat(
Kel
tneretal
.
,2013;
Izar
d,2010)
.Anumber

ofst
udi
esar
einagr
eementt
hatemot
ionscanbemeasur
edwi
thr
efer
encet
obehav
ior
,

phy
siol
ogy
,andconsci
ous-
exper
ience(
Mauss&Robi
nson,
2009,
asci
tedi
nKel
tneretal
.
,

2013)or(
Lang,
1969,
asci
tedi
nBr
adl
ey&Lang,
1994)
.Fur
ther
mor
e,Russel(
2003)
,inhi
s

wor
k,“
Cor
eAf
fectandt
hePsy
chol
ogi
calConst
ruct
ionofEmot
ion”
,madeav
ail
abl
ea

modelf
ort
heexpl
anat
ionofpr
otot
ypeemot
ions(
Russel
l
,2003)
.Cor
eaf
fect
sli
esatt
he

hear
tofemot
ion.Russelconsi
der
scor
eaf
fectast
he“
simpl
yfeel
i
ngofgoodorbad,

49
ener
gizedorener
vat
ed”(
Russel
l
,2003)
.Cor
eaf
fectcanbeexpl
ainedwi
thr
efer
encet
o

v
alence (
pleasur
e – di
spl
easur
e)and ar
ousal(
ener
gized –ener
vat
ed)
.Fori
nst
ance,

happi
nessi
sar
elat
ivel
yener
gizedaf
fectwi
thhi
ghposi
ti
vev
alence(
thati
s,pl
easur
e);

j
i
tter
y,i
sanaf
fectwhi
chi
sconsi
der
edashi
ghl
yener
gizedandofsomewhatnegat
ive

v
alence(
thati
s,di
spl
easur
e)(
Kraus,2017)
.AsRusselposi
ts,emot
ioni
sbui
l
tfr
om cor
e

af
fect
,per
cept
ionofaf
fect
ivequal
i
ty,at
tri
but
iont
oobj
ect
,appr
aisal
,i
nst
rument
alact
ion,

emot
ionalmet
a-exper
ience,and emot
ion r
egul
ati
on (
Russel
l
,2003)
.Al
lof t
hese

const
it
uent
saccountf
orwhatRusselcal
l
s“apr
otot
ypeofaspeci
fi
cemot
ion”
.Thus,t
he

const
it
uent
simpactoneachot
herbuthowev
ernoti
nanygi
vencausalor
der(
Russel
l
,

2003)
.Anemot
ionali
nci
dentoroccur
rencei
sgener
atedbyanev
entwhi
chi
sper
cei
ved

wi
thr
efer
encet
oaf
fect
.At
tri
but
ioni
stheext
entt
owhi
cht
heev
enti
sper
cei
vedasbei
ng

account
abl
efort
heaf
fect
.Byat
tri
but
inganaf
fectt
oanev
ent
,theev
enti
sbecomi
ngan

obj
ect
.Appr
aisal
compr
isest
hecogni
ti
vepr
ocessespar
tai
ningt
oev
aluat
ionoft
heobj
ect

wi
thr
egar
dto“
it
sfut
urepr
ospect
s,i
tsr
elev
ancet
oone’
sgoal
s,i
tscausalant
ecedent
s”

(
Russel
l
,2003)
.A pr
otot
ypi
calemot
ion i
n addi
ti
on i
ncl
udesan act
ion,f
ori
nst
ance,

“
appr
oach v
ersus wi
thdr
awal
”fr
om t
he obj
ectsetby“
phy
siol
ogi
caland expr
essi
ve

changes”l
i
ke“
faci
alorv
ocalchanges”(
Russel
l
,2003)
.Theemot
ion i
saddi
ti
onal
l
y

ex
per
iencedconsci
ousl
y.

Emot
ions ar
e compl
ex const
ruct
s as has been descr
ibed ear
li
er.Descr
ibi
ng and

measur
ingt
hem i
snotast
rai
ghtf
orwar
dpr
ocess.Howev
er,t
her
ear
einexi
stence,

sev
eralquest
ionnai
resf
ort
hemeasur
ementofaf
fectl
i
ket
hePosi
ti
veAf
fect–Negat
ive

Af
fectSchedul
e(PANAS)(
Wat
sonetal
.,1988)andt
heSel
f-
AssessmentMani
ki
n(SAM)

(
Bradl
ey&Lang,
1994;
Lang,
1980)
.Inaddi
ti
on,
feel
i
ngsar
eal
sov
iewedascomponentof

50
UX (
Kraus,2017)
.Feel
i
ngsar
edescr
ibedasgutf
eel
i
ngsori
ntui
ti
onswhi
chmaybe

const
it
uent
sofemot
ionsbutf
orwhi
chi
tisnotpossi
blet
otel
lwhet
hert
heycompr
iseal
l

par
tsasdef
inedi
ntheRussel
’
smodel
.

Emot
ionalr
eact
ionsar
eav
italpar
toft
heexper
ient
ialconsequencei
ntheusageof

t
echnol
ogy
.Psy
chol
ogyi
nvest
igat
esemot
ionsf
rom asci
ent
if
icst
andpoi
ntbyt
reat
ing

t
hem asment
alpr
ocessesandbehav
ior
.Emot
ionsbasi
cal
l
ycompr
iseof
:i)phy
sical

ar
ousal
:forexampl
e,per
spi
rat
i ) expr
on;i
i essi
ve behav
ior
s such as av
oidance or

appr
oach,f
aci
alexpr
essi
ons ort
one i
n speech,and;i
i
i)consci
ous exper
ience:f
or

ex
ampl
e,t
hef
eel
i
ngofanger
,joyorpr
ide(
Myer
s,2004)
.Emot
ionsar
ety
pical
l
yvi
ewedas

uni
ver
sal
,thati
s,notdependi
ngont
hecul
tur
eorbackgr
oundoft
heper
son.Kl
eingi
nna

and Kl
eingi
nna (
1981)di
scov
ered ov
er100 def
ini
ti
ons f
oremot
ion and suggesta

mut
ual
l
y consensualdef
ini
ti
on.Emot
ion i
s a compl
ex setofi
nter
act
ions among

subj
ect
iveandobj
ect
ivef
act
ors,
medi
atedbyneur
al-
hor
monal
syst
ems,
whi
chcan:
i)Gi
ve

r
iset
oaf
fect
iveexper
iences,l
i
kef
eel
i
ngsofar
ousalorpl
easur
e/di
spl
easur
e;i
i
)Pr
oduce

cogni
ti
vepr
ocesses,l
i
keemot
ional
l
ysui
tabl
eper
cept
ualef
fect
s,appr
aisal
sandl
abel
i
ng

pr
ocesses;i
i
i)Tr
iggerext
ensi
vephy
siol
ogi
caladj
ust
ment
stot
hear
ousi
ngcondi
ti
ons;i
v)

Resul
tst
o behav
iort
hati
sof
ten,butnotcont
inual
l
y,expr
essi
ve,goaldi
rect
ed,and

adapt
ive(
Olsson,
2012)
.

Li
ter
atur
eisr
epl
ete wi
tht
heor
izat
ions on t
he cl
assi
fi
cat
ions ofemot
ions.Sev
eral

psy
chol
ogi
stsr
ecogni
zesev
eralhumanr
esponsesasemot
ions,andsl
i
ght
lydi
ff
erent

wor
dsar
eempl
oyedt
oref
ert
orel
atedconcept
s.Anext
ensi
vel
yci
tedi
nst
ancei
sthe

cl
assi
fi
cat
ionbyEkmanandFr
iesen(
1982)
,compr
isi
ngofsi
xemot
ions:anger
,di
sgust
,

f
ear
,joy
,sadnessandsur
pri
se.I
zar
d(1977)i
temi
zedsi
mil
art
ermswi
thaf
ew addedi
n

51
addi
ton:anger
i ,cont
empt
,di
sgust
,di
str
ess,f
ear
,gui
l
t,i
nter
est
,joy
,shameandsur
pri
se.

Ot
hersuggest
edemot
ionsar
e,f
ori ance,gr
nst ief
,pai
n,cour
age,andant
ici
pat
ion.Some

aut
hor
scl
assi
fyt
heemot
ionsi
nst
ruct
uralf
ramewor
kst
hatt
argetatst
ipul
ati
ngt
he

v
ari
ancesi
nabst
ract
ionl
evel
sbet
weendi
ff
erentt
erms.Fori
nst
ance,
Par
rot(
2001)spl
i
ts

t
heanger
-associ
atedemot
ionsi
ntoi
rr
it
ati
on,exasper
ati
on,r
age,t
ormentamongot
her
s,

andt
hesef
urt
herdi
vi
dedi
nto aggr
avat
ion,agi
tat
ion,annoy
ance,f
rust
rat
ion,f
uryet
c.

Desmet(
2002)del
i
ber
ates on emot
ionalr
eact
ions t
hatr
esul
tsf
rom t
he usage of

pr
oduct
sandf
indsf
ivecl )sur
asses:i pri
seemot
ionsandamazementsuchasaweand

ast
oni
shment
;i)i
i nst
rument
alemot
ions,l
i
ke di
sappoi
ntmentand sat
isf
act
ion;i
i
i)

aest
het
icemot
ionsassoci
atedwi
thi
ntr
insi
cpl
easant
ness,
forexampl
e,di
sgust
,at
tr
act
ed

t
o;i
v)soci
alemot
ionssuchasi
ndi
gnat
ionandadmi
rat
i )i
on;andv nt
erestemot
ions,l
i
ke

bor
edom andf
asci
nat
ion(
Olsson,
2012)
.

Ti
meandagai
n,whenemot
ionsar
etal
kedabout
,t sofmoodsandf
heconcept eel
i
ngsar
e

st
atedal
so.Emot
ionsar
einst
inct
ualr
eact
ionsorr
esponsest
oev
ent
sthatar
eext
ernalor

t
ocogni
ti
veappr
aisalofev
ent
s,andsoar
eshor
tenought
obeassessedi
nseconds.

Feel
i
ngsar
efr
equent
lyconsi
der
edast
heconsci
ousexper
iencesofemot
ionalst
ates,
for

ex
ampl
e,t
hef
eel
i
ngofbei
ngbad-
temper
edasar
esul
toft
heemot
ional
stat
esofanger
.A

moodi
sasomewhatl
ong-
last
ingemot
ionalst
ateandv
ari
esf
rom si
mpl
eemot
ionsas

t
heyar
elessspeci
fi
c,l
essi
ntense,andl
esspr
obabl
etobeact
ivat
edbyagi
venst
imul
us

orev
ent(
Thay
er,1989)
.Fur
ther
mor
e,moodsasl
onger
-t
erm st
ates,i
mpactemot
ions

t
hroughf
orexampl
ethest
rengt
heni
ngorweakeni
ngoft
hev
alenceoft
heemot
ion.

Besi
des,per
sonal
i
tyt
rai
tsl
i
ke openness orneur
oti
cism,i
mpactbot
h moods and

emot
ionsv
iat
endenci
est
ofeelpar
ti
cul
aremot
ions.I
nsummar
y,emot
ions,f
eel
i
ngsand

52
moodsar
einher
entcomponent
sofUXandpl
ayav
italr
olei
nthewaypeopl
eper
cei
vet
he

wor
ld(
Nor
man2004)
.Theemot
ionalel
ementofanexper
ienceeasi
l
ytur
nsoutt
obe

domi
nanti
nencount
erswher
etheuserf
eel
s,f
orexampl
e,f
rust
rat
ionorsur
pri
seasa

r
esul
toft
het
echnol
ogy
.Emot
ionsr
esul
tto met
hodol
ogi
calchal
l
engessuch asi
ts

subj
ect
ivi
tyanddy
nami
sm andshor
tter
m nat
ure,
aswel
last
hechal
l
engeofanal
yzi
ngi
ts

dat
a.Fori
nst
ance,
Isomur
suetal
.(2007)pr
esent
edar
esear
chi
nwhi
chf
ivedi
ff
erentsel
f

-
repor
tappr
oachesf
ormeasur
ingemot
ionswer
eempl
oyedt
oel
i
citi
nfor
mat
ionabout

emot
ionalr
eact
ions t
o mobi
l
e appl
i
cat
ions.Theyf
ound sev
eralchal
l
enges i
n each

appr
oachandont
hebasi
soft
hel
essonsl
ear
nedt
heysuggest
edaf
ramewor
kfor

choosi
ngt
hemet
hodol
ogi
esf
ordi
ff
erentr
esear
chpur
poses(
Olsson,
2012)
.

2.
5.2Psy
chol
ogi
cal
NeedsandVal
uesi
nExper
ience

Russel
’
sfr
amewor
kvi
ewsappr
aisal
,thati
s,t
heev
aluat
ionofgoalcongr
uit
ywi
than

obj
ectt
hathasbeenascr
ibedt
oanef
fect
,asacomponent
sofanemot
ion.Psy
chol
ogi
cal

needsdescr
ibet
hebasi
cgoal
sthatal
lhumanshav
eincommon.Theyhav
ebeen

r
ecommendedi
nanumberoft
heor
iesasanel
uci
dat
ionf
orhumanbehav
ior(
cit
ati
on)
,for

ex
ampl
e,sel
f-
det
ermi
nat
ion t
heor
y sees basi
c psy
chol
ogi
calneeds as t
he basi
c

mechani
sm f
orsel
f-
mot
ivat
ion(
Ryan&Deci
,2000)
.Besi
des,i
thasbeeni
ndi
cat
edt
hat

needf
ulf
il
lmenti
sli
nkedt
osat
isf
yingev
ent
sandposi
ti
veaf
fect(
Shel
donetal
.
,2001)
.

Shel
donetal
(2001)
,int
hei
rwor
konsat
isf
yingl
i
feev
ent
sdef
inedpsy
chol
ogi
cal
needsas

“
par
ti
cul
arqual
i
tiesofexper
iencet
hatal
lpeopl
erequi
ret
othr
ive”(
Shel
donetal
.
,2001)
.

Nonet
hel
ess,t
heyal
soobser
vedt
hatsof
art
her
eisnoagr
eementonwhatt
heseneeds

ar
e.As a r
esul
t,t
heyexami
ned t
en psy
chol
ogi
calneeds f
rom r
enown t
heor
ies of

psy
chol
ogi
calneedf
ulf
il
lmentl
i
ket
heDeciandRy
an’
ssel
f-
det
ermi
nat
iont
heor
y(Deci&

53
Ry
an,2000)
,Epst
ein’
scogni
ti
ve-
exper
ient
ialsel
f-
theor
y(Epst
ein,1990)wi
thr
egar
dto

t
hei
rassoci
ati
ont
oposi
ti
vel
i
feev
ent
s.Theydi
scov
eredt
hatsel
f-
est
eem,aut
onomy
,

r
elat
ednessandcompet
encear
ethemostout
standi
ngneedsi
nthesat
isf
yingl
i
feev
ent
s’

cont
ext
.Thei
rfi
ndi
ngswer
erev
eal
edt
obeconsi
stentov
ert
imeandacr
osscul
tur
es

(
Kraus,
2017)
.

Hassenzahl(
2010)consi
der
edt
heneedsr
ecommendedbyShel
donetal
.(2001)and

associ
atedt
hem t
oaUXf
ramewor
k.Thus,psy
chol
ogi
calneedsar
eempl
oyedt
oexpl
ain

cl
assesofexper
iences(
Hassenzahl
,2010)
.Thi
sisachi
evedt
hrought
heconsi
der
ati
onof

sev
eralt
ypesofgoal
sthatl
i
ebehi
ndanact
ion.Do-
goal
sandbe-
goal
sar
edi
sti
ngui
shed

(
Hassenzahl
,2010)
.Do-
goal
sresul
tfr
om hi
gher
-l
evelbe-
goal
sthatar
ethef
ulf
il
lmentofa

basi
cneed.Auser
,forexampl
e,makesaphonecal
ltoexper
iencet
hef
eel
i
ngofbei
ng

cl
oset
oot
her
s.Hence,t
hebe-
goali
sfeel
i
ngcl
oset
oot
her
s(t
hati
s,t
hef
ulf
il
lmentor

meet
ingoft
heneed,r
elat
edness)
.Thedo-
goali
stheact
ionofmaki
ngt
hecal
l(an

i
nst
ance t
hati
staken f
rom Hassenzahl
,(2010)
).The f
ulf
il
lmentorsat
isf
act
ion of

psy
chol
ogi
calneeds(
thebe-
goal
)resul
tst
oaposi
ti
veUX (
Hassenzahletal
.
,2010)
.

Fur
ther
mor
e,Hassenzahletal
.(2010)
,int
hecont
extofUXr
esear
ch,i
ndi
cat
edt
hatt
he

cent
ralmot
ivat
ion t
o ut
il
ize an i
nter
act
ive di
git
alt
echnol
ogy i
sthe f
ulf
il
lmentor

sat
isf
act
ionofpsy
chol
ogi
calneeds;aposi
ti
veUXi
shencef
ort
htheout
comeofneed

f
ulf
il
lment(
Hassenzahl
etal
.,
2010)
.

Aspsy
chol
ogi
cal
needscont
ri
but
etot
heexpl
aini
ngofmot
ivat
ional
aspect
sandt
her
efor
e

al
l
owf
ort
hei
nter
pret
ingofuser
s’behav
ior
,theycanal
soenabl
ethei
nspi
ri
ngofpr
oduct

desi
gn(
Fronemann&Pei
ssner
,2014;Hassenzahl
,2010)
.Pr
iorr
esear
chr
evealt
hatneed

f
ulf
il
lmentcanbemani
pul
atedv
iapr
oductf
eat
uresr
esul
ti
ngt
oaposi
ti
vechangei
nUX

54
assessment
s(Fr
onemann&Pei
ssner
,2014;Sonnl
eit
neretal
.
,2013)
.Fur
ther
mor
e,user
s’

j
udgmentofa sy
stem’
s hedoni
c qual
i
ty,t
hati
s,qual
i
ty aspect
sthatt
ranscends

f
unct
ional
i
ty,
isposi
ti
vel
yimpact
edbyneedf
ulf
il
lment(
Hassenzahl
,2010)
.Hence,
ifneed

f
ulf
il
lmentgohi
gher
,sowi
l
lbet
hehedoni
cqual
i
tyr
ati
ngs.Nev
ert
hel
ess,t
hishi
ngeson

at
tri
but
ion,t
hati
s,t
heext
entt
owhi
chuser
sseet
hepr
oductasaccount
ingf
ort
he

ex
per
ience(
Hassenzahl
,2010)
.Mor
eso,Fr
onemannandPei
ssner(
2014)f
oll
owedaset

ofpsy
chol
ogi
calneedsdev
elopedbyShel
donetal
.(2001)andRei
ss(
2004)
.Inaddi
ti
on

t
otheneedsdef
inedbyShel
donetal
.(2001)
,theyal
sospeci
fi
edt
heneed,keepi
ngt
he

meani
ngf
ul(
Fronemann&Pei
ssner
,2014)
.Thi
sneedwasal
soi
ncor
por
atedi
ntheKr
aus

(
2017)st
udy(
Fronemann&Pei
ssner
,2014;
Rei
ss,
2004)
.

I
nthepastcoupl
eofy
ear
s,t
heHCIf
iel
dhasdev
elopedi
ncr
easi
ngi
nter
estandeager
ness

i
ntheexper
ient
ialaspectoft
hedesi
gnandev
aluat
ionofi
nter
act
ivedi
git
alpr
oduct
s

(
Hassenzahl
,2010)
.Ast
hist
rendpor
tends,emot
ionshav
etur
noutt
obeanecessar
y

componentofUXandt
hei
rassessmentt
her
efor
ehav
ebecomecent
rali
ntheempi
ri
cal

r
esear
chconduct
edi
nUXf
iel
d(Agar
wal&Mey
er,2009)
.Int
hedomai
nofHCI
,pr
imar
il
y

r
esear
chonemot
ionsf
ocusedont
hepsy
chol
ogybaseddi
mensi
onsf
ort
hest
udyof

af
fect
ivei
nter
act
ions(
Picar
d,1997;Par
tal
a&Sur
akka,2003,2004;Par
tal
aetal
.
,2006)

empl
oyi
ngf
orexampl
e,t
hepar
ti
cipant
’sf
aci
alexpr
essi
onsi
naf
fect
iveHCI
.Lat
ely
,soci
al

andexper
ient
ialf
acet
sofemot
ionshav
edr
awnmor
eat
tent
ionandgot
tenmor
efocus

(
Boehneretal
.,2005)
.Cur
rent
ly,t
heev
aluat
ionofsubj
ect
iveemot
ionalexper
iencei
tsel
f

hasbeenconsi
der
edasamaj
orandconspi
cuoust
aski
nUX ev
aluat
ionandst
udi
es

(
Par
tal
a&Kal
l
inen,
2012)
.

Asposi
tedbyLawetal
.(2009)
,UXi
sady
nami
c,hi
ghl
ycont
extdependentandsubj
ect
ive

55
ex
planat
ionofHCI
.Besi
des,
theexper
ient
ial
facet
soft
hedesi
gnandev
aluat
ionofUXput

st
ress on af
fect
s and emot
ions.McCar
thyand Wr
ight(
2004)al
so emphasi
ze t
he

“
emot
ionalt
hread”ofexper
ience,andt
heyhi
ghl
i
ghtt
hatemot
ionandexper
iencear
enot

separ
abl
e.Theycl
aimt
hatal
ltheact
ionsofani
ndi
vi e“
dualar shott
hroughwi
thv
alues,

needs,desi
resandgoal
s”.Thecor
rel
ati
onofact
ionwi
thv
aluesandneedsset
sthe

emot
ionalt
oneofexper
iences.Wi
tht
heemphasi
sonv
alues,needs,desi
resandgoal
s,

McCar
thyandWr
ight(
2004)pl
acedst
ressonaccept
edpsy
chol
ogi
calt
heor
ies(
Car
ver&

Schei
er,
1989)t
hati
ndi
cat
ethatact
iondependsonnotj
ustcont
extandcondi
ti
onsonan

oper
ati
onall
evel
,butal
soonuni
ver
salpsy
chol
ogi
calneeds.Nev
ert
hel
ess,McCar
thyand

Wr
ight(
2004)di
dnotst
ipul
atet
hecont
entoft
hese“
val
ues,needs,anddesi
res”pl
ainl
y

(
Rezaei
,2015)
.

Addedt
othi
s,ont
hebasi
sofHassenzahletal
.(2000)
;Hassenzahl(
2001)and(
2003)
;

HassenzahlandTr
act
insky(
2006)per
cei
vedt
hatt
hechar
act
eri
sti
csofani
nter
act
ive

pr
oductcanbedi
vi
dedi
ntot
hepr
agmat
icdi
mensi
onofi
nter
act
ivepr
oduct
s(t
hisi
s,

i
next
ri
cabl
yti
ed t
o behav
ior
algoal
s)and t
he hedoni
c di
mensi
on (
thati
s,t
ied t
o

i
ndi
vi
dual
’
ssel
fandt
hei
rpsy
chol
ogi
calwel
l
bei
ng)l
i
kest
imul
ati
on(
thati
s,meet
ingoft
he

needsf
orst
imul
ati
on,nov
elt
yandchal
l
enge,whi
char
eimpor
tantf
orper
sonalgr
owt
h),

i
dent
if
icat
ion (
thati
s,sel
f-
expr
essi
on,and i
nter
act
ion wi
thi
mpor
tantot
her
s)and

ev
ocat
ion (
thati
s,sel
f-
mai
ntenance,memor
ies)
.Ther
efor
e,t
he appeal
i
ngness ofa

sof
twar
esy
stem i
nuser
s’v
iewpoi
ntshi
ngesi
mmensel
yont
heuser
s’per
cept
ionsoft
he

qual
i
tydi
mensi
ons(
Hassenzahletal
.,
2000)
.Wi
thr
egar
dtoHassenzahlandTr
act
insky
’s

(
2006)emphasi
s on hedoni
c and pr
agmat
icf
acet
s ofi
nter
act
ive pr
oduct
s whi
ch

associ
atespr
oductchar
act
eri
sti
cswi
thneedsandv
alues,
appar
ent
lyt
hemosti
nter
est
ing

56
quest
ionst
obeaskedar
e:whatar
etheseneeds?
,aswel
lashow wi
l
ltheseneedsbe

pr
ior
it
ized?(
Rezaei
,2015)
.

Shel
don et al
.(2001) suggest
ed 10 uni
ver
sal psy
chol
ogi
cal needs (
aut
onomy
,

compet
ence,r
elat
edness,phy
sicalt
hri
vi
ng,secur
it
y,sel
f-
est
eem,sel
f-
act
ual
i
zat
ion,

pl
easur
e-st
imul
ati
on,money
-l
uxur
y,andpopul
ari
ty-
inf
luence)andt
hateachoft
hem has

beendr
awnasaneedf
rom r
enownt
heor
iesi
npsy
chol
ogyl
i
ket
hesel
f-
det
ermi
nat
ion

t
heor
y(Ry
an&Deci
,2000)
,Masl
ow’
stheor
yofper
sonal
i
ty(
1954)
,Epst
ein’
scogni
ti
ve-

ex
per
ient
ialsel
f-
theor
y(1990andot
herwel
l
-knownt
heor
iesi
nli
ter
atur
e.Shel
donetal
.

(
2001)t
hencar
ri
ed outt
hreest
udi
esso ast
o assesst
hei
mpor
tanceoft
hese10

psy
chol
ogi
calneeds.Par
ti
cipant
sdescr
ibedonecur
rentandf
reshmostsat
isf
yingl
i
fe

ex
per
ience,
andt
henscor
eswer
eal
l
ocat
edandcal
cul
atedf
oral
lthe10candi
dat
eneeds

i
ntheexper
ienceempl
oyi
ng aquest
ionnai
reappr
oachcompr
isi
ng of30 descr
ipt
ive

st
atement
s(t
hreest
atement
sforeachneedi
nthescal
eof1=notatal
lto5=v
erymuch)
.

Thest
udy
’sout
comesshowedt
hatcompet
ence,aut
onomy
,andr
elat
ednesswer
ethe

mostst
ri
ki
ng needs wi
thr
espectt
othe mostsat
isf
ying and t
he mi
ssi
ng f
rom

unsat
isf
ying l
i
fe exper
iences.I
n addi
ti
on t
o need-
rel
ated f
acet
s,t
her
eis al
so an

i
nsepar
abl
eli
nkage bet
ween UX and emot
ion,si
nce t
he emot
ionalqual
i
ty ofan

ex
per
iencei
ncl
i
nest
osummar
izeaper
son’
sexper
ience,
fori
nst
ance,
asperf
un,
exci
ti
ng,

orf
rust
rat
ing.Thi
sist
hewaywel
eant
owar
dsr
emember
inganexper
ience(
McCar
thy&

Wr
ight
,2004)
.Consequent
ly,Shel
donetal
.(2001)al
sospeci
fi
edacl
earconnect
ion

bet
weenneedf
ulf
il
lmentandaf
fect(
posi
ti
ve,
negat
ive)v
iat
heappl
i
cat
ionoft
hePosi
ti
ve

Af
fectNegat
iveAf
fectSchedul
e(PANAS)i
nst
rument(
Wat
sonetal
.
,1988)t
oev
aluat
ethe

af
fect
sint
her
epor
tedl
i
feexper
ience.Ther
efor
e,t
heyshowedt
hatt
heext
entofneed

57
f
ulf
il
lmentwasposi
ti
vel
yrel
atedt
othei
ntensi
tyofposi
ti
veaf
fect
.Apar
tfr
om l
uxur
y,al
l

t
heot
herneedsi
ndi
cat
edassoci
ati
onswi
thposi
ti
veaf
fect
.Lat
er,
inasequenceofwor
ks,

Hassenzahl(
2008)conduct
edast
udyont
hest
ruct
ureofposi
ti
veexper
ienceswi
th

t
echnol
ogy
.Heusedt
hePANASf
ramewor
ktoi
nvest
igat
eemot
ionsandt
hel
evel
sof

sat
isf
act
ionf
orsel
f-
det
ermi
nat
ionr
elat
edneedscompr
isi
ngofaut
onomy
,compet
ence

andr
elat
edness.Hi
sst
udy
’sout
comecl
aimedt
hatcompet
encewast
hemostpr
omi
nent

psy
chol
ogi
calneedi
nposi
ti
veUXswi
tht
echnol
ogy
.Nexti
ntheor
derofi
mpor
tancewas

aut
onomyandr
elat
edness.Lat
eron,Hassenzahletal
.(2010)car
ri
edoutabi
ggerst
udy

ont
hesamesubj
ect
.Theyv
eri
fi
edt
hatr
elat
edness,st
imul
ati
onandcompet
encewer
e

t
hemostst
ri
ki
ngpsy
chol
ogi
calneedsi
nposi
ti
veUXswi
tht
echnol
ogy
.Nev
ert
hel
ess,
thei
r

anal
ysi
s omi
tt
ed aut
onomy and sel
f-
est
eem.They al
so demonst
rat
ed t
hatneed

f
ulf
il
lmentand posi
ti
ve emot
ions wer
e essent
ialf
act
orsf
ort
he per
cei
ved hedoni
c

char
act
eri
sti
csofpr
oduct
s(Rezaei
,2015)
.

Lat
er,Par
tal
aandKal
l
inen(
2012)appl
i
edahol
i
sti
cappr
oacht
osy
stemat
ical
l
yex
ami
ne

t
her
elat
ivesi
gni
fi
canceofv
ari
ousemot
ionsandpsy
chol
ogi
calneedsi
nmostsat
isf
ying

andunsat
isf
yingUXsandt
hei
nfl
uenceofv
ari
ouscont
ext
ualv
ari
abl
esi
ntheexper
iences.

Theyusedaquest
ionnai
rewi
tht
hree-
sect
iont
oexami
nepsy
chol
ogi
calneeds,emot
ions

andcont
ext
.Theyempl
oyedShel
don’
setal
.(2001)i
nst
rumentt
oexami
ne10candi
dat
e

psy
chol
ogi
calneedsi
ntheUXscont
ext
.Fur
ther
mor
e,t
hePANASquest
ionnai
re(
Wat
son

etal
.,1988)wi
th10posi
ti
veand10negat
iveemot
ionswasempl
oyedf
ort
heanal
ysi
sof

emot
ionsconcer
ningUXs.I
ncont
rastt
osev
eralpr
evi
ousst
udi
esi
nUX,Par
tal
aand

Kal
l
inen(
2012)f
ocusedonunsat
isf
yingexper
iencesandnegat
iveemot
ionsi
nor
dert
o

cont
aint
hef
ullcol
l
ect
ionofemot
ionsont
heemot
ionalv
alencescal
e.Fi
nal
l
y,apoolof

58
10cont
ext
ual
quest
ionswasdev
elopedf
oll
owi
ngt
heJumi
sko-
Pyy
kköandVai
nio’
s(2010)

cont
extf
ramewor
k,t
ocompr
iset
hemostdomi
nantcont
ext
ualv
ari
abl
esav
ail
abl
ein

cur
rentl
i
ter
atur
e:phy
sicalcont
ext
,tempor
alcont
ext
,taskcont
ext
,soci
alcont
ext
,andt
he

t
echni
calandi
nfor
mat
ioncont
ext(
Rezaei
,2015;Ar
mbr
ustetal
.
,2009;Mar
shal
l&Tang,

2012;
Hobf
eldetal
.,
2011)
.

Si
ncemostoft
hehumanact
ionst
hatHCIt
akesi
nter
esti
nar
edel
i
ber
ate,i
ttheni
mpl
i
es

t
hatt
her
emustbei
nter
nalmot
ivat
ingf
orcest
hatt
ri
ggert
heact
ivi
ti
es(
Olsson,2012)
.

Hassenzahl(
2008)consi
der
edt
his:“
GoodUXi
stheconsequenceoff
ulf
il
li
ngt
hehuman

needsf
oraut
onomy
,compet
ency
,st
imul
ati
on(
sel
f-
ori
ent
ed)
,rel
atedness,andpopul
ari
ty

(
other
s-or
ient
ed)t
hroughi
nter
act
ingwi
tht
hepr
oductorser
vice…”I
naddi
ti
on,McCar
thy

andWr
ight(
2004)r
eit
erat
edt
hatal
lofpeopl
e’
sact
ionsar
e“shott
hroughwi
thv
alues,

needs,desi
res,andgoal
s”.Fur
ther
mor
e,Kankai
nen(
2003)pr
esent
ed“
mot
ivat
edact
ion”

t
obeconsi
der
edasaneedt
hatadequat
elydi
rect
stheusert
oacti
napar
ti
cul
armanner
.

Themot
ivat
orcoul chumanneed,
dbeabasi sonalv
aper alue,anemot
ion,orsomeot
her

psy
chosoci
alst
ate.Ther
efor
e,t
hef
oll
owi
ngdel
i
ber
atesont sofneedsand
heconcept

v
aluesaspoi
ntsofcommencementofUX(
Olsson,
2012)
.

Fr
om psy
chol
ogi
calst
andpoi
nt,i
tappear
scer
tai
nthatneedsl
i
kephy
siol
ogi
calhungeror

needf
orsel
f-
est
eem,ar
eai
medt
oboostper
sonalt
hri
vi
ng,andt
hatt
heyar
emot
ive

f
orces(
Ryan&Deci2000,Shel
donetal
.2001)
.Ont
hebasi
sofsev
eralpr
iorr
esear
ches,

asaf
orement
ioned,Shel
donetal
.(2001)suggest
edasetof10i
mpor
tantpsy
chol
ogi
cal

needs.Thesui
tabi
l
ityoft
hisf
ramewor
ktoHCIhasbeenr
esear
chedby
,forexampl
e,

Hassenzahl
etal
.(2010)
.Theydi
scov
eredt
hatexper
iencescoul
dforsur
ebecl
assi
fi
edby

t
hepr
imar
yneedt
heyf
ulf
il
l.Thef
oll
owi
ngsummar
izest
heneedcl
assesasassoci
atedt
o

59
t
heJor
dan’
s(2002)andHassenzahl
’
s(2003)UXf
ramewor
ks(
Hassenzahletal
.
,2010)
:i)

“
Aut
onomy
-i
ndependence:Feel
i
ngl
i
key
ouar
ethecauseofy
ourownact
ionsr
athert
han

ex
ter
nalf
orcescausey
ouract
ions”
;ii
)“Compet
ence-
eff
ect
ance:Feel
i
ngt
haty
ouar
ever
y

capabl
eandef
fect
ivei
nyouract
ions(
rel
atest
opsy
cho-
pleasur
eandpr
agmat
ic)
”;i
i
i)

“
Rel
atedness-
bel
ongi
ngness:Feel
i
ngt
haty
ouhav
eregul
ari
nti
mat
econt
actwi
thpeopl
e

whocar
eabouty
ou(
soci
o-pl
easur
e)”
;iv
)“Sel
f-
act
ual
i
zat
ion-
meani
ng:Feel
i
ngt
haty
ouar
e

dev
elopi
ngy
ourbestpot
ent
ial
sandmaki
ngl
i
femeani
ngf
ulr
athert
hanf
eel
i
ngst
agnant

(
ideo-
pleasur
eandev
ocat
ion)
”;v
)“Secur
it
y-cont
rol
:Feel
i
ngsaf
eandi
ncont
rolofy
ourl
i
fe

r
athert
hanf
eel
i
nguncer
tai
nandt
hreat
enedbyy
ourci
rcumst
ances”
;vi
)“Money
-l
uxur
y:

Feel
i
ngt
haty
ouhav
epl
ent
yofmoneyt
obuymostofwhaty
ouwant
”;v
ii
)“I
nfl
uence-

popul
ari
ty:Feel
i
ngt
haty
ouar
eli
ked,r
espect
ed,andhav
einf
luenceov
erot
her
s(soci
o-

pl
easur
eandi
dent
if
icat
ion)
”;v
ii
i)“
Phy
sical
-bodi
l
y:Feel
i
ngt
haty
ourbodyi
sheal
thyand

wel
l
-takencar
eofr
athert
hanf
eel
i
ngoutofshapeorunheal
thy(
phy
sio-
pleasur
e)”
;ix)

“
Sel
fest
eem-
sel
f-
respect
:Feel
i
ngt
haty
ouar
eawor
thyper
sonwhoi
sasgoodasany
one

el
ser
athert
hanf
eel
i
ngl
i
kea‘
l
oser
’”
;x)“
Pleasur
e-st
imul
ati
on:Feel
i
ngt
haty
ougetpl
ent
y

ofenj
oymentandpl
easur
erat
hert
hanf
eel
i
ngbor
edandunder
-st
imul
atedbyl
i
fe(
psy
cho-

pl
easur
eandst
imul
ati
on)
”(Ol
sson,
2012)
.

I
nthesamewayas‘ ,v
needs’ al
ue i
sanexceedi
ngl
ypol
ysemouswor
d.I
tsmeani
ng

osci
l
lat
es bet
ween concept
s as f
aras economi
cret
urn and mor
alst
andar
ds ar
e

concer
ned(
Bozt
epe2007)
.Thei
deaofv
aluesi
sabouti
mpr
essi
onofwhati
sev
ent
ual
l
y

goodandappr
opr
iat
einhumanl
i
fe(
Graeber
,2001)
.Schwar
tzandBi
l
sky(
1987)pr
ovi
ded

i
nst
ances ofsuch,associ
ated t
o,f
ori ance,exci
nst tementand chal
l
enge i
nli
fe,

achi
evement
,saf
ety
,har
mony
,conf
ormi
ty,t
radi
ti
onandbenev
olence(
thati
s,i
mpr
ovi
ng

60
t
hewel
far
eofonescommuni
ti
es)
.Theel
i
gibi
l
ityv
iewpoi
nti
sal
sopi
vot
ali
nthepr
oposal

of Kuj
ala and Väänänen-
Vai
nio-
Mat
ti
la ( : user v
2009) alues el
uci
dat
es “
user
s’

psy
chol
ogi
calv
aluest
hataf
fectt
hei
rvi
ewsast
owhatki
ndofpur
pose,f
unct
ionsand

char
act
eri
sti
csar
eimpor
tantt
othem i
nacer
tai
nusagesi
tuat
ionandcont
ext
”.They

summar
izeduserv
aluest
ocompr
isesoci
alv
aluessuchasachi
evement
,honest
y,st
atus

andequal
i
ty,emot
ional
/hedoni
sti
cval
uessuchasenj
oymentandpl e,st
easur imul
ati
on

andepi
stemi
cval
uessuchascur
iosi
ty,
nov
elt
yandexci
tement
,tr
adi
ti
onalv
aluessuchas

r
espectandcommi
tment
,saf
etyv
aluessuchassecur
it
yandsoci
alor
der
,andgr
owt
hand

sel
f-
act
ual
i
zat
ionv
aluessuchascr
eat
ingani
ndependentt
houghtandact
ion(
Olsson,

2012)
.

Last
ly,wi
thr
espectt
otheact
ual
i
zat
ionofneedsandv
alues,Demi
retal
.(2009)f
ound

sev
eralconst
it
uent
sthatcanbev
iewedas‘
appr
aisal
s’
.Pr
oduct
sthatmat
chuser
s’

concer
ns such as needs,goal
s and v
alues ar
e appr
aised as benef
ici
aland t
he

mi
smat
chesar
eseenashar
mful
.Theappr
aisalconst
it
uent
scompr
iseof
,fori
nst
ance,

mot
iveconsi
stency(
howdoesasi
tuat
ionassoci
atewi
thwhatt
heuserwant
sandwhat

hi
s/hermot
ivesar
e?,i
) nt
ri
nsi
cpl
easant
ness(
thesensor
ialpl
easant
nessofanobj
ect
),

expect
ati
onconf
ir
mat
ioncomponent(
doest
heact
ualr
esul
tofanev
entconf
ir
m or

v
iol
atet
heuser
’sexpl
i
citant
ici
pat
ions?
),agency(
whoi
saccount
abl
efort
hisev
ent–

onesel
f,anot
her per
son or t
hing,or t
he gener
alci
rcumst ) and st
ances? andar
d

conf
ormance(
ist
heci
rcumst
ancei
nli
newi
thsoci
alnor
msandst
andar
ds?
)(Ol
sson,

2012)
.

2.
6TheConceptofUserExper
ience(
UX)

61
Ov
ert
hel
astt
wodecades,
studi
esi
nUXi
ntheHCIdomai
nhav
eampl
i
fied(
Law,
2011)
.In

t
hesest
udi
es,
amut
ualconcor
dandconsensushasbeenat
tai
nedont
hedy
nami
csofUX

andt
hesubj
ect
ivi
tyofi
tsnat
ure(
Väänänen-
Vai
nio-
Mat
ti
laetal
.
,2008)
.A numberof

st
udi
eshav
est
atedt
hatUXi
sdy
nami
c,cont
ext
-dependent
,andsubj
ect
ive.Consequent
ly,

UXi
sseenassomet
hingdesi
rabl
ewi
thoutdef
ini
ngwhatt
hesomet
hingmeans,andt
his

hasl
edt
ochal
l
engesofr
esear
cher
snotmut
ual
l
yagr
eei
ngonacommondef
ini
ti
onf
orUX

(
Law etal
.,2009)
.Pr
iorst
udi
es hav
e pr
oposed def
ini
ti
ons f
orUX,howev
ert
hose

def
ini
ti
onswer
einf
luencedbyt
her
esear
cher
’sbackgr
oundandi
nter
est(
Lawetal
.
,2009)

andcoul
dnotbeempl
oyedort
akenasacommondef
ini
ti
on.I
SO9241-
210descr
ibedUX

as“
Aper
son'
sper
cept
ionsandr
esponsest
hatr
esul
tfr
om t
heuseorant
ici
pat
eduseofa

pr
oduct
,sy
stem orser
vice”(
ISO9241-
210,
2010)
.Accor
dingt
oLaw(
2009)
,thi
sdef
ini
ti
on

i
s a pr
omi
sing one.The def
ini
ti
on i
s consi
stentwi
tht
he v
iew ofmaj
ori
tyoft
he

r
esear
cher
sont
hesubj
ect
ivi
tyofUX.Howev
ert
het
ermsusedr
equi
remor
ecl
ari
fi
cat
ions

t
obemadeont
hel
i
stofpossi
bleobj
ect
sthati
nfl
uenceUX.UXat
ight
lycoupl
edwi
th

usabi
l
ity(
Raj
eshkumaretal
.,
2013;
Bev
an,
2009a)
.Usabi
l
ityhasv
ari
ousqual
i
tiessuchas

ef
fi
ciency
,ef
fect
ivenessandsat
isf
act
ion(
Bev
an,2009b)
.Sat
isf
act
ionqual
i
tyr
elat
est
o

t
hel
i
kel
i
ness,pl
easur
e,t
rustandot
hersi
mil
archar
act
eri
sti
cs,andf
rom t
hisst
andpoi
nt,

UXi
stakent
obeasel
abor
ati
onofusabi
l
ity
.Usabi
l
ityi
sdi
ff
erentf
rom UXbecausei
t

f
ocuses on obj
ect
ive measur
es,whi
l
e UX f
ocuses on subj
ect
ive measur
es.Thi
s

di
ssi
mil
ari
tyi
shi
ngedont
heuseofmeasur
ementmet
hods.Usabi
l
itymet
hodsar
enot

l
i
kel
ytomeasur
eUXbecauset
her
eisadi
sti
nctdi
ssi
mil
ari
tybet
weenusabi
l
ityqual
i
ties

andt
hoseofUX (
Rot
oetal
.,2009)
.A canopyt
ermf
oruser
s’per
cept
ions,whet
her

measur
edobj
ect
ivel
yorsubj
ect
ivel
yfol
l
owsI
SO9241-
210def
ini
ti
onwhi
chencompasses

62
per
cept
ionsf
rom t
heuserwhet
herobj
ect
ivel
yorsubj
ect
ivel
y(Rot
oetal
.
,2009;Al
har
bi,

2016)
.

TheI
SO9421-
210st
andar
dli
stst
hreef
act
orst
hati
nfl
uenceUXassy
stem,userandt
he

cont
ent
.HassenzahlandTr
acki
nsky(
2006)al
sost
atedt
hatmanyf
act
orscani
nfl
uencea

UX,
thesef
act
orsi
ncl
ude:userst
ateandpr
evi
ousexper
ience,
syst
em pr
oper
ti
es,
andt
he

usecont
extorsi
tuat
ion.Law,Rot
o,Ver
meer
en,Kor
tandHassenzahl(
2008)associ
ated

UXwi
thabr
oadr
angeoff
uzzyanddy
nami
cconcept
s,suchas,emot
ional
,af
fect
ive,

ex
per
ient
ial
,hedoni
c,andaest
het
icv
ari
abl
es.Theyar
guedt
hatt
hel
andscapeofUX

r
esear
chi
sfr
agment
edandcompl
i
cat
edbydi
ver
set
heor
eti
calmodel
swi
thdi
ff
erentf
oci
,

suchas,
emot
ion,
mood,
exper
ience,
val
ue,
pleasur
e,beaut
y,et
c.TheconceptofUX(
Rot
o

etal
.2011)i
snott
hesameasexper
iencei
ngener
alasi
texpl
i
cit
lyr
efer
stot
he

ex
per
iencesgot
tenf
rom encount
eri
ngsy
stems.‘
Encount
eri
ng’hast
odowi
th“
usi
ng,

i
nter
act
ing wi
th,orbei
ng conf
ront
ed passi
vel
y”(
Ibi
d).‘
Syst
em’r
epr
esent
spr
oduct
s,

ser
vicesandar
ti
fact
sthatani
ndi
vi
dualcani
nter
actwi
thv
iaauseri
nter
face.A‘
user
’

i
mpl
i
esanyhumanagent
,thati
s,t
hesubj
ect
,whout
il
izest
hesy
stem.

Thi
sISO9421-
210 (
2010) di
sti
nct
lyr
efer
sto exper
ience but howev
er succi
nct
ly

cont
ext
ual
i
zed t
orel
atet
otheexper
iencesencount
ered f
rom pr
oduct
s,sy
stemsor

ser
vices,whet
hert
heyar
etechnol
ogi
calandi
nter
act
ivepr
oduct
s,i
mmat
eri
alser
vices,or

di
git
alar
ti
fact
ssuchasgames.I
naddi
ti
on,Rot
o(2006)st
ressest
hat“
usi
ngmeanst
hat

t
heusernotonl
ysensest
hesy
stem,
butal
sohast
heoppor
tuni
tyt
omani
pul
ateorcont
rol

t
hesy
stem”
.Shemai
ntai
nst
hatsy
stemst
hatar
enotcont
rol
l
abl
ebyt
heenduser(
for

ex
ampl
e,r
oll
ercoast
ers)donotcr
eat
eUXbutj
ust‘
plai
n’exper
ience,
andt
husar
enotbe

consi
der
edasUX.

63
Fur
ther
mor
e,t
heUXPr
ofessi
onalAssoci
ati
on’
sgl
ossar
yofusabi
l
ityBodyofKnowl
edge

(
UPA,
2012)def
inesUXas“
Ever
yaspectoft
heuser
’si
nter
act
ionwi
thapr
oduct
,ser
vice,

orcompanyt
hatmakeupt
heuser
’sper
cept
ionsoft
hewhol
e”.Thi
sdef
ini
ti
onal
so

compr
isest
hecompany
,li
ket
hepr
oducerofapr
oduct
,asasour
ceoft
heexper
ience.

Li
kewi
se,Ni
elsenNor
manGr
oup(
2012)st
atest
hat
,“Userexper
ienceencompassesal
l

aspect
soft
heend-
user
’si
nter
act
ionwi
tht
hecompany
,it
sser
vices,andi
tspr
oduct
s“.

Mor
eso,Swar
dandMacar
thur(
2007)hi
ghl
i
ghtv
alueast
her
esul
tofi
nter
act
ion:“
UXi
s

t
hev
alueder
ivedf
rom i
nter
act
ion(
s)[
orant
ici
pat
edi
nter
act
ion(
s)]wi
thapr
oductor

ser
viceandt
hesuppor
ti
ngcasti
nthecont
extofuse(
e.g.t
ime,l
ocat
ion,anduser

di
sposi
ti
on)
”.Theaut
hor
sacknowl
edgedbot
hact
ualv
alue(
forexampl
e,ef
fi
ciency
)and

per
cei
vedv
alue(
forexampl
e,sat
isf
act
ion,
aest
het
ic,
andent
ert
ainment
)asr
elat
edt
oUX.

User
s’exper
iencesi
mpl
yref
lect
ions,at
ti
tudes,andi
mpr
essi
onsofuser
saboutt
hei
r

i
nter
act
ion wi
tht
he pr
oductorsy
stem.Si
nce t
her
eis no common agr
eed on or

consensualdef
ini
ti
onf
orUX,Samar
dži
j
a(2016)cont
ri
but
ed t
otheUX def
ini
ti
onby

def
ini
ng i
tas f
oll Userexper
ows:“ ience i
s a mul
ti
-di
mensi
onalconst
ructofuser
’s

r
efl
ect
ions,at
ti
tudes,andi
mpr
essi
onst
hatemer
geasr
esul
toft
heuseri
nter
act
ionwi
th

t
hesy
stem”
.UXqual
i
tyi
ndi
cat t
es“heext
entt
owhi
chani
nter
act
ivesy
stem meet
sthe

user
s’expect
ati
onst
owar
dsaposi
ti
vei
nter
act
ionexper
ience”(
Samar
dži
j
a,2016)
.

Hekker
t(2006)consi
der
edsomeconcept
srel
at oUX:Pr
edt oductexper
ience,wi
tha

per
spect
iveonaf
fect
s:“
theent
ir
esetofaf
fect
sthati
sel
i
cit
edbyt
hei
nter
act
ionbet
ween

auserandapr
oduct
”.Pr
oductexper
iencecanbev
iewedashav
ingt
osomeext
enta

nar
rowerscopet
hanUX,si
ncenotal
ltechnol
ogi
calandi
nter
act
ivet
hingsar
epr
oduct
s.

Br
andexper
ience,howev
ercompr
isesnotonl
yint
eract
ionwi
tht
hebr
andedpr
oduct
s,but

64
al
soi
nter
act
ionwi
tht
hecompany
,it
sot
herpr
oduct
sandser
vices,whi
chmakesbr
and

ex
per
ienceasl
i
ght
lywi
derconceptt
hanUX(
Lawetal
.
,2009)
.Besi
des,t
het
erm ser
vice

exper
ienceal
soexi
stsnev
ert
hel
essi
tneedst
obeusedcaut
iousl
y,si
ncei
tcan,i
nan

ex
tensi
vesense,r
elat
etof
ace-
to-
faceser
vices(
forexampl
e,i
nar
est
aur
ant
),publ
i
c

ser
vices(
forexampl
e,ci
tyi
nfr
ast
ruct
ure)
,al
ongwi
thdi
git
alser
vicesont
heI
nter
net(
for

ex
ampl
e,onl
i
neshops)orany
thi
ngi
nbet
ween.I
ncl
ari
fyi
ngt
hesev
ari
ances,Law etal
.

(
2009)cont
endt
hatexper
iencesof
,fori
nst
ance,ev
ent
s,space,br
and,ar
t,exer
cise,or

f
ace-
to-
facei
nter
act
iondonothav
eit
spl
aceundert
hecanopyofUX.Gener
all
y,ev
en

t
hought
heconceptofUXi
sst
il
lrel
ati
vel
yyoung,t
her
ear
eaf
ewbasi
cassumpt
ionst
hat

ar
ecommonandwi
del
yaccept
ed(
Hassenzahletal
.2010,Law etal
.2009,Rot
oetal
.

2011)
.Lawetal
.(2009)conduct
edasur
veywi
th275r
esear
cher
sandpr
ofessi
onal
sinUX

t
oel
i
citv
iewsaboutUXandt
ocompr
ehendi
tsscope.Thei
rst
udyconcl
udedt
hatUXi
s:i
)

Subj
ect
ive:anar
ousedexper
iencet
hati
tschar
act
eri
sti
csandv
alencev
aryf
rom per
sont
o

per
son,t
hought
heact
ivi
ty,sy
stem andusagecont
extmay
bet )Cont
hesame;i
i ext
-

dependent
:thesamei
nter
act
ionmaycr
eat
evar
yingexper
iencesunderdi
ff
erentphy
sical
,

soci
alandcul
tur
alsi
tuat
ions;andi
i
i)Dy
nami
c:t
heov
eral
lexper
iencecumul
atesand

ev
olv
esov
ert
ime

I
tisneedf
ult
odi
sti
ngui
shbet
weenexper
ienceandexper
ienci
ngwhendi
scussi
ngt
he

conceptofUX.Whi
l
eexper
ienci
ng happensatal
lti
mes,an exper
iencei
srat
hera

j
udgmentofpastev
ent
s(Hassenzahl
,2010)
.Exper
ienci
ng,i
nthecont
extofUX i
sa

“
str
eam ofper
cept
ions,i
nter
pret
ati
onsoft
hoseper
cept
ions,andr
esul
ti
ngemot
ions

dur
ing an encount
erwi
th a sy
stem”(
Rot
o etal
.
,2011)
.These sai
d per
cept
ions,

i
nter
pret
ati
ons,andemot
ionsar
esubj
ect
ive(
Hassenzahl
,2010;Law etal
.
,2009)
.They

65
ar
evi
ewedv
iat
hel
ensesofani
ndi
vi
dualobser
verandnotonl
yvar
ybet
weenobser
ver
s,

butal
sowi
thi
nobser
ver
s(Hassenzahl
,2010)
.Fori
nst
ance,auserwhoi
ssomewhatnot

f
ami
l
iarwi
thi
nter
act
ivedi
git
alt
echnol
ogi
esandwhowant
stohav
eaf
ir
stt
imeut
il
izat
ion

ofasmar
tphonemaybeconf
usedwi
tht
hev
ari
ousi
consandopt
ionsav
ail
abl
eont
he

useri
nter
face.Nonet
hel
ess,oncef
ami
l
iar
it
ywi
tht
hedev
icei
sachi
eved,t
heusermay

becomeenchant
edwi
tht
henewf
eat
uresandpossi
bil
i
tiest
hatt
hesmar
tphonespr
ovi
des

i
ncompar
isont
othet
radi
ti
onalphonef
eat
ures.I
naddi
ti
on,
suchnov
icesmar
tphoneuser

wi
l
l nev
er agai
n hav
e t
he same f
ir
st t
ime exper
ience i
n usi
ng t
he same

smar
tphone.
Ther
efor
e,anexper
iencei
suni
queandmostl
i
kel
ychangesov
ert
ime,and

cannotber
epl
i
cat
ed(
Hassenzahl
,2010;
McCar
thy&Wr
ight
,2004)
.

Sev
eralst
udi
esanddel
i
ber
ati
onsamongUXr
esear
cher
sandpr
act
it
ioner
shav
etaken

pl
ace t
o ar
ri
ve ata har
moni
ous def
ini
ti
on ofUX (
Bar
gas-
Avi
l
a & Hor
nbæk,2011;

Hassenzahl
&Tr
act
insky
,2006)
;Lawetal
.,
2009;
Rot
oetal
.
,2011)
.TheLawetal
.
’s(
2009)

sur
veyamongUXr
esear
cher
sandpr
act
it
ioner
sin2008,showedt
hatev
enwi
thi
ntheUX

communi
tyt
her
ear
edi
ssent
ingv
iewsont
hei
nter
rel
ati
onandsi
gni
fi
canceofv
ari
ousUX

f
acet
s.Thecommuni
tyagr
eed,nonet
hel
ess,t
hatUXi
ssubj
ect
ive,dy
nami
c,andcont
ext
-

dependent(
Law etal
.,2009)
.Onemor
esour
ceofdi
ssent
ionamongschol
arsi
son

whet
herUXcanandshoul
dbemeasur
ed(
Law,2011)
.Whi
l
eonepar
tcont
endsf
ora

“
qual
i
tat
ivedesi
gn-
based”met
hodol
ogy
,theot
hercont
endsf
ora“
quant
it
ati
vemodel
-

based” met
hodol
ogy (
Law,2011)
.The McCar
thy and Wr
ight
’s(
2004)f
ramewor
k

consi
der
ed t
he qual
i
tat
ive based desi
gn,and t
he Hassenzahl
’
s(2010)f
ramewor
k

consi
der
edt
hequant
it
ati
vebasedmodel
.

Accor
dingt
oLawetal
.(2009)
,“Userexper
iencef
ocusesoni
nter
act
ionbet
weenaper
son

66
andsomet
hingt
hathasauseri
nter
face”
.Asst
atedear
li
eron,UXemer
gedduet
othe

concer
ns t
hatt
radi
ti
onalusabi
l
ityconcent
rat
ed on t
he obj
ect
ive measur
es ofuser

per
for
manceanddi
dnotpr
ovi
deexpl
anat
ionont
heuser
s’aest
het
ic,emot
ionaland

af
fect
iver
eact
ionst
otheuseofani
nter
act
ivedi
git
alpr
oduct(
Har
t,2014)
.Aki
nto

usabi
l
ity
,theabi
l
ityt
oassessUXhasbecomet
hef
ocusofbot
hther
esear
cher
sand

pr
ofessi
oner
swi
thi
ntheHCIcommuni
ty.Ev
ent
hought
het
erm‘
userexper
ience’has

beengener
all
yusedandr
eadi
l
yaccept
ed,
ther
eremai
nshowev
ersomeuncer
tai
ntyabout

whati
treal
l
ymeans.Beacauseoft
hemul
ti
disci
pli
nar
ynat
ureofr
esear
chi
nUX,
whi
chi
s

capt
uredf
rom comput
ing,
psy
chol
ogy
,soci
ology
,mar
ket
ing,
anddesi
gn,
amongot
her
s,i
t

i
sunsur
pri
singt
her
efor
etoseet
hatt
her
eisnocl
earuni
fi
edorhar
moni
zedt
heor
yofUX

i
nexi
stence.Ther
ewer
ejustaf
ewef
for
tst
hatwer
emadeatof
fer
ingadeci
siv
edef
ini
ti
on.

Fori
nst
ance,Law etal
.(2009)car
ri
edoutasur
veyandasked275r
esear
cher
sand

pr
act
it
ioner
sint
hef
iel
dofUXt
ocomeupwi
thamut
ualdef
ini
ti
ononUX.Thef
indi
ngwas

t
hatUXi
sani
ndi
vi
dualexper
iencet s“
hati dy
nami
c,cont
ext
-¬dependent
,andsubj
ect
ive”
.

Mor
erecent
lyawhi
tepaperonUX,
descr
ibedUXasi
ncl
udi
ngt
hreedi
ff
erentv
iewpoi
nts;
1)

‘
exper
ienci
ng’whi
chr
elat o“
est t
hei
ndi
vi
dualanddy
nami
cnat
ureofexper
ienci
ngan

encount
erwi
thasy
stem”
;2)‘
auserexper
ience’
,whi
chi
sar
etr
ospect
ivest
andpoi
ntt
hat

i
shi he“
ngedont out
comesandmemor
iesofanexper
ience”
,and3)‘
co-
¬exper
ience’
,

whi
chr
elat o“
est exper
ienci
ngasi
tuat
iont
oget
her
”(Rot
oetal
,2011)
.Thought
his,t
o

someext
enthel
psi
nident
if
yingdi
ff
erencesi
nUX,
ther
eremai
nshowev
ersomeabsence

ofcl
ari
tyi
ntheunder
standi
ngoft
hemeani
ngandnat
ureofUX.I
nspi
teoft
his,
ther
eisa

hugecol
l
ect
ionofUXr
esear
chwi
thmanysuggest
edt
heor
iesandf
ramewor
ks,whi
ch

hav
emadesomeadv
ancementi
neasi
ngoutsomeoft
hecompl
exi
ti
esembodi
edi
nUX

67
(
Har
t,2014)
.

Cer
tai
nly
,theexami
nat
ionofUX i
sahi
ghl
ycompl
i
cat
edt
ask.Wr
ightetal
.(2005a)

cont
endt
hati
tisnotr
eal
l
ydi
sti
nctwhatexact
lyar
etheconst
it
uent
sofUXandDal
sgaar
d

(
2008)hi
ghl
i
ght
sthat
,inspi
tet
hegr
owi
ngi
nter
estf
rom agr
eatnumberofv
iewpoi
nts

anddomai
ns,t
hesubj
ectst
il
lremai
nshi
ghl
yunset
tl
edandv
ague.Def
ini
tel
y,t
hev
ari
ous

per
spect
ives on UX t
oget
herwi
tht
he l
ack ofcl
ari
tyoft
he t
erm has r
esul
ted t
o

r
esear
cher
sandpr
ofessi
onal
scomi
ngupwi
thdi
ff
erentdef
ini
ti
onsandexpl
anat
ionf
or

t
het
erm(
Zamani
,2014)
,aspr
esent
edi
ntheTabl
ebel
ow.

Tabl
e2.UXDef
ini
ti
ons
Sour
ce UXDef
ini
ti
on

(
Alben,
1996) “Al
ltheaspectsofhow peopleuseani nter
activeproduct:thewayitfeel
sintheir
hands,how wel
ltheyunderst
andhow itwor ks,how theyfeelabouti
twhil
ethey ’
re
usi
ngit,howwell
itser
vesthei
rpurposes,andhowwel litf
it
sintotheent
ir
econtextin
whichtheyar
eusingit
.”

(Ni
elsenNorman "Userexper i
ence"encompassesal laspect soft heend- user
'sinteracti
onwi t
ht he
Group,1998) company ,i
tsser vi
ces,andi tspr oducts.Thef ir
str equirementf oranexempl aryuser
exper i
enceist omeett heexactneedsoft hecustomer ,wi t
houtfussorbot her.Next
comes,si mpl i
cityandel egancet hatpr oducepr oductst hatareaj oyt oown,aj oyto
use.Tr ueuserexper iencegoesf arbeyondgi vi
ngcust omer swhattheysayt heywant ,
orpr ovidi
ngcheckl istfeatures.Inor dert oachievehi gh-quali
tyuserexper i
enceina
company '
sof fer
ings,theremustbeaseaml essmer gingoft heser v
icesofmul t
ipl
e
disci
plines,includingengi neering,mar ket
ing,graphicalandi ndustrialdesi
gn,and
i
nt er
facedesi gn.

(Hassenzahl & “ A consequenceofa user ’sint ernalstat

e( predisposi
ti
ons,expectat
ions,needs,
Tract
insky,2006) mot i
vati
on,mood,et c.)
,thechar acteri
sti
csoft hedesignedsy st
em (e.
g.complexit
y,
purpose,usabilit
y,funct
ional
it
y ,etc.)andt hecont ext(ortheenv i
ronment)withi
n
whicht heinteracti
onoccurs( e.g.or gani
sati
onal/soci
alsett
ing,meaningful
nessof
theacti
v i
ty,
voluntari
nessofuse, etc.)
.”

(
Desmet & “Theentir
esetofaf f
ectst hatiselici
tedbyt heinteracti
onbet weenauseranda
Hekker
t, 2007; pr oductincluding the degr ee t
o whi ch al
loursenses ar e gr
ati
fi
ed (aest
heti
c
Hekker
t,2006) experi
ence),themeani ngsweat t
acht otheproduct(experienceofmeaning)andthe
feel
ingsandemot ionst hatareeli
cit
ed( emoti
onalexperience)”

(
Swar
d & “
Thev
alueder
ivedf
rom i
nter
act
ion(
s)[
orant
ici
pat
edi
nter
act
ion(
s)]wi
thapr
oductor

68
MacAr
thur
,2007) servi
ceandt hesupporti
ngcastint hecontextofuse(e.g.
,ti
me,locat
ion,anduser
disposi
tion)
.Userv al
uecan beact ualval
ue( e.
g.,ef
fi
ciencyand effect
iveness),
perceiv
ed v alue (e.
g.,trust
wort
hiness,emot i
ons,sati
sfacti
on,aest
het i
c,soci al
rewards,behav i
or,
entert
ainment
,etc.)
,oracombinati
onofboth.”

(Hassenzahl
, “Amoment ar
y,pri
mari
l
yevaluati
vefeel
ing(good-
bad)whil
eint
eract
ingwit
haproduct
2008) orservi
ce.Bythat
,UXshi
ft
sat tent
ionfrom t
heproductandmateri
als(
…)tohumans
andfeel
ings–thesubj
ect
ivesideofproductuse.
”

(
ISO,
2010) “
aperson'
spercept
ionsandresponsest
hatr
esul
tfr
om t
heuseorant
ici
pat
eduseof
apr
oduct,
syst
em orservi
ce”

Adopt
edf
rom Lawetal
.,
2009andZamani
,2014

Asi
sshown,t
hedescr
ipt
ionsanddef
ini
ti
onsofUXv
ary
.Al
ben(
1996)andHassenzahl

andTr
act
insky(
2006)pr
esent
ati
onsar
eaki
nsi
ncebot
hexpl
aint
hef
eel
i
ngsandt
he

expect
ati
onsoft
heuser
,thequal
i
tiesandt
hef
eat
uresoft
hepr
oduct
,andt
hecont
extof

i
nter
act
ion.Thet
wodescr
ipt
ionsr
ecogni
zet
hat
,wi
thot
hert
hingsr
emai
ningconst
ant
,if

t
hecont
extchanges,sowi
l
ltheUX,asi
tisoneoft
hef
undament
alel
ement
soft
he

phenomenon.Hassenzahl(
2008)expl
ainsi
tasanev
aluat
ivef
eel
i
ngt
hatdev
elopsata

cer
tai
npoi
nti
nti
me,whi
chmayal
soev
olv
eorber
evi
sit
edbyt
heuser
.Heputhi
gher

st
resson‘
tempor
ali
ty’and‘
j
udgment
’,cont
endi
ngt
hatUXt
il
tsi
tsat
tent
ionandf
ocus

awayf
rom t
hepr
oducti
tsel
ftoi
tssubj
ect
iveusebyt
heuser
.Subsequentt
oasomewhat

r
elat
edappr
oach,Swar
dandMacAr
thur(
2007)desi
gnat
eitast
hev
alueauserobt
ains

f
rom i
nter
act
ionwi
thapr
oductandt
heexpect
ati
onoft
hisi
nter
act
ion,asanyper
cei
ved

oract
ual
der
ivat
ivesar
eaccount
edf
or.Thei
ndust
ry,
howev
er,
appr
oachesUX,
expl
i
cabl
y,

f
rom amuchdi
ff
erentst
andpoi
nt.TheNi
elsenNor
manGr
oup(
1998)mai
ntai
nthata

goodUXr
equi
resmeet
ingt
heneedsoft
heusert
hrought
hecomposi
ti
onofnumer
ous

di
sci
pli
nes,ev
ent
houghatt
imest
heusermaynotknow pr
eci
sel
ywhathe/
sher
eal
l
y

needs.Theyal
sounder
scor
ethatUXdoesnotdev
elopexcl
usi
vel
yont
hebasi
soft
he

i
nter
act
ionoft
heuserandt
heendpr
oduct
,butt
hati
tref
erst
othewhol
eint
eract
ion

69
bet
weent
hecust
omer
,thepr
oductand t
hecompanyt
hatal
toget
herwor
ksi
nthe

di
rect
ionofpr
oduct
’sdel
i
ver
y.

Howev
er,DesmetandHekker
t(2007)andHekker
t(2006)di
ff
eredi
nthedef
ini
ti
ont
hey

shar
ed when compar
ed t
othe one pr
evi
ousl
ydi
scussed because t
heyi
ntr
oduced

at
tri
but
ionofmeani
ng asoneoft
heconst
it
uent
sofUX.Theaut
hor
sthr
ought
he

exper
ienceofmeani
ng,
ref
err
edt
othecogni
ti
vepr
ocesseswhi
chai
duser
sinaccessi
ng,

assessi
ngordev
elopi
ngmet
aphor
s,andsy
mbol
i
cval
uesamongot
her
s,aki
ntoCr
il
lyet

al
.
’sundercogni
ti
ver
esponses(
Cri
l
ly,
Moul
tr
ie,
&Cl
arkson,
2004)
.Wher
easHekker
tand

Desmet(
2007)andHekker
t(2006)donotdi
rect
lyr
efert
otheexpect
ati
onofexper
ience

i
nthei
rdef
ini
ti
on,
aswasSwar
dandMacAr
thur(
2007)
,theaut
hor
sexpl
ainedi
nter
act
ion

wi
thpr
oduct
sasoccur
ri
ngatt
hreedi
ff
erentl
evel
s:i
)ont
hei
nst
rument
all
evel
,ast
he

userdi
rect
lyoper
atest
heI
T ar
ti
fact
,ii
)ont
henon-
inst
rument
all
evel
,ast
heuser

i
nter
act
swi
thi
tvi
aforexampl
e,v
isi
on,admi
ri
ngi
tsbeaut
y,ort
ouch,f
eel
i
ngi
tssl
eek

scr
een,andi
i
i)t
henon-
phy
sicall
evel
,ast
heuserexpect
sthei
nter
act
ion,bywonder
ing

abouti
tsut
il
it
ari
anf
acet
sort
hepr
idei
nbei
ngt
heownerofi
t(Desmet&Hekker
t,2007)
.

Subsequent
ly,asDesmetandHekker
tfor
mal
l
yint
roducedt
heconceptofaest
het
icsor

aest
het
icexper
iencei
nthei
rdef
ini
ti
on,anumberoft
her
emai
ning def
ini
ti
onsal
so

consi
der
edt
hisat
tri
but
e,t
houghi
namannert
hati
smor
esubt
le.Swar
dandMacAr
thur

(
2007)i
ntegr
atedi
tasaper
cei
vedv
alue,
HassenzahlandTr
act
insky(
2006)i
ncor
por
ated

i
tint
hesy
stem’
squal
i
ties,t
heNi
elsenNor
manGr
oup(
1998)r
efer
redt
oitv
iat
he

sy
stem’
sel
egance,whi
l
eHassenz
ahl(
2008)desi
gnat
edi
tinhi
sst
udyasoneoft
he

hedoni
cchar
act
eri
sti
cs.

Theabov
epr
esent
eddef
ini
ti
onsdemonst
rat
eev
ident
lyt
hecompl
exi
tyofUX.User
s

70
i
nter
actwi
thi
nfor
mat
iont
echnol
ogy(
IT)ar
ti
fact
sinaspeci
fi
cal
l
yper
sonalwayandas

comput
ingt
urnsoutt
obemor
epor
tabl
eandmobi
l
eandat
tai
nsar
eal
l
yubi
qui
tous

per
meat
ing pr
esence,UX t
urns outt
o be ev
en mor
e compl
ex t
o gr
asp.Logi
cal
l
y

speaki
ng,t
hecopi
ousnessofdef
ini
ti
onsdoesnotmaket
heev
aluat
ion ofhuman-

comput
eri
nter
act
ionort
heassessmentofUXanyeasi
er.Pr
evi
ousl
y,t
her
ehav
ebeen

ef
for
tsgear
edatar
ri
vi
ngatacommonl
yagr
eeddef
ini
ti
on,
wit
hper
hapst
hel
atestbei
ng

t
hatofLawetal
.(2009a)
.Aspr
evi
ousl
ysai
d,t
heaut
hor
scar
ri
edoutasur
veyamongst

r
esear
cher
sandpr
ofessi
onal
stoi
nspectandscr
uti
nizet
het
hendr
aftv
ersi
onoft
he

appl
i
cabl
eISOst
andar
d(I
SODI
S9241-
210:2008)agai
nstt
heav
ail
abl
edef
ini
ti
onsofUX.

Thei
nter
est
ingt
hingi
sthat
,asobt
ainedf
rom t
hest
udy
’sf
indi
ngs,r
esear
cher
sand

pr
ofessi
onal
ssi
mil
arl
yappeart
oagr
eet
hatUXi
sady
nami
c,cont
ext
-basedandgr
eat
ly

subj
ect
ivephenomenont
hatemanat
esf
rom awi
der
angeofbenef
it
sar
isi
ngf
rom one’
s

i
nter
act
ionwi
thapr
oduct
,ser
viceorsy
stem (
Law etal
.
,2009a)
.Nev
ert
hel
ess,asLaw

(
2011)posi
ts,
theconcl
udi
ngv
ersi
onoft
heI
SOst
andar
d,wascer
tai
nly“
impr
eci
se[
and]

abst
ract
”(Law,2011)
,si
ncei
tref
erst
oUXas“
aper
son'
sper
cept
ionsandr
esponses

t
hatr
esul
tfr
om t
heuseorant
ici
pat
eduseofapr
oduct
,sy
stem orser
vice”(
ISO,2010)
.

Whi
l
ethenot
est
hatcomewi
tht
hest
andar
dcanpr
ovi
degui
dancewi
thr
efer
encet
othe

composi
ti
onalf
eat
uresofUX,t
hei
mpactofext
ernalandper
sonalf
act
orsandhow i
t

connect
stousabi
l
ity
,thedef
ini
ti
oni
tsel
fdoesnotf
ull
yexpl
aint
hephenomenon.Though

agr
eat
ernumberofdef
ini
ti
onst
ypi
cal
l
yaddr
esst
hecont
extofi
nter
act
ionandt
he

dy
nami
cchar
act
eri
sti
csofUX,
theI
SOst
andar
dst
il
lremai
nspr
edomi
nant
lyuncl
earwi
th

r
egar
dtot
heseconcept
s(Zamani
,2014)
.

Thedef
ini
ti
onsuggest
edbyHekker
t(2006)
,andl
ateradopt
edbyDesmetandHekker
t

71
(
2007)hasbeenhowev
ercr
it
iquedf
orf
ocusi
ngmai
nlyonaper
son’
sexper
iencewi
th

pr
oduct
s,hence r
est
ri
cti
ng i
ts scope t
o commer
cial
,st
and-
alone obj
ect
sthatar
e

det
achedf
rom ser
vicepr
ovi
der
sandecosy
stems(
Law etal
.
,2009a)
.Law etal
.al
so

mai
ntai
nthatdur
ingaper
son’
sint
eract
ionwi
thapr
oductorser
vice,t
heper
sonal
so

i
nter
act
swi
thacompany
,adesi
gneroranempl
oyee,i
namannert
hati
snon-
phy
sical
,

andmaydi
sregar
dforex
ampl
e,f
lawsi
napr
oduct
’sbr
andhe/
shel
oved,ordur
ingt
he

del
i
ver
yofaser
vice.Theycal
l
ed t
his“
brand exper
ience”and “
ser
viceexper
ience”
,

mai
ntai
ningt
hatt
heset
ermst
ranscendst
hescopeofUX.Byt
het
erm‘
product
’,i
tli
mit
s

somewhatt
hescopeoft
hesel
ect
eddef
ini
ti
onwi
thr
espectt
otheobj
ect
stowhi
chi
t

may
bei
nref
erencet
o.AsLaw etal
.(2009a)posi
t,t
het
erml
ooksatonl
ycommer
cial

obj
ect
sanddoesnoti
ncl
udet
hoset
hatmayhav
ebeenf
oundi
nnat
ureort
hesel
f-
made.

Howev
er,i
ninv
est
igat
ingUXwi
thi
nthef
ramewor
kofhuman-
comput
eri
nter
act
ion,a

‘
product
’woul
drel
atet
oacomput
ingdev
ice,t
hati
scommer
cial
l
yav
ail
abl
eandt
hatar
e

onl
yinr
arecasessel
f-
made,
andt
hati
scomposednonet
hel
esswi
thmanuf
act
uredpar
ts.

I
naddi
ti
ont
oLawetal
.’
scomment
sont
hesel
ect
eddef
ini
ti
on,dur
inghuman-
comput
er

i
nter
act
ion,aspeci
fi
eduseri
nter
act
swi
thot
herext
ernalsy
stems.Law etal
.ref
err
ed

par
ti
cul
arl
ytot
elephone net
wor
ks and i
Tunes as f
undament
alcomponent
s oft
he

i
nter
act
ion.Cer
tai
nly
,such sat
ell
i
te sy
stems,such as i
Tunes,ar
e pi
vot
alt
othe

i
nter
act
ionwi
thsay
,ani
Pod,
iPhone,
iPadamongot
her
s,whi
l
eamobi
l
ephonei
smost
ly

usel
esswi
thoutaser
vicepr
ovi
der
.Mor
eov
er,asposi
tedbyOl
ssonetal
.(2013)
,IT

ar
ti
fact
sthese day
s shoul
d be i
nvest
igat
ed al
ong wi
tht
he ecosy
stem t
hatar
e

sur
roundi
ngt
hem andshoul
dbeappr
oachedasal
l
-i
ncl
usi
veagenci
est
hatcompr
iseof

t
he dev
ice i
tsel
f,t
he di
ff
erentt
echnol
ogyenabl
ers and accessor
ies av
ail
abl
e,t
he

72
oper
ati
ng sy
stem and ot
herappl
i
cat
ions t
hatmay go wi
tht
he dev
ice orbei
ng

downl
oadabl
evi
a appl
i
cat
ion st
ores and mar
ketpl
aces.Wi
thi
nthi
s cont
ext
,the

def
ini
ti
on suggest
ed byHekker
t(2006)and Desmetand Hekker
t(2007)doesnot

essent
ial
l
yexcl
udesuchext
ensi
ons.Pr
eci
sel
y,t
heaut
hor
sdi
scussedhuman-
product

i
nter
act
ionempl
oyi
ngTVandonl
i
nebooki
ngsy
stemsasi
nst
ances,
etc.Obser
vabl
y,t
hey

bot
h depend on ext
ernalr
esour
ces (
forexampl
e,i
nter
netpr
ovi
der
s,br
oadcast
ing

net
wor
ks,el
ect
ri
cpowerpr
ovi
der
s).Consequent
ly,t
hei
rut
il
izat
ionoft
het
erm‘
product
’

i
snotr
est
ri
ctedt
otheobj
ect
,buti
tencompassest
heneededdependenci
es.

Abi
nit
io,r
esear
cher
sbeganandf
ocusedonr
esear
chi
nusabi
l
ityhowev
eri
nrecent

t
imest
heyhav
eext
endedt
hei
rst
udi
esandshi
ft
edt
hei
rat
tent
ionandconcent
rat
ionon

hehedoni
t cfacet
soft
echnol
ogyuse(
Hassenzahl&Tr
act
insky
,2006)
.Thet
erm UXi
s

empl
oyedi
nsev
eralcont
ext
swi
thanext
ensi
ver
angeofmeani
ngsbutwi
thnocommon

orhar
moni
zed def
ini
ti
on.Spl
i
tti
ng t
he t
erm userexper
i he exper
ence,t ience par
t

descr
ibesper
cei
vedon-
goi
ngev
ent
sandt
hewi
sdom gai
nedf
rom t
hei
nter
pret
ati
onsof

t
heseev
ent
s;whi
l
etheusergoali
ncor
por
atesbot
hpr
agmat
icusergoal
sandhedoni
c

usergoal
s.Ther
ewer
eanumberofst
udi
est
hathav
emadesi
gni
fi
cantcont
ri
but
iont
o

t
heconceptofexper
ience(
Alben,
1996;
Hassenzahl
&Tr
act
insky
,2006;
B.JosephPi
ne&

Gi
l
mor
e,1999;
For
li
zzi
&Bat
tar
bee,
2004;
Nor
man,
2005;
Shedr
off
,2001)
.Nor
man(
2005)

cont
endst
hat“
theemot
ionalsi
deofdesi
gnmaybemor
ecr
it
icalt
oapr
oduct
’ssuccess

t
hani
tspr
act
icalel
ement
s”.UXi
scompl
ex,andi
ncor
por
atespsy
chol
ogi
cal
,soci
aland

phy
siol
ogi
calconcept
s(Law,
vanSchai
k&Rot
o,2014)
.Hassenzahl(
2008)pr
ovi
desone

ofcommonexpl
anat
ionsofUX.Hedef
inesUXas“
amoment
ary
,pr
imar
il
yev
aluat
ive

f
eel
i
ng(
good-
bad)whi
l
eint
eract
ingwi
thapr
oductorser
vice”(
Hassenzahl
,2008)
.Law

73
etal
.(2009)al
soof
fer
edar
elat
eddef
ini
ti somet
onofUXas“ hingi
ndi
vi
dual(
inst
eadof

soci
al)t
hatemer
gesf
rom i
nter
act
ingwi
thapr
oduct
,sy
stem,ser
viceoranobj
ect
”.I
n

addi
ti
on,Heoetal
.(2009)not
edt
hatUXembr
acest
heuser
’st
hought
sandf
eel
i
ngs

aboutt
hei
rint
eract
ionwi
tht
hedev
ice.Essent
ial
l
yUXt
ransf
erst
heconcent
rat
ionf
rom

t
hepr
oductandmat
eri
als(
funct
ional
/i
nst
rument
alsi
de)t
ohumanf
eel
i
ngs(
subj
ect
ive

si
deofpr
oductuse)
.UXhasbeenseent
obeat
empor
alphenomenon,pr
esent
-or
ient
ed

(
whi
chcanal
sobeasummar
yret
rospect
ive)andcoul
dchangeov
ert
ime(
Hassenzahl
,

2008) hbef
.UXhappensbot ore,dur
ing,andaf
teri
nter
act
ionwi
thpr
oduct
sanddeal
s

wi
t he hedoni
ht cchar
act
eri
sti
cs ofuse.Hassenzahl(
2005)mai
ntai
nedt
hatpeopl
e

i
dent
if
yint
eract
ivepr
oduct
svi
atwodi ons:pr
mensi agmat
icqual
i
tyandhedoni
cqual
i
ty

(
Hassenzahl
,2005)
.Pr
agmat
icqual
i
tysi
gni
fi
est
hepr
oduct
’sabi
l
ityt
o suppor
tthe

achi
evementof“
do-
goal
s”(
taskor
ient
edgoal
s),andput
sat
tent
iononpr
oduct
sut
il
it
y

and usabi
l
itywi
thr
egar
dtot
he pot
ent
ialt
ask.Hedoni
c qual
i
tychar
act
eri
zes t
he

pr
oduct
’sabi
l
ityt
osuppor
ttheachi
evement
sof“
be-
goal
s”,andconcent
rat
esonwhya

per
sonownsandut
il
izesacer
tai
npr
oduct(
duet
oofi
tsnov
elt
y,per
sonalgr
owt
h,sel
f-

expr
essi
on,among ot
her
s).Fur
ther
mor
e,Hassenzahl(
2005) cont
ends t
hat t
he

f
ulf
il
lmentofbe-
goal
sist
hegi
nger
ingf
orcebehi
ndanexper
ience,anddo-
goal
senabl
e

t
hepot
ent
ialf
ulf
il
lmentofbe-
goal
s(Hassenzahl
,2005)
.UX can beunder
stood as

i
ndi
vi
dualper
cept
ionst
hatv
aryaccor
dingt
othecont
extofuse.BasedonI
SO9241-
210,

UXcanbedef
inedas“
allaspect
soft
heuser
’sexper
iencewheni
nter
act
ingwi
tht
he

pr
oduct
,ser
vice,env
ironmentorf
aci
l
ity(
…)Per
son’
s per
cept
ions and r
esponses

r
esul
ti
ngf
rom t
heuseand/
orant
ici
pat
eduseofapr
oduct
,sy
stem orser
vice(
..
.)User

exper
iencei
ncl
udesal
ltheuser
s'emot
ions,bel
i
efs,pr
efer
ences,per
cept
ions,phy
sical

74
andpsy
chol
ogi
calr
esponses,behav
ior
sandaccompl
i
shment
sthatoccurbef
ore,dur
ing

andaf
teruse.(
…)Userexper
iencei
saconsequenceofbr
andi
mage,pr
esent
ati
on,

f
unct
ional
i
ty,sy
stem per
for
mance,i
nter
act
ivebehav
iorandassi
sti
vecapabi
l
iti
esoft
he

i
nter
act
ivesy
stem,
theuser
’si
nter
nal
andphy
sical
stat
eresul
ti
ngf
rom pr
iorexper
iences,

at
ti
tudes,
ski
l
lsandper
sonal
i
ty,
andt
hecont
extofuse.
“(I
SO/
IEC25010,
2011)
.TheI
SO

def
ini
ti
on por
tends a l
otofgr
ounds f
orar
bit
rar
yint
erpr
etat
ions.Thi
s def
ini
ti
on i
s

ambi
guousandt
husneedt
ober
efi
ned(
Law&Abr
ahão,2014)
.Nev
ert
hel
ess,gener
all
y

t
hedef
ini
ti
onconf
ir
mst
hatusersubj
ect
ivef
eel
i
ngsar
eanessent
ialcomponentof

pr
oductev
aluat
ion.

Whi
l
eser
viceandbr
andexper
iencebot
hnestwi
thi
nUX,
theyar
ehowev
erdi
ff
erentf
rom

i
t.Al
so,ext
antandpr
ospect
iveuser
swi
l
lunav
oidabl
yfor
mthei
rval
uat
ionsofadev
ice

ont
hebasi
sofbr
andper
cept
ions,andexper
iencesonser
vicesr
ecei
ved,asal
lthe

di
ff
erentqual
i
tiesandconst
it
uent
sofapar
ti
cul
arI
T ar
ti
factwor
ktoget
hert
owar
d

const
ruct
ingacoher
entwhol
e,whi
chi
mpact
sont
heuseoft
hegi
vendev
ice,and

ul
ti
mat
elyhav
einf
luenceonUX(
Zamani
,2014)
.

I
ntoday
’subi
qui
tousandi
nter
act
ivedi
git
alt
echnol
ogywor
ld,
iti
sneedf
ult
ounder
stand

andmeasur
eamuchwi
derf
acetoft
heuser
s’i
nter
act
ionwi
thsy
stems.I
tismani
fest

f
rom t
her
evi
ewofl
i
ter
atur
ethatasaconcept
,UXi
sbecomi
nganessent
ialpar
toft
he

ev
aluat
ion ofi
nter
act
ivedi
git
alsy
stem.UX i
sor
ient
ed t ds pr
owar oduct
s,sy
stems,

ser
vices,andobj
ect
swhent
heuseri
nter
act
swi
tht
hem v
iaauseri
nter
face(
Lawetal
.
,

2009)
.Itdescr
ibest
heuser
’sf
eel
i
ngsandat
ti
tudesaboutt
heuseofapr
oduct(
Lawet

al
.
,2009;Ver
meer
enetal
.,2010)
.TheconceptofUX t
ranscendst
hei
nst
rument
al

qual
i
tiesandconcer
nshedoni
cfacet
sli
kebeaut
y,f
un,pl
easur
e,andper
sonalgr
owt
h,

75
whi
chsat
isf
yormeetbr
oad-
rangi
nghumanneeds.Whenuser
sassessapr
oduct
,they

ar
ejudgi
ngt
heov
eral
lqual
i
tyofapr
oductont
hebasi
soft
hei
rmemor
y,andmoment
ary

exper
iencei
nci
dences(
Hassenzahl
&Ul
l
rich,
2007)
.

Pr
evi
ousst
udi
esconcurt
hatUX i
sdy
nami
c,subj
ect
ive,andcont
extdependent(
or

si
tuat
ed)(
Hassenzahl
,2010;
Lawetal
.,
2009;
McCar
thy&Wr
ight
,2004;
Rot
oetal
.
,2011)
.

Ther
efor
e,si
tuat
ednessandt
imear
einaddi
ti
oni
ncor
por
atedassub-
dimensi
onsofuser

exper
ience.Rot
oetal
.(2011)i
dent
if
iedt
hreef
act
orst
hati
nfl
uenceUX:t
heuser
,the

sy
stem,
andt
hecont
ext(
Rot
oetal
.,
2011)
.

Lat
ely
,theUXconcepthasgonet
hroughcompr
ehensi
vespeci
fi
cat
ionanddi
scussi
on

f
rom sev
eralper
spect
ives i
nthe mul
ti
disci
pli
nar
yHCIcommuni
ty.Thi
s concepti
s

nonet
hel
essst
il
lcr
eat
ingi
ntense,r
ichandpr
act
icaldi
scussi
onsamongacademi
csand

pr
ofessi
onal
s.Thi
siswi
thr
espectt
othenat
ureandf
rami
ngofUX,al
ongwi
tht
he

concer
nsofi
tsdesi
gnandev
aluat
ionst
rat
egi
es,anaspectt
hatboi
l
sdownt
othe

mul
ti
dimensi
onalandal
l
-incl
usi
venat
ureofUX.UXr
efer
stoi
nter
act
ionswi
thsev
eral

t
empor
all
engt
hs,i
ntensi
ti
es,l
evel
s ofi
ntent
ion,sensor
ymodal
i
ties,and ki
nds of

exper
ient
ialr
esul
ts.I
tal
so r
efer
stot
he pr
ocess t
oget
herwi
tht
he out
comes of

i
nter
act
ing.I
naddi
ti
on,i
tisnotj
ustt
hepr
ocessofdef
ini
ngUXt
hati
scompl
exbutal
so

t
hedev
elopmentofmet
hodsandpr
ocessest
hatsuppor
tthedesi
gni
ngofasat
isf
ying

UX(
Rot
oetal
.,
2011)
.

UXencompassest
hechar
act
eri
sti
cs,aspect
sandpr
ocessesl
i
nkedt
otheconceptof

‘
exper
ience’
;nev
ert
hel
essi
tnar
rowsdownt
othescopeofi
nter
act
ionwi
tht
echnol
ogy
.

Br
ief
lyspeaki
ng,
thef
oll
owi
ngencapsul
atest
heconcept
ualdef
ini
ti
onsofUX:UXr
elat
es

76
t
otheenduser
s’subj
ect
iveexper
ience(
e.g.emot
ional
,phy
sicalorbehav
ior
alr
eact
ions)

t
hati
smadet
hroughi
nter
act
ionwi
thani
nter
act
ivet
echnol
ogi
calar
ti
fact
.Wi
thr
egar
dto

t
heov
eral
lbackgr
oundandhi
stor
yofUX,t
hecomponent
sandr
egul
ari
ti
esofhuman

exper
iencehav
epr
ogr
essi
vel
ycapt
uredi
nter
esti
nther
esear
chanddesi
gnofi
nter
act
ive

di
git
alsy
stemsov
ert
hel
astf
ewdecades.Exper
ienceasaqual
i
tyat
tr
ibut
eisseenasa

cr
it
icalasseti
ngl
obalbusi
ness.Tosuccessi
nthecont
empor
aryandf
utur
ewor
ld,

compani
esmustor
gani
zememor
abl
eev
ent
sforcust
omer
sandconsumer
soft
hei
r

pr
oduct
s,andt
hememor
yit
sel
fthenbecomest
hepr
oduct-t
heexper
ience(
Pine&

Gi
l
mor
e 1999)
.Oppel
aaretal
.(2008)posi
tst
hatgood usabi
l
ityhas become an

axi
omat
icf
eat
ureandi
snotsuf
fi
cientwhendesi
gni
ngsuccessf
ulpr
oduct
s.Li
kewi
se,

Ri
fki
n(2000)st
ressest
hatpeopl
edonotv
aluecommodi
ti
esast
hingsi
nthemsel
vesbut

f
ort
hequal
i
tyoft
heexper
iencet
hosecommodi
ti
esof
fer
.

Subsequent
ly,t
hedesi
gnchal
l
engeshav
eti
l
tedf
rom of
fer
ingr
eli
abl
e,ef
fi
cientand

usabl
efunct
ional
i
tieswi
thacompet
it
ivepr
icet
oof
fer
ingt
heuser
swi
thpl
easur
abl
e

exper
iencest
hatexceedt
hei
rexpect
ati
onsandsuppor
tthef
ulf
il
lmentofbasi
chuman

needs,suchasi
dent
if
yingwi
thorsoci
ali
zi
ngv
iaapr
oduct
.Thegl
obalcompet
it
ion(
the

economi
cal
per
spect
ive)t
oget
herwi
thpeopl
e’
sint
ri
nsi
cneedst
oenj
oy,
evol
veandt
hri
ve

(
thehumani
sti
cper
spect
ive)hav
ebr
oughtaboutt
heneedsf
or,asHassenzahl(
2003)

st
ates,“
mor
ehol
i
sti
cper
spect
ivesandanenr
ichmentoft
radi
ti
onalqual
i
tymodel
swi
th

non-
uti
l
itar
ianconcept
s,suchasf
un,j
oy,pl
easur
e,hedoni
cval
ueorl
udi
cval
ue.
”These

gr
oundshav
epav
edt
hewayf
ort
hei
ntr
oduct
ionofUXasanewconceptt
osi
gni
fyt
he

exper
ient
ialf
acet
sin use of t
echnol
ogi
calpr
oduct
s or ser
vices.Gener
all
y,t
he

pr
ogr
essi
onf
rom r
esear
chi
nhumanf
act
ors,Kanseiengi
neer
ing(
Nagamachi1989)
,

77
usabi
l
ity
,usersat
isf
act
ionandot
hersui
tabl
yol
derconcept
stoUXi
saf
asci
nat
ingand

wi
ndi
ngpat
h.I
ntui
ti
veanal
ysesoft
hisdev
elopmentcanbegot
tenf
rom,f
orexampl
e,

Mahl
ke(
2008,
23)andBat
tar
bee(
2004)
.

TheconceptofUXhasbeenr
eadi
l
yadopt
edbyt
hemul
ti
disci
pli
nar
yHCIcommuni
ty.I
tis

al
sobeenkeenl
yst
udi
edasaphenomenon,
wit
hnewpr
act
icesandmet
hodsest
abl
i
shed

ar
oundi
t.I
thasbecomeanewconcept
ual
tool
wit
hwhi
cht
opr
ogr
esst
hest
anceofuser

-
cent
ereddesi
gn.New concept
sar
econt
inual
l
ymadeandol
derappl
i
cabl
eonesar
e

combi
ned and cont
ext
ual
i
zed undert
hecanopyofUX.I
nst
ancesoft
hesei
ncl
ude:

pl
easur
e(Jor
dan 2002)
,aest
het
ics (
Wri
ghtetal
.2008)
,emot
ions and hedoni
sm

(
Desmet2002;Hassenzahl2003)
.Connect
edt
oit
stheor
eti
calbackgr
ounds,UXcanbe

consi
der
ed v
iat
he l
enses ofa numberofdi
sci
pli
nes (
For
li
zzi& Bat
tar
bee 2004)
,

par
ti
cul
arl
ythese t
hat f
olows:1) Phi
l l
osophy and r
eli
gion: t
hisr
elat
es t
othe

under
standi
ngoft
hequal
i
tat
iveanddef
ini
tef
acet
soft
heconceptofexper
ienceand

exper
ienci
ngasanact
ivi
ty( ;2)Psy
Dewey1925) chol
ogy
:Thi
sdeal
swi
themot
ions,

cogni
ti
vepr
ocessesandf
ormsofexper
iencet
hatar
eresul
tantef
fect
sofi
nter
act
ion;3)

Soci
ology
:Thi
sref
erst
othei
nvest
igat
ionofwhatext
ernalel
ement
sinf
luencehow an

exper
iencedev
elopsori
smade,f
ori
nst
ance,cul
tur
eandt
hesoci
alenv
ironment
;4)

Mar
ket
ing:Thi
sisr
egul
arl
yint
erest
edi
nrepur
chase,usecont
inuanceandt
hewaya

pr
oductcandev
elopposi
ti
veaf
fectandcommi
tmenti
naconsumerandcust
omer
,

(
O’Br
i ;and5)Engi
en&Toms,2008) neer
ing:Thi
sisnor
mal
l
yconcent
rat
edonf
indi
ng,

i
dent
if
yinganddev
elopi
ngpr
oductchar
act
eri
sti
csandt
echni
calsol
uti
onst
hatpr
omot
e

aposi
ti
veexper
ience(
fori
nst
ance,
apr
oduct
-cent
eredv
iew)(
Olsson,
2012).

Addedt
othesegener
alv
iewpoi
nts,
HassenzahlandTr
act
insky(
2006)f
oundt
hreemaj
or

78
aspect
sort
hreadsofr
esear
cht
hatdescr
ibeUX.Thef
ir
stf
acetaddr
esseshumanneeds

t
hat t
r he i
anscend t nst
rument
al so as t
o pr
oduce a mor
e compl
ete,hol
i
sti
c

under
standi
ngofHCI
.Thi
sfacetst
ressest
hatnon-
inst
rument
alneedssuchassur
pri
se,

i
nti
macy
,beaut
y,andper
sonalgr
owt
hshoul
dber
esear
chconcer
nsal
ongwi
tht
he

t
radi
ti
onali
nst
rument
alneedssuchasusabi
l
ity
,usef
ulness,l
ear
nabi
l
ity
,andef
fi
ciency
.

The second f
aceti
sint
erest n emot
ed i ion and af
fect
,compr
ehendi
ng t
hem as

phenomena,andt
hewaypr
oduct
scangener
ateposi
ti
veemot
ionssuchasf
ri
endshi
p,

j
oy,andpr
ide–noti
njustav
oidi
ngnegat
iveemot
ionssuchassadness,f
rust
rat
ionor

l
onel
i
ness.The t
hir
dfacet
– t
he exper
ient
ialv
iewpoi
nt about UX st
resses t
he

si
tuat
ednessandt
empor
ali
tyofUX.

I
nthi
sfacet
,exper
iencei
sauni
quemi
xoff
eat
uresf
rom t
hepr
oduct
,thei
nter
nal

condi
ti
onsorst
atesoft
heuser
,andt
hepur
poseandsi
tuat
ioni
nwhi
cht
hepr
oducti
s

ut
il
ized(
Olsson,
2012)
.

Exper
iencei
snotj
ustamer
eapr
oper
tyorr
esul
tofmer
etechnol
ogi
calsy
stems;
iti
sset

upi
nthegi
venuser
’si
nter
act
ionwi
tht
hesy
stem ori
tsspeci
fi
cfeat
ures,i
nadef
ini
te

si
tuat
ionwi
thdef
ini
tepr
emi
ses.Thi
smul
ti
-f
acet
ednat
urei
spi
vot
ali
ntheHassenzahl

andTr
act
insky
’s(
2006)def
ini
ti
on:
“UXi
saconsequenceofauser
’si
nter
nal
stat
e[.
..
],
the

char
act
eri
sti
csoft
hedesi
gnedsy
stem [
..
.]andt
hecont
ext(
ort
heenv
ironment
)wi
thi
n

whi
cht
hei
nter
act
ionoccur
s”.Hence,i
tisv
eryl
i
kel
ytof
indf
eat
uresandqual
i
tiesi
nthe

pr
oduct
,user
,user
’sact
ivi
ty,
andenv
ironmentt
hati
mpact
,faci
l
itat
e,r
uleout
,oradj
ustan

exper
ienceormakei
tpossi
blet
ooccur(
Arhi
ppai
nen& Täht
i,2003;Cl
arkson2008;

For
li
zzi&For
d,2000;
Har
tmannetal
.,
2008;
Hassenzahl
,2008;
Hassenzahl&Tr
act
insky
,

2006;
Hekker
t&Leder
,2008;
Mäkel
ä&Ful
tonSur
i,2001;
Rot
o,2006)
.

79
Ast
heI
SO9241-
210:
2010St
andar
dst
ates,
UXi
s:“
aper
son’
sper
cept
ionsandr
esponses

t
hatr
esul
tfr
om t
heuseorant
ici
pat
eduseofapr
oduct
,sy
stem orser
vice.
”Thi
s

def
ini
ti
onshowsahol
i
sti
cvi
ewpoi
ntofUX.Mor
eso,
ithi
ghl
i
ght
sont
het
empor
alaspect

appr
opr
iat
etot
heexpect
ati
onspr
ecedi
ngusageandt
hoser
esul
ti
ngf
rom exper
ience

t
hati
shi
ngedont
heusage.Thedef
ini
ti
oncompr
isesoft
hef
oll
owi
ngnot
es:i
)the

exper
ient
ialf s: “
acet User exper
ience i
ncl
udes al
lthe user
s’emot
ions,bel
i
efs,

pr
efer
ences,phy
sicalandpsy
chol
ogi
calr
esponses,behav
ior
sandaccompl
i
shment
s

t
hatoccurbef
ore,dur
ingandaf
teruse”
.Itst
ressesont
het
empor
alf
acet
sandmul
ti
ple

aspect
sofUX.Fur
ther
mor
e,i
tconsi
der
saccompl
i
shment
sasapar
tofUX;i
i
)the

i
mpact
ingf
act
ors:“
Userexper
iencei
saconsequenceofbr
andi
mage,pr
esent
ati
on,

f
unct
ional
i
ty,sy
stem per
for
mance,i
nter
act
ivebehav
iorandassi
sti
vecapabi
l
iti
esoft
he

i
nter
act
ivesy
stem,
theuser
’si
nter
nalandphy
sicalst
ater
esul
ti
ngf
rom pr
iorexper
iences,

at
ti
tudes,ski
l
lsandper
sonal
i
ty,andt
hecont
extofuse.
”Itmi
rr
orsont
hei
nter
act
ive

sy
stems f
eat
ures,t
he user
’s char
act
eri
sti
cs,and t
he cont
extofuse as t
he key

cont
ri
but
orst
otheef
fect
sonUX.HassenzahlandTr
act
insky
’s(
2006)modelment
ioned

t
hesef
act
ors;i
i
i)t
her
oleofusabi
l
ityi
nrel
ati oUX:“
ont Usabi
l
ity
,wheni
nter
pret
edf
rom

t
heper
spect
iveoft
heuser
s’per
sonalgoal
s,cani
ncl
udet
heki
ndofper
cept
ualand

emot
ionalaspect
sty
pical
l
yassoci
atedwi
thuserexper
ience.Usabi
l
itycr
it
eri
acanbe

usedt
oassessaspect
sofuserexper
ience.
”Nev
ert
hel
ess,
thi
sdoesnotf
urt
herexami
ne

howusabi
l
ityandUXar
erel
ated.Besi
des,i
tisuncl
earaboutwhati
scer
tai
nlymeantby

goal
sandwhet
hert
heysi
mpl
ypoi
ntt
oinst
rument
algoal
sint
hissi
tuat
ion.Someoft
he

qual
i
ty-
basedUXf
ramewor
kscompr
iseofusabi
l
ity
-rel
evantsy
stem char
act
eri
sti
csi
n

t
hef
ramewor
ks(
Hassenzahl
,2003,2004;Mahl
ke,2008;Mahl
keetal
.2007;Thür
ing&

80
Mahl
ke,
2007)
.

I
nsummar
y,t
hisI
SO9241-
210def
ini
ti
onf
orUXconcent
rat
esoni
)theexper
ient
ialpar
ts

(
alluser
s’per
cept
ionsandr
eact
ionst
hatar
econsequencesf
rom t
heuseorant
ici
pat
ed

useofapr
oduct
,sy
stem orser
vice)
;ii
)thet
empor
alf
acetofexper
ience(
thet
empor
al

aspectoft
heUX,bef
ore,dur
ingandaf
tert
heusageofsy
stem orpr
oduct
);i
i
i)t
he

i
mpact
ingf
act
ors(
allf
act
orsi
nfl
uenci
ngUXcompr
isi
ngoft
heuser
’schar
act
eri
sti
cs,
the

i
nter
act
ive sy
stem’
sfeat
ures,and usage cont
ext
);and i
v) usabi
l
ity as sy
stem

char
act
eri
sti
cwhi
chmayi
nfl
uenceUX.(
Väät
äjä,
2014;
Rezaei
,2015)

Ov
ert
hel
astdecades,cr
eat
ingpl
easur
abl
eUXhasbecomeapr
ogr
essi
vel
ysi
gni
fi
cant

qual
i
tyat
tr
ibut
eandabusi
ness-
cri
ti
calasseti
ndesi
gnoft
echnol
ogypr
oduct
sand

ser
vices(
Hassenzahl
,2003)
.UXi
svi
ewedasanal
l
-i
ncl
usi
veconceptt
hatdescr
ibest
he

subj
ect
iveexper
iencet
hatr
esul
tsf
rom t
hei
nter
act
ionwi
tht
echnol
ogy(
ISO9241-
210,

2010)
.UX i
slar
gel
yconcur
redt
obehi
ngeont
heper
son(
theuser
)andcont
ext
ual

f
act
ors,andt
hati
tist
obet
empor
ari
l
yev
olv
ing(
Law etal
.
,2009)
.Ther
ehasbeenan

i
ncr
easi
ng i
nter
esti
n under
standi
ng par
ti
cul
arl
y on t
he ont
ology and qual
i
ties of

exper
ience i
n use oft
echnol
ogy
.Fori
nst
ance,t
he component
s ofi
nst
rument
al,

emot
ional
,sensor
y,soci
alandaest
het
icexper
iencesar
efr
equent
lyi
dent
if
ied(
Bucci
ni&

Padov
ani
,2007,
Desmet&Hekker
t,2007)
.

Becauseofpeopl
e’
smount
ingexpect
ati
onsaboutnew t
echnol
ogyandt
hecont
inui
ng

soci
etaldev
elopment
,thati
s,t
het
il
ttowar
ds‘
exper
ienceeconomy
’(Pi
ne&Gi
l
mor
e,

1998)
,ithasbecomepr
ogr
essi
vel
yessent
ialt
ounder
standal
sot
heexpect
ati
onst
hat

peopl
ehav
eoft
echnol
ogyandt
heser
vicescr
eat
edar
oundt
hem.User
s’expect
ati
ons

81
(
al oasant
soknownt ici
pat
edUX)andUXar
ehi
ghl
yint
err
elat
edconcept
s,asbot
haf
fect

eachot
her(
Wri
ghtetal
.,2008)
.User
’sexpect
ati
onshav
ebeencont
endedt
oref
lect

ant
ici
pat
edbehav
ior
,di
rectat
tent
ionandi
nter
pret
ati
on(
Hil
tunenetal
.
,2002)andt
hati
t

i
nfl
uencest
heuser
’sper
cept
ionsoft
hepr
oduct(
Arhi
ppai
nen,2009)
,hencehav
ingan

i
mpactont
hef
ormat
ionoft
heact
ualuserexper
ienceoft
hepr
oduct(
forexampl
e,

exper
ienceoft
hepr
oduct
’sef
fi
cacy
).Fur
ther
mor
e,ast
hest
andar
dizeduser
-cent
ered

desi
gn(
UCD)appr
oachr
ecommends,pr
oduct
sandser
vicesshoul
dbebui
l
tont
rueor

l
atentneeds,concer
nsandexpect
ati
onsoft
hepot
ent
ialendusergr
oup(
ISO,1999)
.A

st
udy ofpeopl
e’
s expect
ati
ons oft
echnol
ogy as an expr
essi
on orev
en as t
he

pr
ognost
icat
ionoft
heact
ualUXi
saf
rui
tf
ulandhowev
erascant
lyexpl
oredar
eaof

r
esear
chi
nHCI
.(Ol
sson,
2012)

Ont
hebasi
sofTr
act
inskyandZmi
ri
’s(
2006)wor
k,user
s’ov
eral
lev
aluat
ionofapr
oduct

i
snotsi
mpl
ysum oft
hei
rexper
iences.I
tishi
nged on t
hememor
iesofpr
evi
ous

exper
iencesal
thoughuser
sar
enotcompet
entt
orecal
lorr
ememberal
lthedet
ail
sof

t
hei
rexper
iences(
Nor
man,2009)
.Addedt
odet
ail
slost
,memor
yappl
i
essy
stemat
ic

bi
ases i
nto ev
aluat
ions (
Hsee & Hast
ie,2006)
.Fr
edr
ickson’
s(2000)psy
chol
ogi
cal

r
evi
ewsshowedt
hatpeakandf
inali
ntensi
tyofexper
iencepl
aysar
oleofpar
amount

i
mpor
tancei
npeopl
es’i
nter
pret
ati
onofov
eral
lassessment
s.Fur
ther
mor
e,t
her
eisa

chr
onol
ogi
calor
deroft
hecomponentev
ent
sandt
rendoft
hei
nfl
uenceofexper
ienceon

t
heov
eral
lev
aluat
ions(
Fredr
ickson,2000)
.Mor
epr
eci
sel
y,i
ndi
vi
dual
ssuppor
thappy

endi
ngsand exper
iencest
hatenhancei
nst
ead oft
hosewhi
chdet
eri
orat
e(Ross&

Si
monson,1991)
.Inaddi
ti
on,Nor
man(
2009)andKar
apanosetal
.(2010)expl
aint
hat

t
hesememor
iesofexper
ienceswi
l
lbenar
atedt
oot
her
sanddi
rectt
hef
utur
ebehav
iorof

82
t
hei
ndi
vi
dual
.Ther
efor
e,t
her
econst
ruct
edmemor
iesar
ever
ysui
tabl
eal
thought
her
eis

af
easi
blebi
ast
oremembert
hem (
Rezaei
,2015)
.

Tr
act
inskyandZmi
ri(
2006)st
udi
edl
ong-
ter
m UXasuser
s’ov
eral
lassessmentofa

pr
oducti
snotasi
mpl
esum oft
hei
ndi
vi
dualexper
iences.I
tishowev
ert
ypi
cal
l
yhi
nged

ont
hememor
iesofpastexper
iencesal
thoughuser
sar
enotcompet
entt
orecal
lor

r
ememberal
lthedet
ail
soft
hei
rexper
iences(
Nor
man,2009)
.Hassenzahl(
2003)spl
i
t

hedoni
cfacet
s ofa pr
oducti
ntot
hree cl
assi
fi
cat
ions,namel
y:i
)st
imul
ati
on,i
i
)

i
dent
if
icat
ionandi
i
i)ev
ocat
ion.Accor
dingt
oHassenzahl(
2003)
,hedoni
cident
if
icat
ion

i
swhol
l
ysoci
al,andshowst
her
elat
ednessandcommuni
cat
ionofi
dent
it
ytor
elev
ant

ot
her
svi
athepr
oduct
.Mor
eov
er,
user
sofapr
oductcr
aveordesi
ret
obeseeni
ncer
tai
n

way
s by ot
herpeopl
e.Emot
ions ar
eaf
undament
alcomponentofUX,and t
hei
r

ev
aluat
ionhasbecomei
mpor
tanti
ntheempi
ri
calst
udi
esi
ntheUXdomai
n(Agar
wal&

Mey
er,2009)
.Hassenzahletal
.(2010)i
nast
udydi
scov
eredaseemi
ngassoci
ati
on

bet
weenpsy
chol
ogi
calneedf
ulf
il
lmentandposi
ti
veaf
fect
.Theyal
sodemonst
rat
edt
hat

r
elat
edness,st
imul
ati
on and compet
ence wer
ethe mostout
standi
ng psy
chol
ogi
cal

needsi
nposi
ti
veUXswi
thdi
git
alt
echnol
ogy
.Nev
ert
hel
ess,aut
onomyandsel
f-
est
eem

wer
enoti
ncl
udedi
nthei
ranal
ysi
s.Theyal
soev
idencedt
hatneedf
ulf
il
lmentandposi
ti
ve

emot
ionswer
eimpor
tantel
ement
sfort
heper
cei
vedhedoni
cat
tr
ibut
eofpr
oduct
s.

As suggest
ed by Hassenzahland Tr
act
insky (
2006)
,psy
chol
ogi
calneeds ar
e an

i
mpor
tantpar
tofUX.Consequent
ly,compr
ehendi
ngt
hel
evelofsat
isf
act
ionofuser
s’

psy
chol
ogi
calneedsmet
hodi
cal
l
ywi
thr
efer
encet
oUXcanof
ferdesi
gner
swi
thv
alued

f
eedbackwhi
chi
sdi
ff
icul
ttoobt
ainusi
ngot
herappr
oaches.Addi
ti
onal
l
y,under
standi
ng

needsandt
hel
evel
oft
hei
rsat
isf
act
ionaccountf
ort
hegener
alunder
standi
ngofUXt
hat

83
t
ranscendst
het
radi
ti
onal
measur
esofusabi
l
ity(
Par
tal
a&Kal
l
inen,
2012)
.Consequent
ly,

Rezaei
’
s(2015)st
udymeasur
edt
hef
ulf
il
lment
soff
ourpsy
chol
ogi
calneeds(
namel
y,

Rel
atedness,Compet
ence,Aut
onomy and St
imul
ati
on)
.Int
he st
udy quest
ionnai
re,

Rezaei(
2015)di
dnotdi
scl
oset
henameofpsy
chol
ogi
calneedsandr
espondent
swer
e

onl
ygi
vent
hef
oll
owi
ngf
oursent
ences:
“i)If
eel
connect
edwi
thot
herpeopl
ewhenusi
ng

t
hisser
vice;i
i
)If
eelcapabl
eandef
fect
ivei
nmyact
ionswi
thi
ntheser
vicer
athert
han

f
eel
i
ngi
ncompet
entori
nef
fect
ive;i
i
i)If
eelIam t
hecauseofmyownact
ionswi
thi
nthe

ser
vicer
athert
hanf
eel
i
ngt
hatext
ernalf
orcesorpr
essur
esar
ethecauseofmyact
ions;

i
v)If
eelt
hatIgetpl
ent
yofenj
oymentandpl
easur
erat
hert
hanf
eel
i
ngbor
edandunder

st
imul
atedwhenusi
ngt
hisser
vice”(
Rezaei
,2015)
.

I
naddi
ti
on,asshownbyHassenzahlandTr
act
insky(
2006)
,theconceptofUXat
tempt
s

t
otr
anscendt
het
ask-
ori
ent
edf
acet
soft
radi
ti
onalHCIbyr
eveal
i
ngdi
mensi
onsl
i
ke

beaut
y,f
un,pl
easur
e,andper
sonalgr
owt
hthatf
ulf
il
lthecommonhumanneedsy
et

hav
ingsmal
linst
rument
alv
alue.Fur
ther
mor
e,Mahl
keandThür
ing(
2007)expl
ainedt
he

empi
ri
calev
idenceonhow t
het
woqual
i
tyaspect
s(pr
agmat
icv
ersushedoni
c)i
mpact

emot
ionalr
esponsesandt
heassessmentofi
nter
act
ivesy
stems.Usi
ngt
heAt
tr
akDi
ff
2

i
nst
rument
,at
tract
ioni
susedt
oassesst
heov
eral
lappear
ance/
appealofapr
oductas

per
cei
vedbyt
heuserandt
oseehow t
heot
herqual
i
tyat
tr
ibut
esaf
fectt
hisov
eral
l

j
udgment(
Hassenzahl
,2003)
.Consequentupon t
heAt
tr
akDi
ff
2 quest
ions,t
her
eis

exi
sti
ngar
easf
orf
urt
heri
mpr
ovementr
emar
kabl
yinf
iel
dofhedoni
cqual
i
ties.

Cer
tai
nly
,user
sar
ecapt
ivat
edbyi
nter
act
ingwi
tht
hei
nter
act
ivesy
stem andal
soeager
ly

st
ayi
nlong-
ter
mint
eract
ionwi
tht
hesy
stem (
Var
ti
ainen& Väänänen-
Vai
nio-
Mat
ti
la,

2010)
.Hassenzahl(
2010)ascer
tai
ned t
hatt
he el
ement
aryhuman needs such as

84
aut
onomy
,rel
atedness,st
imul
ati
on,compet
enceandsecur
it
yar
efoundat
ionalf
ort
he

desi
gn of posi
ti
ve UX.Hassenzahl(
2004) pi
npoi
ntsf
our f
eat
ures f
rom whi
ch

exper
iences can emanat
eint
he use oft
echnol
ogy
:i)i
nfor
mat
ion cont
entt
hati
s

accessed,cr
eat
ed and mani
pul
ated,al
ong wi
thi
ts char
act
eri
sti
cs,l
i
ke or
igi
n and

per
cei
ved qual
i
ty and r
elev 2) f
ance;( unct
ional
i
ties t
hat t
he pr
oduct of
fer
s;(
3)

pr
esent
ati
onandi
nter
facet
othecont
entandt
echnol
ogy 4)i
;and( nter
act
iont
hrough

whi
cht
hepr
oducti
scont
rol
l
edandr
espondedt
o.Dubi
n(1978)
.

2.
7UXEv
aluat
ion

Justasi
tisf
ordesi
gni
ngf
orUX,
hol
i
sti
cassessmentofUXi
schal
l
engi
ngasar
esul
tof

i
tsdy
nami
c,subj
ect
ive,anddi
ff
icul
t-
to-
quant
if
ynat
ure.Consequent
ly,Ver
meer
enetal
.

(
2010)posi
tthatt
her
ear
enogener
all
yaccept
edst
andar
dappr
oachesf
ort
heev
aluat
ion

ofUX.Theycol
l
ect
ed96met
hodst
hatdi
ff
erwi
thr
egar
dtowhati
sthesour
ceoft
he

r
esear
ch dat
a,whatki
nd ofdat
athey al
l
ow t
o be col
l
ect
ed,i
n whi
ch phase of

dev
elopmentt
hey can be used,and whatdi
mensi
ons oft
he whol
e UX can be

encompassed.Thi
svar
iantout
comesf
rom UXr
esear
cher
shav
ingadopt
edappr
oaches

f
rom,f
orexampl
e,mar
ket
ingr
esear
ch,psy
chol
ogy
,andi
nter
act
ionr
esear
ch,andf
rom

eachassessmentcasehav
ingspeci
fi
cmet
hods,cont
ext
sofuse,t
argetuser
s,and

i
nter
estar
eas i
nthe UX f
iel
d(emot
ions,aest
het
ics,f
un,f
low,among ot
her
s).

Fur
ther
mor
e,UX i
ssubj
ect
ive,t
hati
s,t
hepr
inci
plest
heuserappl
i
esasast
andar
d

compar
ison hi
nge on per
sonalper
cept
ion and pr
evi
ous exper
iences.Ther
efor
e,i
t

appear
sthatnosi
ngl
eappr
oachcanbeempl
oyedf
oral
lcasesorf
orat
rul
yhol
i
sti
c

assessment(
Olsson,
2012)
.

85
Ani
nst
anceofasomewhatr
enowncur
rentassessmentappr
oachi
sAt
tr
akDi
ff(
cit
ati
on)
,

ani
nst
rumentf
orassessi
ngt
hepr
agmat
icandhedoni
cqual
i
tyofi
nter
act
ivepr
oduct
s,

compr
isi
ng of semant
ic di
ff
erent
ial
s scal
es wi
th 28 assessment i
tems on t
he

const
it
uent
sofpr
agmat
icqual
i
ty,
hedoni
cqual
i
ty-
sti
mul
ati
on,
hedoni
c-i
dent
if
icat
ion,
and

at
tract
iveness(
fori
nst
ance,
conf
usi
ng–cl
ear
lyst
ruct
ured,
inv
ent
ive–conv
ent
ional
,et
c).

Anot
herr
elat
ed exampl
e,whi
ch al
so has been v
ali
dat
ed t
o some degr
ee,i
sthe

Laugwi
tz’
s etal
.(2008)UserExper
ience quest
ionnai
re.These appr
oaches,among

ot
her
s,ar
esomewhatgener
ici
nthesenset
hatt
heyar
eint
endedf
orassessi
nganyki
nd

ofpr
oduct
s,andar
econcent
rat
edonhi
ghl
i
ght
ingpr
oductqual
i
tiesf
rom asomewhat

hi
ghl
evelofabst
ract
ion.Besi
des,ot
herappr
oachescompr
ise,f
orexampl
e,at
tr
ibut
e

col
l
ect
ion t
o compar
e pr
oduct al
ter
nat
ives, psy
chomet
ri
c measur
es l
i
ke

el
ect
roencephal
ogr
aphyandf
aci
alexpr
essi
onsal
ongwi
thsubj
ect
ivescal
es,
li
kePANAS

(
cit
ati
on)
,to measur
e di
ff
erent l
evel
s of emot
ionalcondi
ti
ons,i
nter
views and

obser
vat
ions,exper
iencesampl
i
ngt
oel
i
citsubj
ect
iveexpl
anat
ionsoft
heexper
ience,

andUXexper
trev
iewst
oev
aluat
ethepr
oductwi
thr
efer
encet
oUX(
Väänänen-
Vai
nio-

Mat
ti
laetal
.,
2008)
.Thecol
l
ect
ionofmet
hodsi
sindeedext
ensi
ve,
andr
equi
rest
heuser

oft
he met
hods t
o be f
ami
l
iarwi
tht
hem so as t
o achi
eve meani
ngf
uland v
ali
d

assessmentout
comes(
Olsson,
2012)
.

A pi
vot
alel
ementbehi
nd t
he assessmentappr
oaches and par
ti
cul
arl
yquant
it
ati
ve

measur emodel
esar sthatdef
inepar
ti
cul
arf
acet
sofUXand/
ort
hei
rint
eract
ions.As

LawandSchai
k(2010)posi
t,measur
ementmodel
sfaci
l
itat
eUXt
oreachadef
ini
tel
evel

ofv
ali
dit
y,andal
l
ow t
hei
dent
if
yingandoper
ati
onal
i
zat
ionofmeani
ngf
ulmeasur
es:

“
sound t
heor
eti
cal f
ramewor
k t
hat def
ines t
he nat
ure and pr
oper
ti
es of a

86
(
mul
ti
dimensi
onal
) UX const
ruct can i
nfor
m i
ts oper
ati
onal
i
zat
ion and mani
fest

measur
es”
.The assessmentofUX gener
all
y al
l
ows benchmar
king sol
uti
ons,and

choosi
ngandi
ter
ati
ngt
hemostsui
tabl
edesi
gnsol
uti
ons(
Law&Schai
k2010)
.So,t
obe

abl
eassessr
equi
rest
hef
oll
owi
ng:i
)fi
rsti
dent
if
yingmeani
ngf
ulconcept
s;i
i
)then

const
ruct
ingofconst
ruct
sandgoal
stomeasur
e,and;
ii
i)onl
yaf
tert
hatoper
ati
onal
i
zing

t
hemeasur
eswi
thwhi
cht
oact
ual
l
yconductt
heassessment
.Asaconsequenceoft
he

compl
exi
ty ofUX,concept
uali
l
lumi
nat
ion and cl
ari
fi
cat
ion i
stopmostbef
oret
he

const
ruct
ionofanymeasur
es(
Olsson,
2012)
.

Law andSchai
k(2010)
,wi
thr
espectt
omodel
i
ng,emphasi
zedcer
tai
nor
ient
ati
onst
hat

canandshoul
dbel
ookedi
ntoandt
akencar
eofwhenbui
l
dingst
ruct
uralmodel
sofUX.

Fi
rst
ly,t
he t
ime scal
e ofhuman act
ion can v
arysubst
ant
ial
l
y,and t
his can hav
e

consi
der
abl
eimpact
sont
hecont
entoft
hemodel
s.Secondl
y,t
hescopecanv
aryf
rom

t
heexper
ienceoft
hei
nter
act
ioni
ndet
ail(
forexampl
e,f
lowsofact
ionandsensor
y

r
eact
ions)t
o wi
derf
acet
s ofsoci
alcogni
ti
on,l
i
ke t
echnol
ogyaccept
ance.Thi
rdl
y,

or
ient
ati
onwi
thr
efer
encet
oti
meal
sov
ari
es:UXcanbemodel
edasast
ate,atagi
ven

poi
ntori
nter
vali
nti
me,orasa pr
ocess,encompassi
ng t
he dev
elopmentoft
his

exper
ienceov
ert
ime(
stat
icmodel
svs.dy
nami
cmodel
s).Four
thl
y,wi
thr
egar
dto

cul
tur
alv
ari
ances,
themi
ndsofi
ndi
vi
dual
sindi
ff
erentcul
tur
eshav
ebeensetdi
ff
erent
ly

(
Hof
stede2006)
,whi
chcanconsequent
lyl
eadt
odi
ff
erentconcept
ualst
ruct
uresand

di
ff
erentr
elat
ivechar
act
eri
sti
csorst
rengt
hsi
ndi
ff
erentcul
tur
es.Gener
all
y,t
hisi
nfer
s

t
hatanymodelofUXshoul
dbecont
ext
ual
i
zedt
oapar
ti
cul
arcont
ext
,ti
mespan,and

ki
ndsofexper
ience(
Olsson,
2012)
.

Ont
hewhol
e,i
nspi
teoft
hechal
l
engeoff
ormi
ngt
hebasi
cconceptofUX,
afewaspect
s

87
canber
ecapped:UXhasady
nami
candsubj
ect
ivenat
ure,
var
iedqual
i
ties(
forexampl
e,

emot
ional
,sensor
y,aest
het
ic,andi
nst
rument
al)
,anddi
ff
erentt
imespans(
suchas,

ant
ici
pat
ed,
moment
ary
,epi
sodi
candcumul
ati
veUX)
.UXi
sar
elat
ivel
ynewconceptand

t
hus,
doesnothav
eany‘
granduni
fi
edt
heor
y’t
hatwoul
dencompasst
hewhol
espher
eof

UX-
associ
atedf
acet
s.Howev
er,t
her
eisapooloff
ramewor
kst
hateachconsi
der
sUX

f
rom sl
i
ght
lydi
ff
erentv
iewpoi
nts(
forexampl
e,i
nter
act
ion,pr
oduct
,anduser
-cent
ered

f
ramewor
ks)
.Thi
sthuspr
ovi
desr
esear
cher
sandpr
ofessi
onal
swi
thanenor
mousl
yri
ch

l
i
brar
yofunder
standi
ngi
ntot
henat
ureandv
ari
abi
l
ityofUX.Nonet
hel
ess,UX i
san

i
ncr
easi
ngl
ysi
gni
fi
cantqual
i
tyel
ementt
hathasdr
awnmuchat
tent
iont
othedev
elopi
ng

ofnewmet
hodswi
thwhi
cht
oassessanddesi
gnf
orUX.

Fur
ther
mor
e,userexpect
ati
ons ar
e pi
vot
alhowev
erst
udi
es on userexpect
ati
ons

conduct
edwi
thi
nthef
iel
dofUXar
eli
mit
ed(
Olsson,2012)
.Expect
ati
onsi
nfl
uencet
he

per
cept
ionsofauserconcer
ningapr
oduct
’scapabi
l
iti
esandqual
i
ty,
int
eract
ion,
andt
he

exper
iencesi
tinduces.Expect
ati
onscanber
eveal
edondi
ff
erentl
evel
s,asuserneeds

and desi
res,or as r
equi
rement
s and pr
esumpt
ions.Wi
thr
egar
dto emer
ging

t
echnol
ogi
es,t
her
eisv
eryl
i
mit
edcompr
ehensi
onofwhatt
heexpect
ati
onsoft
hesear
e

andont
hebasi
sofwhatf
acet
sar
etheexpect
ati
onsbui
l
ton.Howev
er,i
thasbeen

cont
ended t
hatUX shoul
d be consi
der
ed att
he st
artofpr
oductdev
elopmentby

exami
ningempi
ri
cal
l
ytheexpect
ati
onsofpot
ent
ialuser
soft
hepr
oduct
.Ani
mpor
tant

gr
oundf
ort
hisr
esear
chi
sthatbycompr
ehendi
nguser
s’expect
ati
ons,
itwi
l
lbeeasi
ert
o

i
temi
ze pr
oduct
s and ser
vices,t
argetatpar
ti
cul
arexper
iences i
nthe desi
gn,and

env
isi
onhowt
hepr
oductorser
vicequal
i
tiesandf
eat
urescancont
ri
but
etooraccount

f
orUX(
Olsson,
2012)
.

88
Thedi
mensi
onsanddef
ini
ti
onofUXhav
eremai
nedt
osomeext
entv
agueandel
usi
ve,

wi
thdi
ff
eri
ngv
iewsont
hekeychar
act
eri
sti
cst
hataccount
sfort
hemul
ti
-di
mensi
onal

concept(
UX)(
Kuj
alaetal
.,2011)
.Li
kewi
se,t
heappr
oachest
hatwer
eempl
oyedt
o

expl
ain UX hav
e al
so been cont
ended t
oget
herwi
tht
he l
ong-
¬st
andi
ng cont
ent
ion

bet
weent
hequant
it
ati
veandqual
i
tat
ivemet
hodsst
il
ll
inger
ing(
Bar
gas-
Avi
l
a&Hor
nbæk,

2011)
.The UX communi
tyi
s spl
i
tbet
ween t
hose who modeland measur
e UX

(
reduct
ioni
st)
,andt
hosewhodoubtt
hegai
nofsepar
ati
ngUXi
ntov
ari
ousmeasur
abl
e

at
tri
but
es(
hol
i
sti
c).Nonet
hel
ess,t
her
eisani
ncr
easi
ngt
rendoft
hosewhoassoci
ate

wi
thbot
hvi
ewpoi
nt(
Law &v
anSchai
k,2010)t
hatadopt
sadual
-appr
oachandusesa

mul
ti
-¬met
hods measur
ementst
rat
egy
.Thi
s hy
bri
d appr
oach (
tri
angul
ati
on)uses

quant
it
ati
vequest
ionnai
remeasur
est
oev
aluat
eUXatt
hepopul
ati
onl
evelt
oascer
tai
n

t
heov
eral
lgr
oupt
rendsandat
ti
tudes,andcombi
nedt
hiswi
thqual
i
tat
ivei
nter
views,

obser
vat
ionsanddi
aryst
udi
es,
soast
obet
terunr
avel
thecompl
exi
tyoft
hesi
ngl
euser
’s

per
cept
ionaboutapr
oduct
s’qual
i
tyatt
hei
ndi
vi
dual
lev
el(
Ricci
etal
.
,2011)
.

UXpr
esent
sanewpar
adi
gm f
ordesi
gni
ngandev
aluat
ingmoder
nint
eract
ivepr
oduct
s

(
Bar
gas-
Avi
l
a & Hor
nbaek,2011)
.Bev
an (
2009)cont
ends t
hati
rr
espect
ive oft
he

t
ermi
nol
ogyempl
oyedf
orUX,gener
all
yther
ear
etwocl
earobj
ect
ives,i
nteral
i
a:(
1)

opt
imi
zi
nghumanper
for
manceor(
2)opt
imi
zi
ngusersat
isf
act
ionwi
thachi
evi
ngbot
h

pr
agmat
icandhedoni
cgoal
s.Compani
est
hatar
etechnol
ogy
-or
ient
edt
radi
ti
onal
l
ytest

t
hei
rpr
oduct
sal
ongsi
det
heusabi
l
ityandexper
ient
ialf
acet
sthatwer
epr
imar
il
yjustt
he

st
rat
egyf
ormar
ket
ing(
Väänänen-
vai
nio-
mat
ti
la,Rot
o,andHassenzahl
,2008)
.TheUX

conceptchal
l
engesol
dmet
hodsofmeasur
ingpr
oduct
/sof
twar
equal
i
tyandi
ntr
oduces

newconcept
slkef
i un,beaut
yandpl
easur
easconst
it
uent
soft
hepr
ocessofev
aluat
ion

89
(
Isl
eif
sdot
ti
r& Lar
usdot
ti
r,2008)
.Ef
fi
e etal
.(2009)suggest
sthatt
he t
erm user

exper
ience shoul
dbedel
i
mit
ed“
to pr
oduct
s,sy
stems,ser
vices,andobj
ect
sthata

per
soni
nter
act
swi
tht
hroughauseri
nter
face,t
hesecanbet
ool
s,knowl
edgesy
stems,

orent
ert
ainmentser
vices”
.

HassenzahlandUl
l
rich(
2007)posi
tthatwhenuser
sassessapr
oduct
,theyj
udget
he

ov
eral
lqual
i
ty ofa pr
oductbased on t
hei
rmemor
y,and moment
ary epi
sodes of

ex
per
ience.Summat
ivej
udgment
sthen gui
de user
s’deci
sion on whet
hert
heyar
e

sat
isf
iedwi
tht
hepr
oduct
sandwhet
hert
heyar
ewi
l
li
ngt
ocont
inueusi
ngt
hepr
oduct
s

andr
ecommendi
ngt
hem t
oot
her
s(Kuj
alaetal
.2011)
.Hi
ghqual
i
tyUXi
nfl
uencest
he

i
ntent
ionofuser
stoadoptt
hepr
oduct(
Hassenzahl&Tr
act
insky
,2006)aswel
last
hei
r

l
oyal
tyt
oit(
Law &v
anSchai
k,2010)
.Though,t
heacademi
aandi
ndust
ryhav
ehi
gh

i
nter
esti
n UX,t
her
eis no commonl
y accept
ed pr
ocedur he ev
e on t aluat
ion and

measur
ementofUX.Ver
meer
enetal
.(2010)car
ri
edoutasummat
ivel
i
ter
atur
erev
iewon

t
heexi
sti
ngUXmeasur
ementappr
oachesandpr
esent
edanonl
i
necol
l
ect
ionoft
hei
r

r
efer
encest
oget
herwi
tht
hescope,mer
it
sanddemer
it
soft
heseappr
oaches.Ont
he

whol
e,t
her e96UXappr
ewer oachesout
li
ned,andsomeoft
hel
i
stedappr
oachesar
e

quant
it
ati
vewhi
l
eot
her
sar
equal
i
tat
ive,
inaddi
ti
on,
someut
il
izedmul
ti
-met
hodappr
oach.

Howev
er,anumberoft
heseappr
oachesl
ackaf
ormalt orv
estf ali
dit
yandr
eli
abi
l
ityand

ar
eav
oidedast
heyar
epr
esumednott
obedependabl
eandcr
edi
bleort
oocompl
i
cat
ed

or di
ff
icul
t(Samar
dži
j
a,2016)
. Besi
des,sev
eralmet
hods do not consi
der t
he

consequencest
hatwi
l
lemanat
efr
om i
nter
act
ionwi
tht
hepr
oduct(
Samar
dži
j
a,2016)
.

Ther
ear
eal
so manyot
her
sendeav
orst
o def
ineandmeasur
eUX wi
thquant
it
ati
ve

appr
oachesl
i
kepsy
chophy
siol
ogi
calmeasur
es,hear
trat
emeasur
es,ey
e-t
racki
ng,ski
n

90
conduct
anceandEEGmeasur
es.Theseappr
oacheswer
eshownt
obemor
elabor
ator
y-

f
ocused and mor
e cost
lyt
o conducti
n pr
act
icalf
iel
d st
udi
es.Consequent
ly,many

r
esear
cher
sempl
oyedsi
mpl
ermet
hodsl
i
kesur
vey
sori
nter
views.Thef
oll
owi
ngar
e

some oft
he mostpopul
arappr
oaches ut
il
ized t
o ev
aluat )UserExper
e UX:i ience

Quest
ionnai
re(
UEQ)
:Laugwi
tz,
Hel
d,andSchr
epp(
2008)pr
ovi
dedt
hisi
nst
rumentf
ort
he

assessmentoft
hegener
ali
mpr
essi
onofuser
swhent
heyi
nter
actwi
thapr
oduct
.The

scal
es oft
he quest
ionnai
re ev
aluat
e bot
hthe usabi
l
ity char
act
eri
sti ef
cs ( f
ici
ency
,

per
spi
cui
ty,dependabi
l
ity
) and t
he UX char
act
eri
sti or
cs ( i
ginal
i
ty,st
imul
ati
on)
;ii
)

At
tr
akDi
ffi
nst
rumenti
sempl
oyedf
ort
heassessmentofapr
oduct
’spr
agmat
icqual
i
ty

(
usabi
l
ity
),hedoni
c qual
i
ty st
imul
ati
on (
nov
el,i
nter
est
i ,hedoni
ng) c qual
i
tyi
dent
it
y

(
ident
if
icat
ionwi
thi
t)andat
tract
iveness(
per
cept
ionv
alue)(
“At
tr
akDi
ff
”,2013)
.Asi
mpl
er

f
orm oft
hisquest
ionnai
re,At
trakDi
ff2 wasl
aterpr
oducedi
nwhi
chev
ocat
ionwas

ex
pungedoutf
rom t
hei
nst
rumentFur
ther
mor
e,At
tr
akDi
ff
2isanext
ensi
vel
yut
il
izedand

v
ali
dat
edt
oolt
o measur
epr
agmat
icandhedoni
cqual
i
ties(
Dief
enbachetal
.
,2014;

(
Hassenzahl&Monk,
2010)
.At
trakDi
ff
2mi
niassessespr
oductqual
i
tyusi
ng10i
temson

t
hree di
mensi
ons,i
nteral
i
a:Pr
agmat
icQual
i
ty,Hedoni
c Qual
i
ty,and At
tr
act
iveness.

At
tr
act
ivenessi
sgener
all
yassoci
atedwi
tht
heov
eral
lj
udgmentofapr
oduct(
Dief
enbach

& Hassenzahl
,2011)
.Al
loft
hese t
hree di
mensi
ons ar
e assessed v
ia a semant
ic

di
ff
erent
ialscal
ewi
th7r
ati
ngl
evel
sbet
weendi
ff
erent
ial
s.Pr
agmat
icqual
i
tyi
sdescr
ibed

andel
i
cit
edusi
ngadj
ect
ivesl
i
kest
ruct
ured–conf
usi
ng,pr
edi
ctabl
e–unpr
edi
ctabl
e,whi
l
e

hedoni
c qual
i
tyi
s descr
ibed and el
i
cit
ed usi
ng adj
ect
ives l
i
ke dul
l
–capt
ivat
ing or

t
acky
–st
yli
sh(
Hassenzahl&Monk,
2010)
.InAt
trakDi
ff
2mi
ni,
thehedoni
cqual
i
tyscal
eis

addi
ti
onal
l
yspl
i
tint
othesubscal
es,St
imul
ati
onandI
dent
it
y.Whi
l
est
imul
ati
onr
elat
est
o

91
apr
oduct
s’capabi
l
ityt
ogi
vest
imul
ati
ngexper
iences(
forexampl
e,wi
thr
efer
encet
o

gi
vi
ng new i
mpr
essi
ons,oppor
tuni
ti
es,and i
nsi
ght
s),i
dent
it
yrel
ates t
o a pr
oduct
s’

capabi
l
ityt
ocommuni
cat
eident
it
y,andhenceappear
stoot
her
sinapar
ti
cul
arway

(
Hassenzahl
,2003)
. Wher
eas st
imul
ati
on i
s mi
rr
ored i
n t
he def
ini
ti
ons of t
he

psy
chol
ogi
calneeds,i
dent
it
yisnotdi
rect
lyf
oundi
nthedef
ini
ti
onsofpsy
chol
ogi
cal

needs;nonet
hel
ess,t
hedesi
ret
ober
espect
edbyot
her
sisencl
osedi
ntheneedf
or

Popul
ari
ty(
Kraus,2017)
;i)Exper
i
i ienceSampl
i
ngMet
hod(
ESM)
:Thi
sisanappr
oachf
or

el
i
cit
ing i
nfor
mat
ion on t
he dai
l
yli
fe of i
ndi
vi
dual
s.I
t col
l
ect
sthe st
ream of

consci
ousnessandconnect
sbet
weent
heext
ernalcont
extandcont
ent
soft
hemi
nd

(
Hekt
ner
,Schmi
dt& Csi
kszent
mihal
yi
,2006)
.Respondent
s need t
o pr
ovi
de wr
it
ten

answer
sonbot
hopenandcl
oseendedquest
ionsatsomer
andom poi
ntsi
nti
mev
iaday

andweek(
Samar
dži
j
a,2016)
;iv
)UXCur
ve:UXcur
vei
sapen-
and-
paperappr
oacht
o

assessl
ong-
ter
m UX.I
tisa f
ace-
to-
facemet
hod wher
ea r
esear
chercan ex
ami
ne

par
ti
cipant
s’r
easoni
ng and t
hought
s.I
nthi
s appr
oach par
ti
cipant
s wi
l
lbe gi
ven a

t
empl
atesot
hatuser
scoul
dsket
chbyt
hemsel
vesoneormor
ecur
vesshowi
nghowt
hei
r

ex
per
iences about a pr
oduct had ev
olv
ed ov
er t
ime,and r
epor
t al
lki
nds of

posi
ti
ve/
negat
iveexper
iencest
hatt
heyf
oundmeani
ngf
ulandt
her
easonsf
ort
hem i
nthe

cont
extoft
hedesi
redsy
stem.I
nthi
stempl
ate,
thehor
izont
alaxi
sindi
cat
est
het
imef
rom

t
hebegi
nni
ngofusageunt
ilt
hepr
esentmoment
,andt
hev
ert
icalaxi
sdef
inest
heUX

i
ntensi
ty.Theobj
ect
iveofUXcur
vei
stoassi
stuser
stor
ememberr
etr
ospect
ivel
ythei
r

l
ongi
tudi
nalUX wi
thapr
oductby“
sket
chi
ng”acur
veov
ert
ime.Ty
pical
l
y,user
sar
e

supposedt
odr
aw how t
hei
rvi
ew andper
cept
ionhadchangedf
rom t
hemomentt
hey

began usi
ng t
he i
nter
act
ive di
git
alsy
stem unt
ilt
he v
ery momentofev
aluat
ion.

92
Consequent
ly,user
scaneasi
l
ysket
chordr
aw t
hei
rUXandi
nter
prett
hei
rsket
ches.UX

cur
vemakeav
ail
abl
etwoki
ndsofdat
a:ar
ecal
l
edpat
ter
nofchangeofUXandsel
f-

r
epor
ts ofper
sonalexper
iences t
hatr
esul
tst
othe change i
nthei
rper
cept
ions.

Fur
ther
mor
e,UXcur
vemi
nimi
zest
her
etr
ospect
ionbi
as.(
Kuj
alaetal
.
,2011)

Ot
her
sincl
ude:i
v)i
Scal
e:Thi
sinst
rumentusessket
chi
ngasapr
ocessf
orr
econst
ruct
ing

UX wi
thapr
oduct(
Kar
apanos,Mar
tens,andHassenzahl2010)
;v)Pr
oductEmot
ion

Measur
ementi
nst
rument(
PrEmo)
:Thi
sisav
isualt
oolwhi
cht
arget
satsi
mpl
i
fyi
ngt
he

measur
ementofconsumeremot
ions.I
tisbasedonani
mat
edcar
toonchar
act
erst
hat

showasetof14emot
ions.Par
ti
cipant
srepor
treact
ionsbychoosi
ngoneoft
hecar
toon

ani
mat
ionst
hatmat
cheswi
tht
hei
rf ngs.“
eel
i Oft
hese14emot
ions,sev
enar
epl
easant

(
i.
e. desi
re, pl
easant sur
pri
se, i
nspi
rat
ion, amusement
, admi
rat
ion, sat
isf
act
ion,

f
asci
nat
ion)
,andsev
enar
eunpl
easant(
i.
e.i
ndi
gnat
ion,cont
empt
,di
sgust
,unpl
easant

sur
pri
se,di
ssat
isf
act
ion,di
sappoi
ntment
,and bor
edom)
”(Desmet
,2005)
;v)HED-
UT

Scal
e:Thi
sscal
eaddr
essest
heut
il
it
ari
anandt
hehedoni
cpar
tsofat
ti
tude.I
twas

cr
eat
ed f
or“
eval
uat
ing t
heef
fect
ivenessofadv
ert
iser
sin conv
inci
ng consumer
sto

assi
gnahi
gher
,orper
hapsal
ower
,hedoni
cval
uet
othei
rof
fer
ing”(
Spangenber
g,Voss,
&

Cr
owl
ey,1997)
.Itcompr
isesof12i
temst
hatmeasur
ehedoni
cval
ueand12i
temst
hat

measur
eut
il
it
ari
anv
alueofani
nter
act
ivesy
stem;v
i)Ser
viceUsereXper
ience(
Ser
vUX)
:

Thi
sisani
nst
rumentcr
eat
edsoast
oai
dtheev
aluat
ionofmoder
nwebser
vicessoast
o

adv
anceandsuppor
tposi
ti
veandengagi
ngUX(
Väänänen-
Vai
nio-
Mat
ti
la&Seger
ståhl
,

2009)
.Thei
deaaboutt
hisquest
ionnai
recamei
n2008wheni
nvest
igat
orswant
edt
o

addr
esst
hev
ari
ousf
eat
uresofWeb2.
0tool
swhi
chi
nfl
uencet
heUXofi
nter
act
ionswi
th

t
hem.The i
nst
rumentcan be empl
oyed f
orev
aluat
ion,and r
esear
ch t
oget
herwi
th

93
dev
elopmentdr
ivesofwebser
vices(
Väänänen-
Vai
nio-
Mat
ti
la&Seger
ståhl2009)
.The

i
nst
rumentwasl
aterext
endedandi
tscur
rentf
orm addr
essescl
earaspect
slke:cr
i oss-

pl
atf
orm and cr
oss medi
al i
nter
act
ion, user
-dr
iven ser
vice composi
ti
on, soci
al

communi
cat
ion and const
ruct
ion, dy
nami
c cont
ent and f
unct
ional
i
ty, cont
ext
ual

comput
ing,
andot
herUX-
associ
atedi ket
ssuesl
i rustandpr
ivacy(
Samar
dži
j
a,2016)
.

Fur
ther
mor
e,ot
herappr
oachesar
e:v
i)Component
i sofUserExper
ienceCUE-
Model
:

Mahl
keandThür
ing(
2007)cr
eat
edt
hisf
ramewor
kthatai
medatexpl
aini
ngUX t
hat

r
esul
tsf
rom user
’si
nter
act
ion wi
tht
he sy
stem.“
Usual
l
y,t
hisi
nter
act
ion ai
ms at

accompl
i
shi
ngapar
ti
cul
art
ask,t
akespl
acei
nacer
tai
ncont
extandext
endsov
era

l
i
mit
edper
iodoft
ime.I
nthi
scont
ext
,feat
uresoft
heuser–suchasknowl
edgeorski
l
ls–

aswel
lasf
eat
uresoft
hesy
stem –suchasf
unct
ional
i
tyandi
nter
facedesi
gn–af
fectt
he

i
nter
act
ionanddet
ermi
nei
tsmaj
orchar
act
eri
sti
cs”(
Mahl
ke&Thür
ing,
2007)
.Mi
ngeand

Ri
edel(
2013)ext
endedt
hismodel
,andcal
l
edi
tthemeCUEmodel
.Thei
rfocuswason

t
heseaspect
s,i
nt a:ef
eral
i fect
iveness,ef
fi
ciency
,vi
sualaest
het
ics,st
atus,commi
tment
,

posi
ti
veemot
ion,negat
iveemot
ion,pr
oductl
oyal
tyand i
ntent
iont
o use;v
ii
i)Game

Exper
ienceQuest
ionnai
re(
GEQ)
:Thi
sisant
oolt
hatev
aluat
est
hef
oll
owi
ngexper
ient
ial

const
r s:i
uct mmer
sion,t
ensi
on,compet
ence,f
low,negat
iveaf
fect
,posi
ti
veaf
fectand

chal
l
enge(
Ij
ssel
stei
j
n,deKor
t,& Poel
s;Gaj
adhar
,deKor
t,& I
Jssel
stei
j
n,2008)
.The

quest
ionnai
reconst
it
uent
swer
est
ruct
uredi
nthr
eesegment
sasf
olows:1)cor
l emodul
e

–assessest
heexper
iencesi
nthecour
seofgamepl
ay;2)soci
alpr
esencemodul
e–

assessespl
ayi
ngwi
thot s;3)postgamemodul
her e-assessesexper
iencesaf
tert
he

pl
ayerst
opspl
ayi
ngt
hegame(
Samar
dži
j
a,2016)
.

ThewayI
Tpr
oduct
sar
evi
ewedhasdr
amat
ical
l
ychangedi
nthel
astcoupl
eofdecades

94
wi
thmi
l
li
onsofI
Tpr
oduct
sthatdonotal
lrel
atet
obusi
ness(
Kroenke,2011)
.Sev
eral

suchpr
oduct
sthatar
ecur
rent
lyut
il
izedi
nor
gani
zat
ionalcont
extar
emai
nlyut
il
it
ari
anor

pr
oduct
ivei
nnat
ure.Nev
ert
hel
ess,t
her
ear
eanumberofpr
oduct
sthatar
eai
medt
obe

usedf
orhedoni
cpur
poses(
li
kegamesandot
herent
ert
ainmentser
vices)(
Hei
j
den,
2004;

Pet
ter
,DeLone&McLean2012;Ger
owetal
.,2013)
.Fur
ther
mor
e,t
her
ear
esev
eralot
her

pr
oduct
sthatf
ulf
il
ls bot
h pur
poses,i
nthe aspect
s of
:pr
oduct
ivi
ty(
forexampl
e,

usef
ulness)andhedoni
sm (
forexampl
e,enj
oyment
)suchast
our
ism andf
it
nesssy
stems.

Hav
ingaccesst
other
ightsour
cesofi
nfor
mat
ioni
snotonl
ycr
it
icalf
ort
hesuccessof

busi
nessesbutal
sof
orsoci
alquest
sofi
ndi
vi
dual
s(Bi
l
andzi
c,Fot
h&DeLuca2008)
.The

ut
il
izat
ionofI
Tpr
oduct
sinnon-
wor
kcont
ext
sforper
sonalpur
posesl
i
kei
nhomeshas

l
eaned t
owar
ds bei
ng i
gnor
ed (
Vodanov
ich,Sundar
am & My
ers 2010)
.One oft
he

st
rongestcr
it
iquesi
ntheI
nfor
mat
ionSy
stemsdomai
nwasdonebyYoo(
2010)
.He

cont
ends t
hati
nfor
mat
ion sy
stems i
nvest
igat
ors,because ofcur
rentav
ail
abi
l
ityof

ubi
qui
tousandembeddeddi
git
alar
ti
fact
swhi
chshapeandmedi
ateourev
ery
dayl
i
fe

ex
per
iences,shoul
dchanget
hei
rat
tent
ionandf
ocusf
rom t
het
radi
ti
onalv
iewt
hatsuch

sy
stemsar
eonl
ypr
esenti
nor
gani
zat
ionalcont
ext(
Yoo,2010)
.Ther
eisconsequent
lya

change i
n at
tent
ion and concent
rat
ion f
rom or
gani
zat
ion-
cent
ri
ctoi
ndi
vi
dual
-cent
ri
c

f
ocus(
Basker
vil
l
e2011a;Basker
vil
l
e2011c)
,whi
chhasef
fect
eduser
s’expect
ati
onsas

wel
l
.Accor
dingt
oBat
raandAht
ola(
1991)
,consumer
spr
ocur
egoodsandser
vicesor

per
for
m consumpt
ionr
elat
edbehav
ior
sont
hegr
oundoft
wor
easons(
Bat
ra&Aht
ola,

1991)asf
oll
ows:1)af
fect
ive(
hedoni
c)gr
ati
fi
cat
ion(
from sensor
yqual
i
ties)
,and2)

i
nst
rument
al,ut
il
it
ari
anpur
posest
hati
sconcer
nedwi
thexpect
ati
onsofconsequences

(
from f
unct
ionalandnon-
sensor
yqual
i
ties)
.Usabl
esy
stemsar
enott
heonl
yconcer
nof

95
t
oday
’suser
s,t
o al
argeext
end,t
heywantsy
stemst
hatwi
l
lgi
vet
hem apl
easi
ng,

del
i
ght
fulandengagi
ngexper
ience(
Preece,Shar
p&Roger
s,2015)
.Br
ianBl
aui
nGar
tner

(
2013)opi Weseet
ned:“ hatuser
sar
enotputof
fbyt
hef
actt
hatt
heyhav
eal
readypai
d

f
oranapp,
andar
ewi
l
li
ngt
ospendmor
eift
heyar
ehappywi
tht
heexper
ience.Asar
esul
t,

webel
i
evet
hatI
AP i
sapr
omi
singandsust
ainabl
emonet
izat
ionmet
hodbecausei
t

encour
agesper
for
mance-
basedpur
chasi
ng;t
hati
s,user
sonl
ypaywhent
heyar
ehappy

wi
tht
heexper
ience,anddev
eloper
shav
etowor
khar
dtoear
nther
evenuet
hroughgood

desi
gnandper
for
mance”(
Gar
tner2013)
.User
s’moneyi
snol
ongerf
undament
ali
ssue

oncet
hei
rexpect
ati
onf
rom t
heappl
i
cat
ioni
smet
,thati
shav
i happyexper
nga“ ience”
.

Väänänen-
Vai
nio-
Mat
ti
la,Rot
o,andHassenzahl(
2008)mai
ntai
nthatdev
elopmentof

pr
oducti
snol
ongermer
elyabout“
impl
ement
ingf
eat
uresandt
est
ingt
hei
rusabi
l
ity
,but

aboutdesi
gni
ngpr
oduct
sthatar
eenj
oyabl
eandsuppor
tfundament
alhumanneedsand

v
alues”
.Ther
efor
e,desi
gner
sofi
nter
act
ivedi
git
alsy
stemsshoul
dendeav
ort
omeetbot
h

pr
agmat
icandhedoni
cuser
s’needsandexpect
ati
onsandev
ent
oexceedt
hem soast
o

at
tai
nsuccessandamar
ketcompet
it
iveadv
ant
age(
Samar
dži
j
a,2016)
.

2.
7.1Ot
herUXMeasur
es

Quest
ionnai
resar
eoneoft
hemostsui
tabl
einst
rument
stomeasur
eat
ti
tudest
owar
dsa

par
ti
cul
arpr
oduct
,si
ncet
heyar
esi
mpl
e,qui
ckandeasyt
oappl
y(Dev
ell
i
s,2003)
.Sel
f-

¬r
epor
ti
ngLi
ker
t-
typescal
esar
eal
sot
hemostf
requent
lyempl
oyedmeasur
ethatof
fer
sa

setofquant
it
ati
ver
eact
ionst
oapar
ti
cul
arst
atementorquest
ion,
char
act
eri
sti
cal
l
yona1

-
¬5,or1-
¬7scal
e.Nev
ert
hel
ess,t
hei
rusehasbeencr
it
iquedi
nther
esear
chcommuni
ty

asar
esul
toft
heconf
usi
ont
hatar
oseov
ert
hecl
assi
fi
cat
ionoft
hescal
e(Jami
eson,

2004)
.Cont
rar
yt henomi
ot nal
-¬l
evelmeasur
es(
unor
der
edcat
egor
ies)
,Li
ker
tscal
esar
e

96
or
dinal
-¬l
evelmeasur
eswi
thcat
egor
iest e“
hatar or
der
edal
ongt
hesamecont
inuum”
.

Nonet
hel
ess,Bl
aiki
e(2003)ar
guedt
hatt
hesecat
egor
i e“
esar notnecessar
il
yev
enl
y

spaced”
,andCohen,
Mani
onandMor
ri
sion(
2007)v
iewedi i
tasan“l
legi
ti
mat
einf
erence”

t
oassumet
hatt
hest
rengt
hoff
eel
i
ngbet
ween‘
str
ongl
yagr
ee’
and‘
agr
ee’
iscompar
abl
e

t
oal
ltheot
hersuccessi
vei
temsi
nat
ypi
calLi
ker
tscal
e.Theassumpt
iont
hatLi
ker
t

scal
esar easi
eseenmor nter
val
-¬l
eveldat
aisav
itali
ssue,becauset
heanal
ysi
sof

or
dinal
-¬dat
a(non-
¬par
amet
ri
c)dat
aisdi
ff
erentf
rom t
hatofi
nter
val(
par
amet
ri
c)dat
a,

wher
etheut
il
izat
ionofpar
amet
ri
cst
ati
sti
cst
oanal
yzeLi
ker
tscal
esar
evi
ewedasapoor

pr
act
ice.Thi
svi
ew hasbeenv
igor
ousl
ycont
endedandcont
est
edasami
sconcept
ion,

becausepar
amet
ri
cmet
hodscanbeusedwi
thahi
ghdegr
eeofr
obust
ness(
Car
if
io&

Per
la,
2007;
Nor
man,
2010)
.

Li
kewi
se,t
her
ehasbeensev
eralar
gument
saboutt
hebestopt
imalnumbert
hescal
e

shoul
dcont
ain,howev
er,t
heov
eral
lfav
oredconsensusi
s5or7-
¬it
em.Besi
des,t
he

i
nter
pret
abi
l
ityoft
he scal
es mi
ddl
e posi
ti
on has al
so been consi
der
ed,wi
th some

pr
oposi
ngi
tal
l
owst
her
espondentt
ogi
ve‘
noopi
nion’
,whi
l
eot
her
sar
guet
hatel
i
minat
ing

t
hisopt
ion(
fora4or6-
¬‐i
tem scal
e)mayf
orci
blymaker
espondent
stopr
ovi
der
esul
t

t
hat ar
e not accur
ate(
Krosni
ck,Judd,& Wi
tt
enbr
ink,2005;Kr
osni
ck,1991)
.A

combi
nat
ionofsi
mpl
est
atementscal
est
akenf
rom exi
sti
ngsour
cesandbi
pol
arscal
es

wi
l
lbe empl
oyed i
nthi
s st
udy and admi
nist
ered ut
il
izi
ng onl
i
ne sur
vey t
ool(
e.g.
,

www.
qual
tr
ics.
com)
.Thesemant
icdi
ff
erent
ialscal
esempl
oysi
ngl
ebi
pol
arwor
dst
hat

ar
equant
if
ied(
ornumber
ed)t
oof
fermi
nimalsemant
icpr
ocessi
ng(
cogni
ti
veef
for
t)so

ast
oel
i
citani
mmedi
ater
esponse(
Dev
ell
i
s,2003)
,whi
l
esi
ngl
est
atement
swi
l
lbekept

shor
t,pr
eci
seandbr
ief
.Iti
svi
talt
hatLi
ker
t-
¬ty
pescal
esdi
sti
nct
lyel
i
citt
heat
ti
tudesand

97
opi
nionsoft
hev
ari
ousconst
ructexami
ned,subsequent
ly,wel
l
-¬est
abl
i
shedandr
eli
abl
e

scal
esar
eadopt
edi
nthi
sst
udywher
epossi
ble.Thesecompr
iset
heAt
tr
akDi
ff
2Scal
e

(
Hassenzahl
&Monk,
2010)
,cl
assi
cal
andexpr
essi
veaest
het
icsscal
e(Lav
ie&Tr
act
insky
,

2004)
,adapt
edi
mmer
sion(
Jennet
tetal
.,2008)andpr
esencescal
es(
Wit
mer&Si
nger
,

Mi
chael
,1998)
:andsel
ect
edusef
ulnessi
temsf
rom Technol
ogyAccept
anceModel
(TAM)

scal
e(Dav
is,
1989)
.

2.
7.1.
1WebSur
vey

Websur
vey
sar
ecommonappr
oachesf
oruser
-dr
ivenev
aluat
ionofsof
twar
equal
i
tyand

usabi
l
ity
.Gener
all
y,websur
vey
sar
ecommonl
ycombi
nedwi
thot
herqual
i
tyev
aluat
ion

appr
oachest
ocapt
urei
nter
pret
abl
eresul
ts.Howev
er,
theser
esul
tshav
etobei
nter
pret
ed

bycompet
entusabi
l
ityper
sonnel
,al
ongwi
thr
esul
tsf
rom ot
herempl
oyedassessment

appr
oaches(
Laugwi
tzetal
.,2008)
.Oneoft
hef
oremosti
mpor
tantr
easonsf
orcar
ryi
ng

outanonl
i
nesur
veyi
stoenabl
etheconscr
ipt
ingofpar
ti
cipant
sthathav
edev
iantor

cov
ertbehav
ior
s.Theanony
mit
yfeasi
bleont
heI
nter
nethasmadei
tapossi
bil
i
tyf
ort
he

accessi
ngofr
espondent
sthatar
eusual
l
yhar
dtor
each,andt
hishasf
aci
l
itat
edt
he

shar
ingoft
heexper
iencesandopi
nionsoft
hissetofpar
ti
cipant
s.Websur
vey
shav
eal
so

economi
c benef
itbecause t
hey ar
e notexpensi
ve when compar
ed t
othe usual

conv
ent
ional
paper
-and-
penci
lsur
vey
s(VanSel
m &Jankowski
,2006)
.

I
nsummar
y,Websur
vey
sar
ethemostef
fect
iveappr
oacht
oel
i
citi
nfor
mat
ionf
rom r
eal

i
nter
nat
ionaluser
sinashor
tti
me.Thenumberofpar
ti
cipant
srespondi
ngi
nasur
veycan

bemuch hi
gheri
ncompar
ison t
o ot
hermet
hods.VanSel
m and Jankowski(
2006)

hi
ghl
i
ght
edt
hemer
it
sofempl
oyi
ngonl
i
nesur
vey
sandt
heyi
ncl
ude:i
)Agl
obalr
eacht
o

98
t
hepar
ti
cipant
s;i
i
)Iti
sfl
exi
bleandcanbemanagedi
nat
ime-
eff
ici
entway
;ii
i
)Iti
s

conv
eni
entasr
espondent
scant
akeanonl
i
nesur
veyatat
imeconv
eni
entt
othem (
Hogg,

2003)
.Besi
des,r
espondent
scant
akeasmucht
imeasi
srequi
redt
oanswereach

quest
ion;
iv)Onl
i
nesur
vey
scompr
iseofv
ari
oussor
tsofquest
ionst
hatcoul
dencompass

di
chot
omous quest
ions,mul
ti
ple-
choi
ce quest
ions,scal
es,quest
ions i
n mul
ti
medi
a

f
ormat
,Li
ker
t-
typeandsemant
icdi
ff
erent
ial
quest
ions,
andev
enopen-
endedquest
ions;
v)

Wi
thonl
i
nesur
vey
slar
gesampl
esar
eeasyandcheapt
oaccompl
i
sh;v
i)Onl
i
nesur
vey
s

canr
equi
ret
her
espondi
ngpar
ti
cipant
stor
espondt
oquest
ionsi
ntheor
deri
ntendedby

t
hedesi
gneroft
hest
udy(
Rezaei
,2015)
.

2.
7.1.
2At
trakDi
ff
2Inst
rument

Di
ff
erentki
ndsofquest
ionnai
resar
eappl
i
edi
nHCIt
oassesst
heemot
ionofuser
s.

Nev
ert
hel
essemot
ionev
aluat
ioni
snott
heonl
yappr
oachf
ort
heassessmentofUX.For

ani
nsi
ght
fulunder
standi
ngofUXandf
ort
hei
mpr
ovementofasy
stem,i
tisneedf
ult
o

st
udyt
heper
cept
ionsofuser
saboutt
hepr
oduct
’squal
i
tiesandt
hei
rov
eral
lev
aluat
ive

j
udgment
saboutt
hepr
oduct
’squal
i
ty.To t
ranscend i
nst
rument
alaspect
s,pr
act
ical

i
nst
rument
swhi
chenabl
etheev
aluat
ionofUXar
eneeded.Oneappr
oachent
ail
sthe

i
ncor
por
ati
ng of hedoni
cfacet
sint
he measur
ement such as i
nthe At
tr
akDi
ff

quest
ionnai
re(
Hassenzahletal
.,
2003;Hassenzahletal
.,
2000)i
nor
dert
oassessuser
s’

per
cept
ionsoft
hepr
oductorsy
stem char
act
eri
sti
cs(
Rezaei
,2015)
.

At
tr
akDi
ffquest
ionnai
reemanat
esf
rom t
heUX f
ramewor
kpr
esent
edbyHassenzahl

(
2003)
.Hassenzahl
’
sfr
amewor
kfol
l
owst
hepost
ulat
iont
hatpr
oductqual
i
tiescanbe

di
vi
dedi
ntot
wogr
oups,i
nteral
i
a:pr
agmat
icandhedoni
cqual
i
ties(
Hassenzahl
,2003)
.

99
User
sfor
mthei
rindi
vi
dualper
sonal
i
zedv
ersi
onoft
hepr
oductqual
i
tydependentont
he

pr
oductat
tri
but
esandont
hei
rper
sonalexpect
ati
onsandst
andar
ds.Thesubj
ect
ive

per
cept
ion oft
hepr
oductqual
i
tyl
eadst
o out
comessuch asj
udgment
saboutt
he

pr
oduct
’sappeal
,goodnessandbeaut
y(Hassemzahl
,2003,2004)
,toget
herwi
tht
he

emot
ional(
fori
nst
ance,user
’ssat
isf
act
ion and pl
easur
e)and behav
ior
alout
comes.

Fol
l
owi
ngt
hismodel
,Hossenzahlpr
esent
edt
wov
ersi
onsoft
heAt
tr
akDi
ffi
nst
rumentt
o

assesst
heat
tract
ivenessofpr
oduct
s(Hassenzahletal
.
,2000;Hassenzahletal
.
,2003)
.

Thei
nit
ialv
ersi
on,At
trakDi
ffcompr
isesoft
wo qual
i
tycat
egor
ies.Onecat
egor
yfor

pr
agmat
icandt
heot
herwasf
orhedoni
c,wi
thonecat
egor
yfort
hej
udgmentofappeal

(
Hassenzahletal
.,2000)
.Thesecondv
ersi
on,At
tr
akDi
ff
2howev
erdi
vi
dedt
hehedoni
c

qual
i
tycat
egor
yint
otwocat
egor
ies,onef
orst
imul
ati
on,andt
heot
herf
ori
dent
if
icat
ion

(
Hassenzahl
,2004;Hassenzahletal
.,2003)
.Besi
des,ev
aluat
iveconst
ruct
sli
ket
hoseof

goodnessandbeaut
yhav
ebeeni
ncor
por
atedi
ntol
aterst
udi
es(
Hassenzahl
,2004)
.

TheAt
trakDi
ff
2quest
ionnai
rewasor
igi
nal
l
ydesi
gnedi
nGer
manl
anguagebuthasbeen

t
ransl
atedi
ntoEngl
i
shl
anguage.Thei
nst
rumenthas28i
tems,consi
sti
ngofa7-
poi
nt

r
ati
ngscal
ewi
tht
wobi
pol
aranchor
stomar
ktheopposi
ngendsoft
hescal
est
ret
chi
ng

f
rom 1t
o7,wher
e4poi
ntt
otheneut
ralv
aluebet
weent
het
woanchor
soft
hescal
e(f
or

ex
ampl
e,conf
usi
ng–cl
ear
,ugl
y–beaut
if
ul)
.The i
nst
rumentconsi
sts off
our7-
it
em

subscal
es,eachassessi
ngadi
ff
erentchar
act
eri
sti
coft
heassessedsy
stem.Thef
ir
st

at
tri
but
eist
hepr
agmat
icat
tri
but
ewhi
cht
endt
oanswert
hef
oll
owi
ngquest
ions:Doesa

sy
stem f
ulf
il
lwhati
tissupposedt
odo?Howsuccessf
ular
etheuser
sinaccompl
i
shi
ng

t
hei
rgoal
susi
ngt
hesy
stem?I
siteasyt
oper
cei
veanduset
hesy
stem?Thesecond

at
tri
but
eisHedoni
cSt
imul
ati
onwhi
cht
endt
owar
dspr
ovi
dingt
hisquest
ion?Doest
he

100
pr
oductai
dtheuserwi
thdev
elopi
ngnew ski
l
lsorgai
ningknowl
edge?Peopl
edesi
ret
o

i
mpr
ovet
hei
rski
l
lsandknowl
edgemor
eandt
her
ear
ethequal
i
tiesoft
hesy
stem or

pr
oductt
hatmakei
tapossi
bil
i
ty.Thi
rdat
tri
but
eisHedoni
cIdent
if
icat
iont
hathi
ghl
i
ght
s

how t
hesy
stem i
sempl
oyedi
nasoci
alcont
extandhow i
taccount
sforone’
sident
it
y.

Four
that
tri
but
e,at
tract
ivenessi
sassoci
atedwi
tht
heappealf
ori
nter
act
ivesy
stems.Do

peopl
eper
cei
vet
heappl
i
cat
ioni
nit
sent
ir
etyappeal
i
ngorat
tr
act
ive?Exampl
esofr
elat
ed

i
temsar
eUgl
y-
Beaut
if
ul,
Bad-
Good.Thecombi
nat
ionoft
hef
ourqual
i
tyat
tr
ibut
esdef
ines

whet
hert
heconcepti
spr
act
ical
,meani
ngf
ulandpl
easantt
ouse.Hi
ghscor
esonal
l

at
tri
but
esar
eessent
ialf
oracont
inueduseofasy
stem.Mahl
keandThür
ing(
2007)al
so

pr
esent
edempi
ri
calev
idencet
hatbot
hoft
het
wof
acet
sofqual
i
ty(
pragmat
icv
ersus

hedoni
c)i
mpactemot
ional
responsesandt
heassessmentofi
nter
act
ivedi
git
alsy
stems.

2.
7.2Appr
oachest
otheCl
assi
fi
cat
ionofQual
tyAt
tri
but
es

Someoft
hemet
hododi
calappr
oachest
othecl
assi
fi
cat
ionofqual
i
tyat
tr
ibut
esi
ncl
ude:i
)

t
hecr
it
icali
nci
dentt
echni
que,f
unct
ionalanddy
sfunct
ionalt
echni
que,andt
heneed-

gr
ati
fi
cat
iont
echni
que.Her
zber
getal
.(1959)empl
oyedt
hist
echni
que.Cadot
teand

Tur
geon(
1988)r
equi
redt
hatr
espondent
swi
l
lident
if
ythei
nci
dent
swhi
chexcept
ional
l
y

af
fect
edt
hei
rUX.Next
,thei
nci
dent
sar
ecat
egor
izedt
hroughat
wo-
by-
twomat
ri
xof

posi
ti
ve(
high,good)and negat
ive(
low,poor
)UX (
orr
elat
ed at
ti
tudes such as

compl
i
ment
sandcompl
aint
s).Thei
nci
dent
sresponsi
blef
oronl
yposi
ti
veUXar
eter
med

sat
if
ier
swhi
l
ethoset
hatar
eresponsi
blef
oronl
ynegat
iveUXar
eter
meddi
ssat
isf
ier
s

(
Var
goetal
.,
2007)
.Fur
ther
mor
e,Kanoetal
.(1984)
,Ber
geretal
.(1993)
,andMat
zlerand

Hi
nter
huber(
1998)appl
i
edt
hef
unct
ionalanddy
sfunct
ionalt
echni
que.Thi
stechni
que

r
equi
rest
hatuser
scat
egor
izet
hei
rresponsest
obot
hfunct
ional(
presenceoforhi
gh

101
l
evel
)anddy
sfunct
ional(
absenceoforl
owl
evel
)st
atesofapr
oductat
tr
ibut
evi
aanyof

t
hef
oll
owi
ngopt
ions:i
)Il
i
kei
tthatway
;ii
)itmustbet
hatway
;ii
i
)Iam neut
ral
;iv
)Ican

l
i
vewi
thi
tthatway
;andv
)Idi
sli
kei
tthatway(
Var
goetal
.
,2007)
.Inaddi
ti
on,
Oli
ver(
1997)

pr
oposedt
heneedgr
ati
fi
cat
iont
echni
quewhi
chr
equi
resr
espondent
stoanswerwhet
her

per
for
manceonapr
oductqual
i
tyat
tri
but
emet
,fel
lshor
torexceededt
hei
rrequi
rement
s

orneedsonapr
ovi
dedneed-
grat
if
icat
ionscal
e.Usi
ngt
his,eachpr
oductqual
i
tyat
tr
ibut
e

ar
e ar
e ev
aluat
ed by l
ooki
ng att
he cor
rel
ati
on bet
ween r
esponses on t
he need-

gr
ati
fi
cat
ionscal
eandt
heov
eral
lUX(
sat
isf
act
ion)
.

2.
8UserExper
ienceasaQual
i
ty

Qual
i
tyi
s def
i he “
ned as t degr
ee t
o whi
ch a setofi
nher
entchar
act
eri
sti
cs meet

r
equi
rement
s”(
ISO9000,2005)
.A char
act
eri
sti
c(qual
i
ty)i
sa“
dist
ingui
shi
ngf
eat
ure”

whi
chcanbe:i
)inher
entorassi
gned,andi
i
)qual
i
tat
iveorquant
it
ati
ve.I
naddi
ti
on,t
her
e

ar
evar
iouscat
egor
iesofchar
act
eri
sti
cs,v
iz.
:phy
sical
,sensor
y,behav
ior
al,t
empor
al,

er
gonomi
cand f
unct
ionalchar
act
eri
sti
cs.A qual
i
tychar
act
eri
sti
cisexhi
bit
ed asan

i
nher
entdi
sti
nct
iveat
tri
but
eofapr
oduct
,pr
ocessorsy
stem (
ISO9000,2005)
.Wi
th

r
efer
encet
osof
twar
eandsy
stemsengi
neer
ingst
andar
ds,
qual
i
tyofsy
stem i
sdef
inedas

“
[…]t
hedegr
eet
owhi
cht
hesy
stem sat
isf
iest
hest
atedandi
mpl
i
edneedsofi
tsv
ari
ous

st
akehol
der
s,andt
huspr
ovi
desv
alue”(
ISO/
IEC25010,2011)
.Besi
des,accor
dingt
oLe

Cal
l
etetal
.(2012)
,Qual
i
tyofExper
ience i
s def
ined as t
he ext
entofannoy
ance,

f
rust
rat
ion,sat
isf
act
ion,ordel
i
ghtoft
heuserofapr
oductwhi
chemanat
efr
om t
he

f
ulf
il
lmentormeet
ingofexpect
ati
onst
hatt
heuserhasaboutt
heut
il
it
yand/
orenj
oyment

oft
hepr
oduct
,wi
thr
efer
encet
othecur
rentst
ateandper
sonal
i
tyoft
heuser(
Rezaei
,

2015)
.

102
Theuseofapr
oductbyuser
spr
oducesapr
oductUX.Thi
shappensbecauseoft
he

i
nter
act
ionbet
weent
heuserandt
hepr
oducti
nagi
vencont
ext
.Ar
evi
ew ofsui
tabl
e

st
udi
esi
nthef
i dsofi
el nfor
mat
ionsy
stems,
human-
comput
eri
nter
act
ion,
andexper
ience

economyshowedsomeunder
standi
ngsf
orl
i
kel
yenhancement
sconcer
ningi
nter
act
ive

sy
stemsmeasur
ement
s.Measur
est
hati
ndi
cat
eift
hesy
st seasyt
em i ouse,easyt
o

l
ear
nar
enomor
eadequat
e.I
ntoday
’ser
aofubi
qui
tousandi
nter
act
ivet
echnol
ogy
,iti
s

needf
ult
ocompr
ehendandmeasur
eamuchwi
derf
acetoft
heuser
s’i
nter
act
ionwi
th

sy
stems.I
tisev
ident
lycl
earf
rom l
i
ter
atur
ethatUX asaconcepti
sbecomi
ng an

essent
ialcomponentoft
hei
nter
act
ivesy
stem desi
gnandev
aluat
ion(
Samar
dži
j
a,2016)
.

UXi
sor
ient
edt dspr
owar oduct
s,sy
stems,ser
vices,andobj
ect
swhent
heuseri
nter
act
s

wi
tht
hem v
iaauseri
nter
face(
Law etal
.,2009)
.Itdescr
ibest
heuser
’sf
eel
i
ngsand

at
ti
tudesaboutt
heuseofapr
oduct(
Law etal
.
,2009;Ver
meer
enetal
.
,2010)
.UX

conceptt
ranscendst
hei
nst
rument
alqual
i
tiesandhast
odowi
thhedoni
cfacet
sli
ke

beaut
y,f
un,pl
easur
e,andper
sonalgr
owt
h,whi
chsat
isf
yabr
oadspect
rum ofhuman

needs.Whenuser
sassessapr
oduct
,theyar
ejudgi
ngi
tsgener
alqual
i
tyhi
ngedont
hei
r

memor
y,andmoment
aryexper
ienceepi
sodes(
Hassenzahl
&Ul
l
rich,
2007)
.

2.
8.1I
nst
rument
alorPr
agmat
icQual
i
ty

Wi
thr
efer
encet
othequal
i
ty-
basedappr
oacht
oUXi
nthedomai
nofHCI
,ther
ear
etwo

maj
orcl
assesofUXchar
act
eri
sti
cs.Thef
ir
stcl
asscompr
isesofpr
agmat
ic,
uti
l
itar
ian,
or

i
nst
rument
alqual
i
ties(
Hassenzahl
,2003,
2004;
Mahl
ke,
2008;
Mahl
keetal
.2007;
Thür
ing

& Mahl
ke,2007)
.Pr
agmat
ic at
tri
but e“
es ar connect
ed t
o user
s’need t
o achi
eve

behav
ior
algoal
swhi
chr
equi
resut
il
it
yandusabi
l
ity
”(Haseenzahl
,2004)
.Mahl
ke(
2008)

mai
ntai hat“
nedt thei
nst
rument
alv
alueofani
nter
act
ivesy
stem i
srel
atedt
othet
asks

103
and goal
sthatt
he userwant
sto accompl
i
sh wi
th a sy
stem”
.He suggest
sthat

i
nst
rument
alv
alueofani
nter
act
ivesy
stem i
sdet
ermi h“
nedbybot ut
il
it
y”(
consi
der
edas

usef
ulnessbyDav
i 1989)and“
s( usabi
l
ity
”(consi
der
edaseaseofusebyDav
is(
1989)
.

2.
8.2Non-
inst
rument
alorHedoni
cQual
i
ty

Hassenzahl(
2004)posi
tst
hathedoni
cat
tri
but
esar
emaj
orl
yconnect
edt
ouser
’ssel
f.He

cl
assi
fi
edhedoni
cat
tri
but
esi
ntost
imul
ati
onandi
dent
if
icat
ion.St
imul
ati
oni
srel
evantt
o

per
sonalgr
owt
h(r
elat
edt
oknowl
edgeandski
l
ls)andi
dent
if
icat
ioni
sassoci
atedwi
tha

per
son’
sneedt
oexpr
esssel
fvi
aobj
ect
s.Mahl
ke(
2008)speci
fi hat“
est non-
inst
rument
al

qual
i
tiesofani
nter
act
ivesy
stem sat
isf
yuserneedswhi
chgobey
ondt
hei
nst
rument
al

v
alueoft
hepr
oduct
”.Rezaei(
2015)appl
i
ednon-
inst
rument
alat
tr
ibut
eshi
ngedont
he

def
ini
ti
ongi
venbyMahl
ke(
2008)
,asdescr
ipt
ivequal
i
tiesoft
hesy
stem whi
chmeetuser

needs(
Rez
aei
,2015)
.UXFr
amewor
kswhi
chf
ocusont
heuser
-cent
eredchar
act
eri
sti
cs

ofi
nter
act
ivedi
git
alsy
stemssuggestt
hatt
hesubj
ect
iveper
cept
ionofpr
oductat
tr
ibut
es

(
Hassenzahl
,2003;Mahl
ke& Thür
ing,2007)t
oget
herwi
tht
heemot
ionalr
esponses

(
Mahl
ke&Thür
ing,2007)i
mpactt
hef
utur
eusagebehav
ior(
Hassenzahl
,2003;Mahl
ke&

Thür
ing,2007)andt
heov
eral
ljudgment
,pr
efer
ence,andsat
isf
act
ion(
Har
tmannetal
.
,

2008;
Hassenzahl
,2003;
Mahl
ke&Thür
ing,
2007)
.Mahl
ke(
2008)st
atedt
hatper
cept
ions

ofi
nst
rument
alandnon-
inst
rument
alat
tri
but
esal
ongwi
thuseremot
ionalr
esponses

st
ipul
atet
heout
comesofUXandi
nfl
uencest
heaccept
anceoft
hesy
stem andi
tsusage

behav
ior
.

2.
8.3Usabi
l
ityandPr
agmat
icQual
i
ty

Fr
om t
heear
lyday
sofr
esear
chi
nHCI
,thef
oremostconcer
nhasbeent
heusabi
l
ityof

104
sy
stemsandcomput
ers;I
SO9241-
11succi
nct
lydef
inesusabi
l
ityas“
theext
entt
owhi
ch

apr
oductcanbeusedbyspeci
fi
eduser
stoachi
evespeci
fi
edgoal
swi
thef
fect
iveness,

ef
fi
ciency and sat
isf
act
ion i
n a speci
fi
ed cont
extof use” (
ISO 9241-
11,1998)
.

Ef
fect
iveness and ef
fi
ci
encycan bot
h be ev
aluat
ed quant
it
ati
vel
ywi
th per
for
mance

measur
esl
i
kesuccessr
atesandt
askcompl
eti
ont
imesofspeci
fi
edt
asks.Nonet
hel
ess,

t
het
wof
act
orscanal
sobemeasur
edsubj
ect
ivel
yusi
ngper
cei
vedusabi
l
itydet
ermi
ning

quest
ionnai
res(
forexampl
e,t
heBr
ooke’etal
.(1996)Sy
stem Usabi
l
ityScal
e(SUS)
).On

t
heot
herhand,usersat
isf
act
ioni
sst
ri
ctl
ymeasur
edsubj
ect
ivel
y.I
nthedai
l
yuseof

l
anguage,usabi
l
ityi
sfr
equent
lyj
umbl
ed wi
th UX (
Bar
gas-
Avi
l
a & Hor
nbæk,2012;

Hassenzahl
,2008)
.Thi
snot
wit
hst
andi
ng,t
heUXschol
arl
ycommuni
tyemphasi
zest
hat

usabi
l
ityaccount
sforUX,andt
hatUXasaqual
i
tyi
sbr
oaderi
nscopet
hanusabi
l
ity

(
Bar
gas-
Avi
l
a&Hor
nbæk,
2011;
Bar
gas-
Avi
l
a&Hor
nbæk,
2012;
McCar
thy&Wr
ight
,2004;

Rot
oetal
.,2011)
.Hence,usabi
l
itymeasur
est
hatar
eper
for
manceassoci
atedar
enot

goodUXmeasur
esbecauset
heydonotconsi
dert
hesubj
ect
ivenat
ureofexper
ience

(
Rot
oetal
.,
2011;
Ver
meer
enetal
.,
2010;
Wechsung&deMoor
,2014)
.

Hassenzahldi
sti
ngui
shes bet
ween pr
agmat
ic and hedoni
c pr
oductchar
act
eri
sti
cs

(
Hassenzahl
,2003)
.Pr
agmat
icqual
i
tyi
sassoci
atedwi
thusabi
l
ityandut
il
it
y.Pr
oduct
s

t
hathav
e hi
gh pr
agmat
ic qual
i
ty enabl
e user
sin accompl
i
shi
ng behav
ior
algoal
s

(
Hassenzahl
,2003)
.Abehav
ior
algoalcoul
dbe,f
orexampl
e,t
oty
peamessageona

key
boar
d.I
fthe key
boar
dfaci
l
itat
es user
stot
ype t
he message easi
l
y(t
hati
s,t
o

accompl
i
sht
hei
rbehav
ior
algoal
),suchkey
boar
disl
i
kel
ytobeper
cei
vedasbeenhi
ghl
y

pr
agmat
ic.The quest
ion ofhow pr
agmat
ic qual
i
ties (
whi
ch al
so i
ncl
udes usabi
l
ity
)

accountf
orUXst
il
lremai
nsopenandbegsf
orr
esear
chanswer
s(Di
efenbachetal
.
,2014;

105
Hassenzahl& Tr
act
insky
,2006)
.Howev
er,i
tappear
s,atl
east
,thatagi
venl
evelof

usabi
l
ityi
sessent
ial
foraposi
ti
veUX(
Law,
2011)
.

2.
8.4Hedoni
cQual
i
ty

Theconceptofhedoni
cqual
i
tydev
elopedf
rom consumerr
esear
ch,def
inest
heposi
ti
ve

f
acet
soft
heper
cept
ionofapr
oduct(
Dief
enbachetal
.
,2014)
.Iti
sconnect
edt
ofacet
s

t
hatgobey
ondt
hef
unct
ionalaspect
s,t
hati
s,pr
oductqual
i
tiest
hataddr
esst
hebe-
goal
s

f
ulf
il
lment(
Hassenzahl
,2010)
.Wi
thr
egar
dto emot
ionali
nfl
uence,whi
l
e pr
agmat
ic

qual
i
tyi
ssomewhatr
elat
edt
othecapabi
l
ityofapr
oductt
oat
tai
nsat
isf
act
ion(
by

f
ulf
il
li
ng expect
ati
ons)
,hedoni
c qual
i
tyi
s howev
ersomewhatassoci
ated wi
tht
he

capabi
l
ityofapr
oductt
oachi
evepl
easur
eandpsy
chol
ogi
calwel
l
-bei
ng(
byexceedi
ng

ex
pect
ati
ons)(
Hassenzahl
,2003)
.

As Hassenzahl(
2003)and Di
efenbach and Hassenzahl(
2011)posi
t,a pr
oducti
s

per
cei
vedasdesi
redi
fithashi
ghpr
agmat
icandhedoni
cqual
i
ty.Conv
ersel
y,apr
oduct

whi
chhasl
ow pr
agmat
icandhedoni
cqual
i
tieswi
l
lbeper
cei
vedasunwant
ed.The

quest
ionoft
hewayt
oaddr
esshedoni
cqual
i
tyf
acet
sinpr
oductdesi
gnhasbeenr
aised

al
readysdecadeago(
Hassenzahl&Tr
act
insky
,2006)
,howev
er“
insi
ght
sonconcr
ete

st
rat
egi
esordesi
gndeci
sionst
ocr
eat
ehedoni
cqual
i
tyar
est
il
ll
imi
ted”(
Dief
enbachetal
.
,

2014)
.Psy
chol
ogi
calneedshav
ebeenpr
oposedasf
aci
l
itat
orsofposi
ti
veexper
ience

(
Dief
enbachetal
.,2014;Hassenzahl
,2008;Hassenzahl
,2010;Hassenzahletal
.
,2010)
,

nev
ert
hel
esst
heneed-
basedst
rat
egyhasal
sonoty
etbeenadequat
elyexpoundedwi
th

r
efer
encet
odesi
gngui
del
i
nes(
Dief
enbachetal
.,
2014)
.

2.
8.5Hedoni
cSy
stems

106
 ehedoni
Whi
l csy
stemsar
epr
imar
il
ymadef
orpl
easur
eandenj
oyment(
forexampl
e,

game sy
st ,ut
ems) il
it
ari
an sy
stems ar
e made so as t
o enhance i
ndi
vi
dualand/
or

or
gani
zat
ionalper
for
mance(
forexampl
e,of
fi
cesy
stem)(
Samar
dži
j
a,2016)
.Ut
il
it
ari
an

sy
stemsof
ferf
unct
ional
,i
nst
rument
alv
aluet
ouser
s,andt
heyt
argetatt
oimpr
ovi
ngt
he

pr
oduct
ivi
tyofi
ndi
vi
dual
,gr
oup,andor
gani
zat
ionalset
ups(
Sun&Zhang2006)
.Hedoni
c

sy
stems,ont
heot
herhand,of
fersel
f-
ful
fi
ll
i
ngv
aluest
ouser
s,andar
eusedf
orpl
easur
e

andr
elaxat
ion(
Sun&Zhang2006)
.Thev
alueofahedoni
csy
stem dependsont
heext
ent

t
owhi
chuser
sexper
iencef
unwhenmaki
nguseoft
hesy
stem (
Hei
j
den2004)
.Pr
inci
pal
l
y,

whi
l
ethi
sty
peofsy
stem i
sut
il
izedi
nhomesorf
orl
eisur
e,ut
il
it
ari
ansy
stemsar
e

t
ypi
cal
l
yusedi
nwor
k-r
elat
edenv
ironment
s,andf
orut
il
it
yassoci
atedpur
poses(
Brown&

Venkat
esh2005)
.Inst
rument
alobj
ect
ivei
skeydr
iverofut
il
it
ari
anuseofasy
stem,l
i
ke

t
hei
mpr
ovementoft
askper
for
mance,whi
l
ethesear
enott
hepur
posesofhedoni
c

sy
stems.Thei
nter
act
ionwi
thasy
stem cani
nit
sel
fbet
hepur
poseofuse(
forexampl
e.

pl
ayi
nggames,
inst
antmessagi
ng,
amongot
her
s)(
Hei
j
den,
2004)
.Nonet
hel
ess,
ther
ear
e

sy
stemst
hatal
someetbot
hhedoni
candut
il
it
ari
anpur
poses.Sy
stemscanhav
ebot
h

ut
il
it
ari
anandhedoni
cfacet
s,butt
ovar
yingext
ent
sdependentonwhatt
askst
heyar
e

empl
oyedf
or(
Sun&Zhang,2006)
.Ani
nst
ancei
stheI
nter
net
.User
scanuseI
nter
nett
o

per
for
m di
ff
erentt
asksl
i
kesear
chi
ngf
oraj ut
ob( i
l
itar
ian)orj
ustsur
fi
ngt
heI
nter
netf
or

f hedoni
un( c).
Thei
deaaboutgr
oupi
ngsy
stemsonhedoni
candut
il
it
ari
anbasi
semanat
ed

f
rom l
i
ter
atur
esonconsumerbehav
iort
hatdi
ff
erent
iat
esbet
weenut
il
it
ari
anandhedoni
c

pr
oduct
s(Hi
rschman&Hol
brook,1982)
.Sev
eralwor
kshav
edi
scov
er hatper
edt cei
ved

usef
ulnessi
sthest
rongerdet
ermi
ningf
act
orf
ort
heuseofut
il
it
ari
ansy
stems;howev
er

t
hisf
acethasbeenl
essv
it hanper
alt cei
vedenj
oymenti
naccount
ingf
orhedoni
csy
stem

107
use(
Hei
j
den,
2004;
Sun&Zhang,
2006;
Wu&Du,
2012)
.Thecent
ralgoaloft
hesest
udi
es

was t
hatsy
stem desi
gner
s and dev
eloper
s shoul
dincl
ude t
he hedoni
cfacet
sli
ke

mul
ti
medi
aint
eract
ivecont
ent
,aest
het
ical
l
yappeal
i
ngv
isuall
ayout
s,amongot
her
s,i
nto

pr
oduct
sdev
elopedsoast
opr
omot
etheuseorenabl
erepeat
eduseoft
hesy
stems.

2.
8.6Hedoni
candUt
il
it
ari
anPr
oductVal
ues

Userorconsumerbehav
iori
sst
rongl
ydr
ivenandi
nspi
redbyt
heper
cei
vedut
il
it
ari
anand

hedoni
cval
uesder
ivedf
rom pr
oductuse.Sat
isf
act
ioni
snol
ongersuf
fi
cientt
oat
tr
act

and r
etai
n cust
omer
s and user
s.Pr
iorr
esear
ch suggest
sthati
fconsumer
s hav
e

del
i
ght
fulexper
ienceswi
tht
heuseofapr
oduct
,theywi
l
lbemor
ewi
l
li
ngt
oremai
nloy
al

t
othecompanyandt
orepeatpur
chaseorbuyt
henextpr
oductf
rom t
hesamecompany

(
Samar
dži
j
a,2016)
.

2.
8.7Exper
ienceandUsabi
l
ity

Wi
thi
nthebr
oaderscopeofHCI
,UXi
sacompar
ati
vel
ynewdomai
n.Fur
ther e,“
mor UXi
s

aboutt
echnol
ogyt
hatf
ulf
il
lsmor
ethanj
usti
nst
rument
al(
pragmat
ic)needsi
nawayt
hat

acknowl
edgesi
tsuseasasubj
ect
ive,si
tuat
ed,compl
exanddy
nami
cencount
er.UXi
sa

consequenceofauser
’si
nter
nalst
ate,t
hechar
act
eri
sti
csofdesi
gnedsy
stem,andt
he

cont
extwi
thi
nwhi
cht
hei
nter
act
ionoccur
s”(
Hassenzahl&Tr
act
insky
,2006)
.Mor
eso,

t
hesebasi
cal
l
yinf
luenci
ngf
act
orsofUX ar
eal
somi
rr
oredi
ntheusabi
l
itydef
ini
ti
on.

Usabi
l
it sshowedas“
yi theext
entt
owhi
chapr
oductcanbeusedbyspeci
fi
eduser
sto

achi
evespeci
fi
edgoal
swi
thef
fect
iveness,ef
fi
ciencyandsat
isf
act
ioni
naspeci
fi
ed

cont
extofuse”(
ISO9241-
11,1998)
.Usabi
l
ityev
aluat
ionshav
elar
gel
yfocusedont
ask

or
ient
edconcer
nssuchasef
fi
ciencyandef
fect
ivenessmai
ntai
ningt
hatpr
oduct
swi
th

108
t
hesequal
i
tiesenabl
euser
stoaccompl
i
sht
her
equi
redt
asks,t
ocompl
eteandat
tai
n

t
hei
rgoal
s,andt
omaket
hem f
eelsat
isf
ied.I
nspi
teoft
hef
actt
hatusabi
l
ityi
soneoft
he

f
act
orsofUX (
ISO 9241-
210,2010)i
tisnonet
hel
essnotsuf
fi
cientt
o si
mpl
yhav
e

sat
isf
ieduser
s(Hassenzahl&Sandweg,
2004)
.Ther
efor
e,userneedst
oexper
iencemor
e

t
hatsat
isf
act
ionwi
tht
hepr
oductf
ori
ttobesubst
ant
ial(
Isl
eif
sdot
ti
r&Lar
usdot
ti
r,2008)
.

Consequent
ly,sev
eralUX f
ramewor
ks hav
e been dev
eloped t
o measur
ethe UX of

di
ff
erentpr
oduct
s.

2.
9Dy
nami
csofUX

2.
9.1TheTempor
alNat
ureofUserExper
ience

Anessent
ialf
aceti
ncompr
ehendi
ngt
hev
ari
ousl
evel
sofabst
ract
ionwhendescr
ibi
ngUX

i
sist
t empor
ali
tyort
imespan(
Law&Schai
k2010,Rot
oetal
.2011)
.Rot
oetal
.(2011)
,

f
oll
owi
ng t
he f
oot
stepsofDewey
,di
ff
erent
iat
ed bet
ween ‘
exper
ienci
ng’and ‘
a user

ex
per
ience’
.Thedy
nami
cnat
ureofUXi
sst
ressedwi
tht dexper
hewor ienci
ngandi
t

r
elat
est
othecont
inuousst
ream ofper
cept
ions,
int
erpr
etat
ionsandemot
ionsofaper
son

i
nter
act
ingwi
tht
echnol
ogy
.Howev
er auserexper
,‘ ience’ont
heot
herhandr
efer
stoan

encount
erwi
thasy
stem t
hathasast
artandanend,
thati
s,aper
iodofuse(
forexampl
e,

usi
nganav
igat
ort
ogetf
rom pl
acet
oanot
her
).I
nst
eadofi
tsdy
nami
cnat
ure,t
hist
erm

st
ressest
heout
comesandmemor
iesofexper
ienci
ng(
Olsson,
2012)
.

Rot
oetal
.(2011)pr
esent
edf
ourt
imespansofUX.Fi
rst
ly,
exper
iencecanbeant
ici
pat
ed,

t
hati
s,i
magi
nedi
nadv
ance.Secondl
y,exper
iencecanbemoment
ary
,whi
chr
elat
est
oa

def
ini
techangeofashor
t-
ter
mfeel
i
ngdur
ingi
nter
act
ion(
usual
l
ysensor
y,emot
ionalor

v
iscer
alexper
iences)
.Thi
rdl
y,exper
iencecanbeepi
sodi
c,whi
chr
elat
est
otheappr
aisal

109
ofagi
venepi
sodeofuseoract
ivi
ty,
andusual
l
yconsi
der
edar
e,f
orexampl
e,usef
ulness,

v
alueofpr
oduct
,conv
eni
enceofuseandpr
ivacy
.Last
ly,exper
iencecanbecumul
ati
ve

whi
chencompassest
hegener
alv
iewsonasy
stem i
ntot
ali
ty,af
terhav
ingusedi
tfora

per
iodoft
ime(
forexampl
e,associ
ati
onswi
thpr
oduct
s,t
rust
,soci
etali
mpl
i
cat
ions)
.The

pr
oductmi
ghtbeal
sodi
ff
erent
iat
edf
rom ot
herpr
oduct
sandi
tsv
alueev
aluat
edv
ia

soci
alpr
ocesses.Gener
all
y,suchi
nspect
ionoft
empor
ali
tyai
dsi
ncompr
ehendi
ngt
he

user
’ssi
det
oanexper
ience.Theev
olut
ionofcumul
ati
ve(
orl
ong-
ter
m)UX andt
he

phasescompr
isedi
nithav
ebeenst
udi
edby
,forexampl
e,Kar
apanosetal
.(2009)
.

Pr
iorst
udi
es hav
e concent
rat
ed essent
ial
l
yon shor
t-
¬ter
m ev
aluat
ions,when user
s

i
nit
ial
l
y/f
ir
stl
y per
cei
ve an i
nter
act
ive pr
oduct
,rat
hert
han l
ong-
¬ter
m usage.The

i
ndi
vi
dualper
cept
ionsofapr
oduct
’squal
i
tycanev
olv
eov
ert
ime.Ther
ear
eaf
ewwor
ks

t
hatshow ev
olut
ion i
n usabi
l
ity
,hedoni
cs and aest
het
ics per
cept
ions ov
ert
ime

(
Kar
apanos,Hassenzahl
,&Mar
tens,2008;v
onWi
l
amowi
tz-
¬Moel
l
endor
ff,Hassenzahl
,&

Pl
atz,
2006)
.Thedy
nami
csofUXhasbeenf
requent
lynot
edasbei
ngav
eryv
italr
esear
ch

f
iel
d,howev
ert
her
ear
eaf
ewbutl
i
mit
edl
ongi
tudi
nalst
udi
est
hathav
econcent
rat
edon

l
ong-
¬ter
m usage,bey
ondt
heper
iodofonemont
h(Kuj
ala,Rot
o,Väänänen-
¬Vai
nio-

¬Mat
ti
la,Kar
apanos,&Si
nnel
ä,2011;Ver
meer
en,Law,&Rot
o,2010)
,andmaj
ori
tyof

t
hesewor
ksut
il
izedahandf
ulof(
few)par
ti
cipant
s.Ev
ent
hought
her
ear
enumer
ous

l
ongi
tudi
nalst
udi
eswi
thi
ntheTAM r
esear
chf
iel
d,t
hati
s,t
het
echnol
ogyaccept
ance

domai
n(Kar
ahanna,St
raug,& Cher
vany
,2013;Venkat
esh& Br
own,2001)
,ther
ear
e

howev
erf
ew r
elat
ed st
udi
es wi
thi
nthe UX domai
n.Some f
ramewor
ks hav
e been

suggest
edt
hatexpl
aint
hev
ari
ousexper
ient
ialphasesofexper
iencef
rom ant
ici
pat
iont
o

r
efect
ion(
Kar
apanos,Zi
mmer
man,For
li
zzi
,&Mar
tens,2009;Kuj
ala,Vogel
,Pohl
mey
er,&

110
Obr
ist
,2013)
,and t
hatof
ferf
asci
nat
ing concept
ual
i
zat
ionsoft
hedy
nami
csofUX,

nonet
hel
esst
hesef
ramewor
ksdonotof
feri
nsi
ght
sint
othedy
nami
cchangesofuser

j
udgmentandhow v
ari
ousi
nter
act
ivef
eat
uresmaydy
nami
cal
l
ycont
ri
but
etoorhi
nder

usersat
isf
act
ionandaccept
anceov
ert
ime.

2.
9.2Cont
ext
:Ti
meandSi
tuat
edness

Oneoft
hedi
mensi
onsofUXi
sconcer
nedwi
tht
hecont
exti
nwhi
chani
nter
act
ionoccur
s.

Asaf
orest
ated,UXr
esear
cher
shav
efr
equent
lyhi
ghl
i
ght
edt
hedy
nami
candsi
tuat
ed

nat
ureofUX (
Hassenzahl
,2010;Hassenzahl& Tr
act
insky
,2006;Law etal
.
,2009)
,

(
McCar
thy&Wr
ight
,2004;Rot
oetal
.,2011;Ver
meer
enetal
.
,2010)
.Int
hisst
udy
,the

t
empor
alandsi
tuat
ional
facet
sofUXar
esy
nopsi
zedundert
hecanopyof“
cont
ext
”.

UX i
sti
me-
dependent
.Thespat
io-
tempor
alt
hreadi
nMcCar
thyandWr
ight
’s(
cit
ati
on)

modelexpl
ainst
his.Fori
nst
ance,amobi
l
ephonet
hati
sini
ti
all
yper
cei
vedasbeaut
if
ul

mayf
orf
eiti
tscapabi
l
ityt
ocapt
ivat
eandf
asci
nat
east
heuserownsi
tforsomeper
iodof

t
ime (
Hassenzahl
,2010)
.Ther
efor
e,f
acet
s of hedoni
c qual
i
ty(
sti
mul
ati
on) may

depr
eci
ateov
ert
ime(
Kar
apanosetal
.,
2009;v
onWi
l
amowi
tz-
¬Moel
l
endor
ffetal
.
,2006)
.

Howev
er,i
n ot
heri
nst
ances,pr
oductat
tachmentwi
thr
egar
dto hedoni
c qual
i
ty

(
ident
if
icat
ion)mayi
ncr
easeov
ert
ime(
Kar
apanosetal
.
,2009)
.Kar
apanosetal
.(2009)

r
ecommendt
hreest
agesoft
empor
alUXdev
elopment
:i)or
ient
ati
on,i
i
)incor
por
ati
on,

andi
i
i)i
dent
if
icat
ion:Thef
ir
stphasei
sbr
oughtaboutbyef
for
tst
ogetacquai
ntedand

f
ami
l
iarwi
thapr
oduct
,whi
l
eint
hesecondphase,t
heuserbegi
nst
oint
egr
ateapr
oduct

andi
tsf
unct
ional
i
tyi
ntoev
ery
dayl
i
fe.Thel
astphaseexpl
ainst
hephasei
nwhi
cht
heuser

cul
ti
vat
esanemot
ional
att
achmentt
othepr
oduct
.

111
Rot
oetal
.(2011)r
ecommenddi
sti
ngui
shi
ngbet
weent
hef
ourt
empor
alcl
assi
fi
cat
ionsof

UX:ant
ici
pat
edUX,moment
aryUX,epi
sodi
cUX,andcumul
ati
veUX(
Rot
oetal
.
,2011)
.

Ant
ici
pat
edUXoccur
sbef
oreuse;t
heuseri
magi
neshowi
twoul
dfeell
i
ket
out
il
izet
he

pr
oduct
.Moment
aryUX expl
ains si
ngl
e exper
ient
ial“
snapshot
s”(
forexampl
e,i
na

moment
,secondsormi
nut
es)dur
ingani
nter
act
ion(
Ver
meer
enetal
.
,2010)
.Epi
sodi
cUX

l
i
nkspi
ecesofmoment
aryUXr
etr
ospect
ivel
y,f
ori
nst
ance,apr
eci
seencount
erwi
tht
he

pr
oduct
.Howev
er,t
heev
aluat
ionsofr
etr
ospect
iveUXar
eaf
fect
edbyhumancogni
ti
on

bi
ases(
Hassenzahl
,2010;
Kahnemanetal
.,
2004)
.Cumul
ati
veUXcompr
isesanumberof

i
nter
act
ionswi
tht
hesy
stem ov
eral
ongert
imeper
iod(
Forexampl
e,weeksormont
hs)
.

Ver
meer
enetal
.(2010)addi
ti
onal
l
ydi
ff
erent
iat
edbet
weent
wot
ypesofepi
sodi
cUX,
that

i
s,si
ngl
etask-
ori
ent
edepi
sodesand“
typi
calt
estsessi
ons”compr
isi
ngsev
eralt
asks

(
Ver
meer
enetal
.,2010)
.Aswi
thmostoft
hepr
iorst
udi
es(
Bar
gas-
Avi
l
a&Hor
nbæk,

2011)
,thest
udywi
l
lty
pical
l
yassessUXaf
teruse.

TheconceptofUXcanhav
emanyt
imespans:bef
oreusage,dur
ingusage,af
terusage,

andov
ert
ime(
Rot
oetal
.
,2010)
.Theopt
imalt
imespanf
ort
heev
aluat
ionofUXi
sst
il
l

v
agueandi
tsneedf
ulf
ori
ttobemor
especi
fi
cal
l
ydef
inedwi
thi
nthecont
extofast
udy

(
Kuj
alaetal
.2011)
.UXcoul
dbeanexper
iencebef
oreusage(
ref
lect
ingont
heant
ici
pat
ed

useoft
hei
nter
act
ivesy
stem)andal
soaf
tersy
stem useoft
hei
nter
act
ivesy
stem,
whi
ch

dbeepi
coul sodi
c,andt
hatr
efl
ect
sont
heact
ual
syst
em usageexper
i orcumul
ence, ati
ve,

r
ecol
l
ect
ingmul
ti
pleper
iodsofsy
stem use.Longi
tudi
nalexper
iencecapt
ures t
heUXof

i
nter
act
ive sy
stems ov
ert
ime.UX ev
olv
es ov
ert
ime;howev
eri
tal
so i
s si
tuat
ion-

dependent
.Wher
eas i
n one si
tuat
ion a usermay
be wal
ki
ng dur
ing t
he use ofa

smar
tphone,i
nanot
hersi
tuat
ionausermay
besi
ti
ngwhi
l
ethedev
icei
sused.Thi
s

112
si
tuat
ednesst
heni
mpact
stheUX,ev
ent
hought
hesameki
ndofact
ivi
tyi
sbeencar
ri
ed

out(
Bar
gas-
Avi
l
a&Hor
nbæk,
2011)
.

2.
9.3UXov
erTi
me

AsKar
apanosetal
.(2009)posi
ts,
UXi
stempor
alandt
husev
olv
esov
ert
ime.Väänänen-

Vai
nio-
Mat
ti
la etal
.(2011)al
so st
ressed t
hathedoni
c pr
oductqual
i
ties ar
e mor
e

i
mpor
tanti
nlong-
ter
m use.Pr
iorr
esear
ch i
n HCIhast
radi
ti
onal
l
yconcent
rat
ed on

ex
per
iencest
hatar
e‘f
ir
st-
ti
me’
,nonet
hel
essonl
y36%ofst
udi
eswer
ecar
ri
edoutov
era

l
ong-
¬ter
m per
iodofuse(
Ver
meer
enetal
.,
2010)
.Inspi
teofsev
eralcur
rentcal
l
sfort
he

needt
olooki
ntot
hepl
aceoft
imei
nHCIr
esear
ch(
Cour
age,Jai
n,&Rosenbaum,2009;

Hassenzahl&Tr
act
insky
,2006;Kar
apanos,Zi
mmer
man,For
li
zzi
,
&Mar
tens,2009a)
,onl
y

af
ew wor
kshav
eexami
nedhow t
imemaycont
ri
but
einshapi
ngi
ndi
vi
dualmot
ivat
ions

andbehav
ior
s,andhowt
hismayhav
einf
luenceonUX(
Zhang,
Aikman,
&Sun,
2008)
.Thi
s

i
sasar
esul
tsoft
hepr
act
ical
i
tiesofcar
ryi
ngoutl
ongi
tudi
nalst
udi
es,t
hati
sbot
hti
me-

¬consumi
ng and cost
lybecauseoft
hemet
hodol
ogyused (
Kuj
ala,Rot
o,Väänänen-

¬Vai
nio-
¬Mat
ti
la,
Kar
apanos,
&Si
nnel
ä,2011;
Law&v
anSchai
k,2010)
.

Ther
ear
efewbutl
i
mit
edt
heor
eti
calf
ramewor
kst
hatexpl
aint
het
empor
ali
tyofUX.The

i
nit
ialseedsemanat
edf
rom ahol
i
sti
cappr
oach,f
ori
nst
ance,For
li
zziandBat
tar
bee

(
2004)
,expl
ained t
he t
ransf
ormat
ion ofexper
ience,t
hati
tisf
orms f
ir
sti
nthe

unconsci
ous,t
hent
ransf
ormedi
ntoacogni
ti
vest
ate,whi
cht
henshowsf
ort
hasan

ex
per
iencet
hatcanbeshar
edbyot
her
svi
asoci
ali
nter
act
ion.I
naddi
ti
on,McCar
thyand

Wr
ight(
2004)al
sodescr
ibedexper
iencewi
thr
espectt
osense-
¬maki
ngt
hati
smadev
ia

si
xact
ivi
ti
esf
rom ant
ici
pat
ion t
orecount
ing;howev
er,t
her
eisa st
andi
ng bodyof

113
l
ongi
tudi
nalst
udi
esi
nManagementI
nfor
mat
ionSy
stems(
MIS)ar
eat
hatf
ocuseson

pr
oductadopt
ion(
Dav
is,
1993;
Kar
ahanna,
Str
aug,
&Cher
vany
,2013;
Venkat
esh&Br
own,

2001;
Venkat
eshetal
.,
2003)
.

Amongt
hel
i
ttl
epubl
i
shedl
ongi
tudi
nalwor
ksi
nUX,t
heconcent
rat
ionhashowev
erbeen

l
argel
yonshor
tti
meper
iodsofuseandi
nter
act
ionst
hatr
angedf
rom day
stoaf
ew

weeks,and t
hat f
requent
lyi
nvol
ved a f
ew number of par
ti
cipant
s(Kar
apanos,

Zi
mmer
man,
etal
.,
2009a;
Kuj
alaetal
.,
2011)
.Howev
er,
ther
ear
eli
mit
edwor
kst
hathav
e

concent
rat
edont
hedy
nami
cnat
ureofUXov
ermont
hs.Fori
nst
ance,Mendoza,Nov
ick

andPaso(
2005)car
ri
edoutanei
ghtweekl
ongi
tudi
nalr
esear
cht
oexami
nehowusabi
l
ity

mayev
olv
eov
ert
ime.Theyt
rackedt
heexper
ienceofmi
ddl
eschoolt
eacher
sast
hey

dev
elopedwebsi
tes,
anddi
scov
eredt
hel
evel
soff
rust
rat
ionf
ellast
heypr
ogr
essedf
rom

nov
icet
oexper
ienceduser
s.Fur
ther
mor
e,Kar
apanos,HassenzahlandMar
tens(
2008)

car
ri
edoutaf
ive-
¬weeki
n-dept
hdi
aryst
udywher
e10par
ti
cipant
susedani
nter
act
iveTV

poi
nti
ngdev
ice.Thest
udyr
eveal
edt
hati
nit
ial
l
yeaseofuseandusef
ulnesswasv
ital
,

howev
ert
her
ewasl
aterashi
ftt
oident
if
icat
ion(
soci
almeani
ng)ov
ert
imet
hatwas

medi
ated by goodness (
sat
isf
act
ion)
;wher
eas on t
he ot
herhand,beaut
yini
ti
all
y

associ
atedt
ost
imul
ati
on(
nov
elt
y),butl
osti
tsappealov
ert
ime.Rel
atedout
comeswer
e

r
eveal
edi
nal
aterr
esear
chconduct
edbyKar
apanos,Zi
mmer
man,etal
.
,(2009a)t
hat

used6par
ti
cipant
sforf
ive-
weeksaf
tert
hei
rpur
chaseofamobi
l
ephone.I
nthest
udy
,

hedoni
cexper
iences(
nov
elt
y)f
aded,andwasr
epl
acedwi
thadi
ff
erenthedoni
cqual
i
ty

(
meani
ngexper
ience)
,andl
ong-
¬ter
m usabi
l
ityandusef
ulnessbecamemor
esi
gni
fi
cant
.

VonWi
l
amowi
tz-
¬‐Moel
l
endor
ff,HassenzahlandPl
atz(
2006)car
ri
edoutaconcent
rat
ed

st
udywi
th7peopl
eut
il
izi
ngar
etr
ospect
ivei
nter
viewt
echni
quet
ocapt
uret
hechangesi
n

114
user
s’per
cept
ions t
othe usage oft
hei
rmobi
l
e phones.Thei
rst
udyr
eveal
ed t
hat

pr
agmat
icper
cept
ionsenhancedov
ert
ime,wher
eashedoni
csdepr
eci
atedasar
esul
tof

usagef
ami
l
iar
it
y.Magni
,Susan Tay
lorand Venkat
esh (
2010)i
nvest
igat
ed ‘
Per
sonal

I
nnov
ati
veness i
nIT’(
PII
T).The st
udy exami
ned user
s’i
ntent
ions t
o expl
ore new

t
echnol
ogy
,toget
herwi
thhedoni
candi
nst
rument
alf
act
orsov
eraone-
¬yearper
iodt
hat

i
nvol
vedt
wot
imepoi
nts(
adopt
ionandpostadopt
ion)
.Thest
udyi
ndi
cat
edt
hatcur
iosi
ty

i
mpact
edi
ntent
ionofuser
stoexpl
oret
echnol
ogy
,andov
ert
imehedoni
cfact
orsdecl
i
ned,

wher
easont
heot
herhand,ut
il
it
ari
anf
act
orsi
mpr
oved.Mor
eov
er,user
swi
thhi
ghPI
IT

wer
emor
eli
kel
ytof
orm ani
ntent
iont
oexpl
orenov
elt
echnol
ogy
,incompar
isont
olow

PI
ITuser
s.Equal
l
y,Kar
ahannaetal
.(2013)di
scov
eredt
hatast
heknowl
edgeofuser
s

aboutt
echnol
ogy i
ncr
eased ov
ert
ime,t
hei
rat
ti
tudes ar
e al
so i
mpact
ed mor
e by

i
nst
rument
ali
ty,ai
dingt
hef
indi
ngofnewf
eat
uresanduses.I
nsum,pr
iorr
esear
chi
nUX

hasconcent
rat
edonuser
s’i
nit
ialexper
iencewi
thi
nter
act
ivepr
oduct
s;howev
er,af
ew

l
ongi
tudi
nalst
udi
eswer
econduct
edbey
ondsomef
ewweeks,
frequent
lyempl
oyi
ngsmal
l

numberofpar
ti
cipant
s,wher
eadear
thofunder
standi
ngofhow sev
eralf
act
ors(
for

ex
ampl
e,i
nter
act
ivi
ty,af
fect
,anduserdi
ff
erence)i
mpact
sonusersat
isf
act
ion(
Har
t,

2014)
.

2.
10Cont
rast
ingUXwi
thOt
herConcept
sRel
atedt
oHCI

UXwi
thi
tsal
l
-embr
aci
ngdef
ini
ti
onscanbewel
l
-thought
-outasacanopyt
ermt
hatpul
l
s

t
oget
hersev
eralr
elat
edconcept
sconnect
edt
opeopl
e’
sreact
ionst
oandassoci
ati
ons

wi
tht
echnol
ogi
calsy
stems,t
oget
herwi
tht
hepr
oper
ti
esofpr
oduct
sandser
vicest
hat

maket
hem.Sev
eralr
esear
char
easar
erel
atedt
oUX,v
iz:cogni
ti
veer
gonomi
cs,human

f
act
ors,af
fect
ivecomput
ing,aest
het
icsandev
enusabi
l
ity
.Todef
inef
urt
hert
hef
ocal

115
domai
nofUX,
iti
snextdi
sti
ngui
shedf
rom t
heconcept
sofusabi
l
ity
,useraccept
anceand

cust
omerv
alue.

2.
10.
1Usabi
l
ity

Asear
li
ernot
ed,usabi
l
ityi
sat
ermr
efer
ri
ngt
othedegr
eet
owhi
chausercanusea

pr
oductsoast
oachi
eveagi
vengoal(
Nor
man2002)
.TheI
SO 9241-
11(
ISO,1998)

def
inesusabi
l
ityas“
theext
entt
owhi
chapr
oductcanbeusedbyspeci
fi
eduser
sto

achi
evespeci
fi
edgoal
swi
thef
fect
iveness,ef
fi
ciencyandsat
isf
act
ioni
naspeci
fi
ed

cont
extofuse”
.Oneoft
hef
ir
stf
acet
sthatwer
ewel
l
-thought
-outasev
idencet
hat

suppor
ttheconceptofUXwast
heout
comest
hatper
cei
vedbeaut
yst
rongl
yimpact
s

per
cei
vedusabi
l
ity(
Tract
inskyetal
.,2000)
.Li
kewi
se,Bl
ytheetal
.
,(2003)pr
esent
edt
he

concept
soff
unandengagementi
nthesci
ent
if
icdi
scussi
onont
heneedt
oext
endt
he

conceptofusabi
l
ity(
Desmet&Hekker
t,2007,Hassenzahletal
.
,2006,Hassenz
ahl&

Ul
l
rich,
2007,
Law& Schai
k,2010)
.Gener
all
y,asUXt
il
tst
owar
dsamor
eemot
ional
l
y

appeal
i
ngassoci
ati
onbet
weent
heuserandt
hepr
oduct
,iti
sessent
ialt
oknowwhent
he

i
nter
act
ion i
s notgoal
-or
ient
ed (
forexampl
e,i
nfor
mal
l
ylear
ning t
o use a pr
oduct
,

ex
plor
ingt
hef
eat
uresofapr
oductf
orf
un,
orot
hercasuali
nter
act
ion)
.Ther
efor
e,f
orUX,

t
het
imespentont
hei
nter
act
ionshoul
dnotbeseenasascar
cer
esour
ceandt
heusage

ofr
esour
cesshoul
dbebal
ancedwi
thpot
ent
ialout
comes(
forexampl
e,achi
evi
nggoal
s).

Usabi
l
ityasapr
oductqual
i
tyi
sregar
dedasast
rongl
ycont
ri
but
ingf
aceti
ngener
ati
nga

goodUX,
howev
er“
iti
sjustonepar
tofi
t”(
Rot
o2006)
.

Tabl
e3.Di
ff
erencesbet
weent
heConcept
sofUsabi
l
ityandUserExper
ience.

Aspect Usabi
l
ity Userexper
ience

116
 Ref
ersmai
nlyt
o Aproductqual
it
y:product
s Person’
sexper
ient
ial
out
comeofi
nter
act
ing
haveproper
ti
esthatmaket hem wit
ht hepr
oduct
usabl
e

Scope Ef
fi
ciencyandef
fect
ivenessof Mor
ecompr
ehensi
ve,
cov
eri
ngal
so

useandt
askcompl
eti
on exper
ient
ial
andemot
ional
aspect
s

Assessment Obj
ect
ive(
e.g.
,obj
ect
ive Subj
ect
ive,
basedont
hewaypeopl
e

goodnessoft
hepr
oduct
) exper
ienceandj
udgepr
oduct
s

Dy
nami
cs Rel
ati
vel
yper
sist
ent I
nher
ent
lydy
nami
c

Goal
s Do-
goal
s Be-
goal
s

Desi
gnf
ocus Remov
ingnegat
ivef
act
orsi
n Creati
ngposi t
iveoutcomesoft he
i
nteracti
on( e.
g.,st
imulat
ion,
appeal,
joy
,
desi
gn(e.
g.,probl
ems,bar
ri
ers, excit
ement )andsurpassinguser
fr
ust
rat
ion,discomfor
t) expectat
ions

“Nowit
’snolongeradequat
ejustt
oav
oidbadexper
iences,
wehav
etof
indmet
hodsf
ordesi
gni
nggood
ones”(
Blyt
heetal.2003)

2.
10.
2UserAccept
ance

Useraccept
ance ot
her
wise known as t
echnol
ogyaccept
ance r
elat
es t
othe user
’s

wi
l
li
ngness(
int
ent
ion)t
oaccept(
adopt
)andputi
ntouset
heav
ail
abl
esy
stemsand

ser
vices(
Venkat
esh etal
.,2003)
.TheDav
is’
s(1989)i
nit
ialt
echnol
ogyaccept
ance

model(
TAM)mai
ntai
nst
hatuseraccept
ancei
spr
imar
il
yinf
luencedbyper
cei
vedease

ofuse (
free ofef
for
t)and per
cei
ved usef
ulness (
enhancementofa user
’sj
ob

per
for
mance)
.Moor
eandBenbasat(
1991)br
oadenedt
hiscov
eragebyof
fer
ingasetof

measur orr
esf elat
iveadv
ant
age(
“thedegr
eet
owhi
chani
nnov
ati
oni
sper
cei
vedas

bei
ngbet
tert
hani
tspr
ecur
sor
”)compat
, ibi
l
ity(
“…per
cei
vedasbei
ngconsi
stentwi
tht
he

exi
sti
ngv
alues,needs,andpastexper
ienceofpot
ent
ialadopt
ers”
),andv
olunt
ari
nessof

use(
“…useoft
hei
nnov
ati
oni
sper
cei
vedasbei
ngv
olunt
ary
,oroff
reewi
l
l”)
.Mor
eov
er,

Kaasi
nen(
2005)al
sosuggest hatt
edt rusti
mpact
suseraccept
ance,wi
thr
efer
encet
o

per
cei
vedt
echnol
ogyr
eli
abi
l
ity
,rel
i
anceoni
tsser
viceandt
heuser
’sconf
idenceofbei
ng

117
i
ncont
rol
.

I
nor
dert
odi
ff
erent
iat
ebet
weenUXanduseraccept
ance,i
tisv
italt
onot
ethatuser

accept
ancei
ncl
udesmai
nlypr
agmat
icqual
i
ties,l
i
keper
cei
vedusef
ulnessnonet
hel
ess,

att
hesamet
imei
tal
soconsi
der
stheuser
’sv
alues,
pri
orexper
iencesandv
olunt
ari
ness,

whi
chcanber
egar
dedasi
nher
entf
acet
sinUXal
so.LawandSchai
k(2010)ascer
tai
ned

t
hat“
model
soft
echnol
ogyaccept
ance[
…]donotat
temptt
omodeli
ndi
vi
dual
s’act
ions

onspeci
fi
coccasi
ons,buti
nst
eadf
ocusonr
egul
ari
ti
esi
nbehav
ior
,consi
stentpat
ter
ns

ofact
ion,r
esponset
endenci
es”
.Thus,possi
blyt
hekeyv
ari
ancei
sthataccept
ance

model
susual
l
yexami
net
echnol
ogyadapt
ati
onf
rom asoci
etall
evelandwi
thst
ati
sti
cal

met
hods,
whi
l
eUXont
heot
herhand,
concent
rat
esont
heper
sonall
evelwi
thqual
i
tat
ive

met
hods.I
n addi
ti
on,t
he t
empor
alv
iewpoi
nti
s di
ff
erent
.Whi
l
e useraccept
ance

concent
rat
esmaj
orl
yont
hei
nit
ialadopt
iondeci
sion,UXi
showev
erf
ocusedi
nal
lthe

phasesofpr
oductl
i
fecy
clet
oget
herwi
thhowt
heexper
iencechangesov
ert
ime(
Olsson,

2012)
.

2.
10.
3Cust
omerVal
ue

Cust
omerv
alue i
s anot
herr
elev
antconceptt
hathas i
ts sour
ce i
n mar
ket
ing and

economi
cs.“
[Cust
omer
]val
uei
stheconsumer
’sov
eral
lassessmentoft
heut
il
it
yofa

pr
oductbasedonper
cept
ionsofwhati
srecei
vedandwhati
sgi
ven”(
Zei
thaml
,1988)
.In

addi
ti
on,Hol
brook(
1996)st
ressedt
hatcust
omerv
aluei
scompar
ati
vei
nthatonemust

make ut
il
it
y compar
isons bet
ween obj
ect
s:“
An i
nter
act
iver
elat
ivi
sti
c pr
efer
ence

ex
per
ience”
.Int
hesamewayasUX,
theconceptofcust
omerv
aluehasbeendescr
ibedi
n

v
ari
ousst
andpoi
nts.Woodr
uff(
1997)hi
ghl
i
ght
edar
easofconsensualagr
eementi
nthe

118
t
heor
ies,summar
izedasf
oll
ows:i
)cust
omerv
aluei
s“i
nher
enti
norl
i
nkedt
hrought
he

uset
o somepr
oduct
”;i
i
)iti
ssomet
hing per
cei
ved bycust
omer
sinst
ead ofbei
ng

obj
ect
ivel
ydet
ermi
nedbysel
l
ers,and;i
i
i)i
tencompassesat
rade-
offbet
weenwhati
s

r
ecei
ved(
forexampl
e,qual
i
ty,
benef
it
s,wor
th,
andut
il
it
ies)andwhati
sgi
venupt
oobt
ain

andut
il
izet
hepr
oduct(
forexampl
e,pr
ice,
eff
ort
,andsacr
if
ices)
.

Sequelt
othesedef
ini
ti
ons,t
her
eappear
stobeanumberofpar
all
elsbet
weenUXand

cust
omerv
alue.Fori
nst
ance,cust
omerv
alueal
sodoesnotr
esi
dei
nthepur
chasebut

i
nst
eadi
nthesubj
ect
iveconsumpt
ion/
usageexper
ience(
s)der
ived.Howev
er,t
her
ear
e

somev
ari
ances,per
chancemai
nlyor
igi
nat
ingf
rom t
hedi
sci
pli
nest
hatt
heconcept
s

denot
e.Fi
rst
ly,cust
omerv
alue st
resses t
he bal
ance bet
ween ef
for
tand per
cei
ved

benef
it
s.Ther
efor
e,cust
omerv
aluer
egar
dst
hepr
oduct
’squal
i
tiesmor
ehol
i
sti
cal
l
y,and

encompassi
ng,f
orexampl
e,br
and,pr
iceandot
herpai
def
for
t,whi
cht
ypi
cal
l
yar
enot

ov
ert
lyspeci
fi
edi
ntheUXf
ramewor
ks.Secondl
y,UXi
smor
eemot
ional
l
yor
ient
ed(
thati
s,

t
hepsy
chol
ogi
calv
ersuspr
oduct
-cent
eredor
ient
ati
ons)
.Thi
rdl
y,whi
l
eUXi
sint
eract
ion-

f
ocused,cust
omerv
alueconcent
rat
esmor
eont
her
esul
ts.Nev
ert
hel
ess,t
het
imespan

oft
hewhol
eUXcanber
egar
dedassomewhatcl
oset
otheconceptofv
aluei
nthi
s

r
espect
.Four
thl
y,v
alueappear
stobeal
way
sdet
ermi
nedconsci
ousl
yandr
ati
onal
l
y(t
hat

i
s,a r
easoned deci
sion aboutt
he v
alue)
.Last
ly,mar
ket
ing as a di
sci
pli
ne can be

consi
der
edasbei
ngmor
eint
erest
edi
nfacet
sconnect
edt
oboost
ingandsel
l
ingpr
oduct
s,

whi
l
eUXont
heot
herhand,i
sint
erest
edi
nhow t
heuseofapr
oducti
nfl
uencesi
ts

per
cei
vedv
alueandhowsuccessf
ulpr
oduct
sar
edesi
gned(
Olsson,
2012)
.

Pr
iorr
esear
chr
epor
tst
hatposi
ti
veUX hasi
nfl
uenceont
hef
inanci
alaspect
sand

cust
omerr
ecommendat
ionsofpr
oduct
s/ser
vices(
Kuj
alaetal
.2011)
.Samar
dži
j
a(2016)

119
i
ndi
cat
edt
hatUXhasef
fectont
heuser
s’per
cept
ionofr
ecei
vedbenef
it
s,asar
esul
tof

i
nter
act
ivesy
stem’
suseandal
sor
epor
tst
hatt
hemostusedut
il
it
ari
anqual
i
tiesar
ethe

cont
roland usabi
l
ity oft
he pr
oduct
s whi
l
ethose ofhedoni
c char
act
eri
sti
cs ar
e

st
imul
ati
on and aest
het
ics.Though ut
il
it
yasadi
mensi
on hasasomewhatst
rong

suppor
tint
heHCIl
i
ter
atur
e,howev
eri
nthei
nfor
mat
ionsy
stem st
andpoi
nti
thasi
ts

pl
acemor
eint
hebenef
it
s(per
cei
vedv
alues)di
mensi
on(
Seddon,
1997)
,andaf
ter
mat
hs

ofpr
oductuse,
rat
hert
hanper
cept
ionsandj
udgment
sabouti
nter
act
ionwi
tht
hesy
stem

(
Samar
dži
j
a,2016)
.

Samar
dži
j
a’s(
2016)wor
kpr
emi
sedonUXqual
i
ty,wi
thapost
ulat
iont
hati
timpact
son

t
hei
ndi
vi
dual
s’per
cept
ionofr
ecei
vedbenef
it
s,asanout
comeoft
heuseofapr
oductor

sy
stem.UXqual
i
tycanbet
hekeysuccessdr
iverf
ori
nter
act
ivedi
git
alsy
stems.Fr
om a

l
i
ter
atur
erev
iew out
comes,t
he most
lyut
il
ized ut
il
it
ari
an at
ti
t e cont
udes ar roland

usabi
l
ityoft
hepr
oduct
s,whi
l
ehedoni
cat
tri
but est
esar imul
ati
onandaest
het
ics.Though

ut
il
it
yat
tri
but
eisr
elat
ivel
yst
rongl
ysuppor
tedi
ntheHCIl
i
ter
atur
e,howev
erf
rom t
he

i
nter
act
ivesy
stem st
andpoi
nti
tfi
tsmor
eint
hebenef
it
saspect(
Seddon,1997)
,and

r
esul
tsofpr
oductusage,i
nst
eadofj
udgment
soft
hei
nter
act
ionwi
tht
hesy
stem.

Consequent
lySamar
dži
j
a(2016)mai
ntai
nedt
hismeasur
easnetbenef
it
s(per
cei
ved

v
alues)at
tri
but
e.

2.
10.
4Exper
ienceEconomy

Thecont
empor
arymar
keti
sgi
nger
edbywhatpr
oduct
shav
etoof
ferbey
ondt
hebasi
c

f
unct
ional
i
tiessoast
oat
tractandkeepconsumer
s.Si
ncet
radi
ti
onalappr
oachesar
e

l
osi
ngt
hei
ref
fect
iveness,
resear
cher
sar
ekeenl
yconsi
der
ingnewappr
oachest
oat
tr
act

120
and keep consumer
s and make busi
nesses st
ay on t
op oft
he mar
ket
.Sev
eral

r
esear
cher
sadv
ocat
eforast
rongerf
ocusonconsumer
sast
hekeypat
hwayt
oat
tai
na

l
ong-
last
ing compet
it
ive adv
ant
ages f
orbusi
nesses (
Gent
il
e,Spi
l
ler
,& Noci
,2007;

Samar
dži
j
a,2016)
.Consumer
s notonl
y seek ut
il
it
ari
an v
alue ofuse (
funct
ional
,

i
nst
rument
al,and pr
act
icalbenef
it
s),t
hey al
so l
ook f
oremot
ionalhedoni
cval
ue

(
exper
ient
ial
,andenj
oyment
-associ
atedbenef
it
s)(
Chi
tt
urietal
.
,2008)
.User
sfr
equent
ly

seeksensat
ionsonsev
eralsensor
ychannel
ssoast
ohav
eapl
easur
abl
eexper
ienceof

pr
oductuse(
Hol
brook&Hi
rschman,
1982)
.Ther
ehasbeenaofshi
ftser
viceof
fer
ingt
o

t
heof
fer
ingofexper
ienceandt
hisneweconomi
calphenomenoni
st medexper
er ience

economy(
Pine&Gi
l
mor
e,1999)
.Cust
omer
s/user
sar
enotj
ustsat
isf
iedwi
tht
heuseof

pr
oductt
heynonet
hel
essal
sowantt eagr
ohav eatexper
ienceast
heyar
eusi
ngt
he

pr
oduct(
Pine & Gi
l
mor
e,1999)
.Wher
eas pr
evi
ous economi
c of
fer
ings (
such as,

commodi
ti
es,goods,and ser
vices)ar
e ext
ernalt
othe cust
omer
,exper
iences ar
e

howev
erper
sonal
.Theyoccurandar
eonl
ypr
esenti
nthemi
ndofaper
sonwhohasbeen

i
nvol
vedonanemot
ional
,phy
sical
,i
ntel
l
ect
ual
,orev
enspi
ri
tual
lev
elofengagementwi
th

apr
oduct(
Pine& Gi
l
mor
e,1998)
.Exper
iencesar
euni
quet
oindi
vi
dualast
heone

exper
iencedbyoneper
soni
scer
tai
nlynott
hesamewi
thoneencount
eredbyanot
her

per
son.Exper
iencei
sasr
ealanof
fer
ingasanyser
vice,
good,
orcommodi
ty.I
tisnotan

amor
phousconst
ruct(
Pine&Gi
l
mor
e,1998)
.

Asnewt
echnol
ogi
esl
i
kei
nter
act
ivegames,
Int
ernetchatr
oomsandmul
ti
-pl
ayergames,

mot
ion-
basedsi
mul
ator
s,andv
irt
ualr
eal
i
tyemer
ge,soar
enew genr
esofexper
ience

enabl
ed,(
Pine&Gi
l
mor
e,1998)
.Int
elChai
rman,Andr
ewGr
ovest
atedatt
heNov
ember

1996COMDEXcomput
ert
radeshow,i
naspeecht Weneedt
hat“ olookatourbusi
ness

121
asmor
ethansi
mpl
ythebui
l
dingandsel
l
ingofper
sonalcomput
ers.Ourbusi
nessi
sthe

del
i
ver
yofi
nfor
mat
ionandl
i
fel
i
kei
nter
act
iveexper
iences”(
Pine&Gi
l
mor
e,1998)
.The

ent
ir
e i
nter
act
ion exper
ience concept i
s mai
nly r
esponsi
ble f
or t
he Appl
e

pr
oduct
s’(
iPhone,
iPad,
Appl
eWat
ch)enor
mousandl
eadi
ngsuccess.

AsHassenzahl(
2013)st
ated,somest
udi
esdemonst
rat
ethatexper
ient
ialpur
chases,

(
thati
s,t
hosel
i
nkedt
otheexper
iencesani
ndi
vi
dualencount
ered,
li
keconcer
ts,
dinner
s,

j
our
ney
s)makepeopl
emor
ehappyt
hanmat
eri
alpur
chases(
thati
s,t
hepr
ocur
ementof

t
angi
blegoods,
li
kecl
othi
ng,
jewel
ry,
andst
ereoequi
pment
,et
c.)ofsi
mil
arv
alue.Gent
il
e

etal
.(2007)cont
endt
hat
,ir
respect
iveoft
hecont
ext
,consumer
swantt
ohav
eposi
ti
ve

usageexper
iences,andt
hati
tisv
italt
opr
ovi
deasuf
fi
cientbal
ancebet
weenut
il
it
ari
an

and hedoni
cval
ues.Cust
omer
s assess pr
oduct
s/ser
vices bot
hin obj
ect
ive and

subj
ect
ivemanner
.Obj
ect
ivedi
mensi
onconcent
rat
esonut
il
it
ari
ani
nst
rument
ali
ty(
for

exampl
e,howi
stheobj
ectusef
ulorbenef
ici
al)
,andhedoni
cdi
mensi
onf
ocusesont
he

exper
ient
ialaf
fect
srel
atedt
otheobj
ect(
forexampl
e,how ar
ether
elat
edf
eel
i
ngs

pl
easantandagr
eeabl
e)(
Bat
ra&Aht
ola,
1991)
.Besi
dest
her
esear
chi
nut
il
it
ari
anv
alues,

r
esear
ch on t
he hedoni
cval
ues ofpr
oduct
s has al
so been addr
essed i
n sev
eral

di
sci
pli kesoci
nesl
i ology
,psy
chol
ogy
,economi
cs,andl
atel
yandv
eryv
igor
ousl
yint
he

human comput
eri
nter
act
ion domai
n.Cust
omer
s ar
e no l
ongerconsi
der
ed as j
ust

r
ati
onaldeci
sionmaker
sbutasexper
iencedexper
ient
ialseeker
s.I
nli
ter
atur
esr
elat
edt
o

mar
ket
ingt
hisnewpar
adi
gm i nedunderconsumer
sexami /cust
omerexper
ience,whi
l
e

i
ntour
ism l
i
ter
atur
eiti
sexpl
ored t
our
ism exper
ience.Howev
er,i
nhumancomput
er

i
nter
act
ion(
HCI
)fi
eldi
tisconsi eduserexper
der ience(
UX)
.Inal
lthr
eef
iel
ds,t
her
eis

mut
ualagr
eementt
hatpr
oductusageorconsumpt
ionshoul
dbeconcent
rat
edont
he

122
cr
eat
ionofposi
ti
vehedoni
cexper
iencesandnotj
ustonmer
eful
fi
ll
i
ngofut
il
it
ari
an

needs Samar
dži
j
a,2016)
.Fur
ther
mor
e,r
esear
cher
s hav
e al
readyposi
ted t
hathi
gh

qual
i
tyofUXaf
fect
suser
’sl
oyal
tyt
owar
dspr
oduct
s(Law&v
anSchai
k,2010)
,andt
hat

bot
htheut
il
it
ari
anv
aluesandhedoni
cval
ues(
out
comes)ar
eposi
ti
vel
yrel
atedt
othe

cust
omer
s’r
epeatusage (
pur
chase) i
ntent
ion (
Kuj
ala etal
.2011;Wang,2008;

Samar
dži
j
a,2016)
.

2.
11UXTheor
ies,
Framewor
ksandModel
s

UX r
esear
chi
sencompassedwi
thmanydi
ff
erentt
heor
eti
calf
ramewor
kst
hathav
e

v
ary
ingappr
oaches.Theset
heor
iesl
acki
n-¬dept
hdi
scour
sewi
thi
ntheUXcommuni
tyi
n

def
ini
ngt
hei
rfoundat
ionswi
thr
egar
dtoUX (
Obr
istetal
.
,2011)
.Someoft
hef
ir
st

t
heor
eti
calf
ramewor
ks began f
rom t
he desi
gn-
¬based hol
i
sti
c appr
oach.Thei
r

concept
ual
i
zat
ionswer
eai
medatassi
sti
ngdesi
gner
sinunder
standi
ngt
henat
ureof

exper
iencei
nar
icherandf
ull
ermanner(
Bat
tar
bee,2003;For
li
zzi&For
d,2000)
.Thi
s

par
adi
gn/appr
oachi
smai
nlybasedonDewey
’spr
agmat
istt
heor
yofexper
ience,whi
ch

ar
gues t
hatexper
ience i
sfor
med by t
he i
ndi
vi
dualand obj
ect
,si
tuat
ed i
nthe

env
ironment
.Thi
sappr
oachwasdemonst
rat
edbyMcCar
thyandWr
ight
’s(
2004)not
ion

of‘
fel
texper
ience’
.Thenot
ionpl
acedemphasi
sont
hecont
extanduni
quenessof

exper
ience.Conv
ersel
y,t
her
educt
ioni
stmeasur
ementmodel
sshar
ear
elat
edpar
adi
gm

wi
thusabi
l
ityev
aluat
ionandt
echnol
ogyaccept
ancemodel
s(TAM)(
Venkat
esh,Mor
ri
s,

Dav
is,
&Dav
is,
2003)
.Thi
swast
hrought
hemani
pul
ati
onofv
ari
ousqual
i
tyconst
ruct
sso

ast
otestcausalr
elat
ionshi
ps.I
thasbeenf
oundf
rom sev
eralwel
lci
tedst
udi
est
hat

gener
ic const
ruct
s such as cl
assi
calorexpr
essi
ve aest
het
ics (
Tract
insky
,1997)
,

hedoni
cs and pr
agmat
ics (
Hassenzahl
,2004;Tr
act
insky
,1997)
,can i
nfl
uence and

123
i
mpactonuserper
cept
ionsonandj
udgment
soft
heov
eral
lqual
i
tyofi
nter
act
ivedi
git
al

pr
oduct
s.

Mor
eov
er,oneoft
hechal
l
engesi
show t
ochooseasui
tabl
eUXmeasur
est
oev
aluat
e

anddesi
gnf
ori
nter
act
iveexper
iences,par
ti
cul
arl
ywhent
her
eisst
il
lnohar
moni
zedor

uni
fi
eddef
ini
ti
onf
orUX(
Law&v
anSchai
k,2010)
.Al
thoughmanyat
tempt
satdef
ini
ng

UXhav
ebeenmade,(
Law,Rot
o,Hassenzahl
,Ver
meer
en,&Kor
t,2009)
,al
ongwi
tha

pr
esent
ati
on off
ormaldef
ini
ti
on f
rom I
SO 9241-
¬110 (
2010)
,whi
ch seems t
o be

somewhatabst
ract
,theconceptofUXi
ssomehowst
il
lel
usi
ve.Resear
cher
sconcurt
hat

t
hecomponent
sofUXcal
lforf
urt
herdef
ini
ti
on,andt
hedi
ver
sit
yofUXmeasur
esneed

gr
eat
erandcl
ear
erel
uci
dat
ion(
Bar
gas-
¬Av
il
a&Hor
nbæk,
2011;
Lawetal
.
,2009;
2014)
.

Ri
ghtf
rom t
he 1980s,t
her
e hav
e been so manyt
heor
ies and model
sthatwer
e

dev
eloped so as t
o compr
ehend,ev
aluat
e and desi
gn bet
ter i
nter
act
ive di
git
al

t
echnol
ogi
es.Ther
ewasashi
ftf
rom usabi
l
itycent
eredmet
hodst
ocompr
iseamor
e

hol
i
sti
ccompr
ehensi
onofUXt
hati
ncl
udest
heconcept
soff
un(
Monketal
.
,2002)
,

pl
easur
e(Jor
dan,2000)
,aest
het
ics (
Tract
inskyetal
.
,2000)and hedoni
c qual
i
ties

(
Hassenzahl
,2004)whi
chi
nvar
iabl
yhav
eaddedt
othecompl
exi
tyofUX.Nonet
hel
ess,

t
her
eisnotev
enoneconsensual
l
yagr
eedupont
heor
ythathasemer
ged(
Law,v
an

Schai
k,&Rot
o,2014;Law &v
anSchai
k,2010)
.Thi
sisi
npar
tbecauseoft
hesev
eral

di
ver
gentv
iewpoi
ntson UX,whi
ch can ber
oughl
yspl
i
tint
otwo per
spect
ives,t
he

quant
it
ati
veor‘
reduct
ioni
st’
viewt
hathav
ethei
ror
igi
nsi
ncogni
ti
vepsy
chol
ogy
,andt
he

qual
i
tat
iveor‘
exper
iment
al’appr
oacht
hati
sgr
oundedi
npr
agmat
istphi
l
osophyand

whi
chseesUXasa‘
hol
i
sti
c’exper
ience(
Bly
the,
Hassenzahl
,Law,
&Ver
meer
en,
2007)
.

124
2.
11.
1McCar
thyandWr
ight
’sExper
ienceFr
amewor
k

McCar
thyand Wr
ight(
2004)i
nthei
rwor
k“Technol
ogyasExper
ience”pr
oposed a

f
ramewor
kthatwasl
argel
ybui
l
tonwor
ksoft
hephi
l
osopher
s,DeweyandBhakt
in.Thi
s

f
ramewor
kst
ressest
hesi
gni
fi
canceofv
iewi
ngexper
iencehol
i
sti
cal
l
y(Wr
ightetal
.
,

2003)
.Itai
medatunder
standi
ngt
hecompl
exi
nter
act
ionst
hatexi
stbet
weendi
ff
erent

st
randsort
hreadsofexper
ienceandati
dent
if
yingsense-
maki
ngast
he“
cent
ralpr
ocess

ofexper
ienci
ng”(
Wri
ghtetal
.,2003)
.They r
ecommend f
ourt
hreads t
o expl
ain

exper
iencesandsi
xpr
ocessesofmaki
ngsenseofanexper
ience.Thef
ourt
hreads

compr
ise,i
nteral
i
a:i
)thesensual
,ii
)theemot
ional
,ii
i
)thespat
io-
tempor
al,andi
v)t
he

composi
ti
onalt
hread.Wr
ightetal
.’
s(2006)pr
ovi
dedacont
ext
ualappr
oachwher
ethe

whol
eexper
iencei
ssi
tuat
edi
napl
aceandt
imeandencompassesbot
hvi
scer
aland

emot
ional
‘fel
t’sensat
ions(
Wri
ght
,Wal
l
ace,
&McCar
thy
,2008)
.

Thesensualt
hreadr
elat
est
othe“
senseormeani
ngi
mmedi
atel
yav
ail
abl
einasi
tuat
ion”

(
McCar
thy&Wr
ight
,2004)
.Itdef
inesgutori
ntui
ti
vef
eel
i
ngs.I
tconsi
der
sforexampl
e,

how asi
tuat
ioni
s/wasper
cei
vedatt
hef
ir
stl
ook.Conv
ersel
y,t
heemot
ionalt
hread

r
efer
stot
he emot
ionalr
eact
ions t
o an exper
ience.The spat
io-
tempor
alt
hread

i
ncor
por
atest
hecont
extandsi
tuat
ioni
nwhi
chanexper
ienceoccur
s.I
naddi
ti
on,i
t

expl
ainst
het
empor
ali
tyi
nthedev
elopmentofanexper
ienceal
ongwi
tht
heper
cei
ved

t
empor
alf
acet
s.As McCar
thy and Wr
ight(
2004)put
sit
:“An i
ntense emot
ional

engagementcanmakeoursenseoft
imechange.Af
rust
rat
ingexper
iencecanl
eav
eus

per
cei
vi
ngspaceasconf
inedandcl
oset
ing”
.Thecomposi
ti
onalt
hreadont
heot
her

hand expl
ains how t
he di
ff
erentcomponent
s ofan exper
ience cont
ri
but
etot
he

exper
ienceasawhol
e(McCar
thy&Wr
ight
,2004)
.Thesi
xpr
ocessesofsense-
maki
ng

125
assi
tindescr
ibi
nghow ani
ndi
vi
dualsubj
ect
ivel
ymakessenseofanexper
ience.They

compr
iseant
ici
pat
ing,connect
ing,i
nter
pret
ing,r
efl
ect
ing,appr
opr
iat
ing,andr
ecount
ing

(
McCar
thy&Wr
ight
,2004)
.Not
abl
y,McCar
thyandWr
ight(
2004)st
ressedt
hatt
her
eis

no speci
fi
c or
deroft
he pr
ocesses and no i
mpl
i
cat
ion ofcausal
i
ty bet
ween t
he

pr
ocesses.I
n a nut
shel
l
,McCar
thy and Wr
ight(
2004)emphasi
zed t
he i
mpor
tof

exper
ience as a subj
ect
ive,hol
i
sti
c,and dy
nami
c const
ruct
.The f
ourt
hreads of

exper
iencessuggest
edassi
stt
oex
plai
ntheconst
it
uent
sofanexper
iencewi
thr
efer
ence

t
ofeel
i
ngs,
emot
ions,
cont
extorspace,
andt
ime,
alongwi
tht
hei
nter
act
ionbet
weent
he

component
sofanexper
ience.Thesi
xpr
ocessesofsense-
maki
ngassi
stt
omi
rr
oron

i
ndi
vi
dual
sense-
maki
ngofanexper
ience(
Kraus,
2017)
.

Someoft
hef
ir
stt
heor
eti
calUXf
ramewor
ksor
igi
nat
edf
rom t
hehol
i
sti
cappr
oachwhi
ch

concent
rat
edonhowexper
iencei
sfor
med,
tar
get
ingati
nter
act
iondesi
gn.Fori
nst
ance,

For
li
zziandFor
d(2000)del
i
ver
edani
nit
ialf
ramewor
kofUXt
hatcombi
nest
heuser
,

pr
oductandcont
ext
,wher
e“t
het
ypeofexper
iencehasabegi
nni
ngandanend,and

changest
heuser
,andsomet
imes,t
hecont
extoft
heexper
ienceasar
esul
t”(
For
li
zzi&

For
d,2000)
.Theyexpl
ainedexper
i const
enceasa“ antst
ream of‘
sel
f-
¬tal
k’t
hathappens

whenwei
nter
actwi
thpr
oduct
s”,
andt
heseexpl
anat
ionschar
act
eri
zet
hesubj
ect
ivesi
de

ofexper
ience,t
hati
sbet
tercapt
ured and gar
ner
ed t
hroughqual
i
tat
iveappr
oaches

(
For
li
zzi& Bat
tar
bee,2004)
.Thei
rfr
amewor
kwasl
ateradj
ust
edt
oincor
por
ate‘
co-

¬exper
ience’
,thesoci
alcont
extofanexper
ience(
Bat
tar
bee,2003;For
li
zzi&Bat
tar
bee,

2004)
.Fur
ther
mor
e,t
hesi
gni
fi
canceofcont
ext
,cul
tur
eandsoci
alf
act
orswasal
so

pr
esent
ed i
n Ar
hippai
nen and Täht
i'
s(2003)f
ramewor
kthatwas pr
oduced f
rom

i
nter
viewsandobser
vat
ionsofuser
sint
eract
ingwi
thmobi
l
ePDApr
otot
ypedev
ices.

126
2.
11.
2Hassenzahl
andTr
act
insky
’sModel
ofUX

Oneoft
het
ypi
caldef
ini
ti
onofUX i
nthedomai
nofHCIgi
venbyHassenzahland

Tr
act
insky (
2006)i
ndi
cat
et :“
hat UX i
s a consequence ofa user
’si
nter
nalst
ate

(
predi
sposi
ti
ons,expect
ati
ons,needs,mot
ivat
ion,mood,et
c.)
,thechar
act
eri
sti
csoft
he

desi
gnedsy
stem (
e.g.compl
exi
ty,pur
pose,usabi
l
ity
,funct
ional
i
ty,et
c.)andt
hecont
ext

(
ort
heenv
ironment
)wi
thi
n whi
ch t
hei
nter
act
ion occur
s(e.
g.or
gani
zat
ional
/soci
al

set
ti
ng,meani
ngf
ulnessoft
heact
ivi
ty,v
olunt
ari
nessofuse,et
c.)
”.User
’sper
cei
ved

hedoni
cchar
act
eri
sti
csandper
cei
vedpr
agmat
icchar
act
eri
sti
csar
ethef
undament
al

exper
ient
ialqual
i
tieswhi
chcanbeev
aluat
edv
iabeaut
yandgoodness(
Hassenzahl
,

2004)
.Thi
sdescr
ipt
ionemphasi
zest
hatt
hechar
act
eri
sti
csoft
heuser
,thesy
stem,
and

t
hecont
extofusear
efact
orsofpar
amounti
mpor
tancewhi
chi
nfl
uenceUX,andt
he

r
esul
tofper
cei
ved i
nter
act
ion.The modeli
s user
-cent
ri
c,and pr
ovi
des an ov
eral
l

st
ruct
uref
ort
heel
ement
sofUX.Nonet
hel
ess,t
hedet
ail
sofexper
iencedqual
i
tyhav
e

notbeenexpr
essedi
nthemodel
(Rezaei
,2015)
.

2.
11.
3Hassenzahl
‘
sModel
ofUX

I
nHassenzahl
’
s(2003,
2004)UXmodel
,pr
oductqual
i
tiesar
econsi
der
edasconst
it
uent
s

ofUX.Hi
nged on Hassenzal
’
sfr
amewor
k,pr
oductqual
i
tycan bedi
vi
ded i
ntot
wo

cat
egor
ies, namel
y pr
agmat
ic and hedoni
c qual
i
ties (
Hassenzahl
, 2003)
. The

hedoni
c/pr
agmat
ic UX f
ramewor
k assumes t
hatuser
s per
cei
vei
nter
act
ive di
git
al

pr
oduct
sasbei
ngi
ntwodi
mensi
ons:pr
agmat
icandhedoni
cdi
mensi
ons.Pr
agmat
icsi
s

associ
atedwi
tht
hepr
oduct
’sper
cei
vedabi
l
ityt
osuppor
ttheachi
evementof“
do-
goal
s”,

suchas“
maki
ngat
elephonecal
l
”.Ty
pical
l
y,pr
agmat
icat
tr
ibut
esar
econsi
der
edt
obe

127
t
hepr
oduct
’susabi
l
ityandut
il
it
yinwhi
chapr
oducti
susedf
ori
nst
rument
alt
asks.

Nonet
hel
ess,hedoni
csi
srel
ated t
othepr
oduct
’sper
cei
ved abi
l
ityt
ofaci
l
itat
ethe

accompl
i
shmentof“
be-
goal
s”,
suchas“
bei
ngcompet
ent
”,“
bei
ngr
elat
edt
oot
her
s”,
and

“
bei
ngspeci
al”(
Hassenzahl
,2007)
.Thehedoni
c/pr
agmat
icf
ramewor
kseemst
ocl
assi
fy

t
hreedi
ff
erentaspect
sofhedoni
cs(
Hassenzahl
,2003)
:i)St
imul
ati
onr
elat
edt
onov
elt
y,

change and per

sonal gr
owt )i
h, i
i dent
if
icat
ion expl
ains t
he r
elat
edness and

communi
cat
ionofi
dent
it
ytoappr
opr
iat
eot
her
svi
aobj
ect
s,andi
ssoci
al.Ev
ocat
ion

consi
der
spr
oductabi
l
ityt
ost
irupmemor
ies,
suchassi
gni
fi
cantpastev
ent
s.Eachuser

cr
eat
est
hei
rownper
sonal
i
zedv
ersi
onoft
hepr
oductqual
i
tywi
thr
efer
encet
othe

pr
oductf
eat
uresandt
hei
ndi
vi
dual
’
sper
sonalexpect
ati
ons(
Hassenzahl
,2003,2004)
.

Consequent
ly,t
hesubj
ect
iveper
cept
ionoft
hepr
oductqual
i
tyr
esul
tsi
ntoout
comes

suchasj
udgment
saboutt
hepr
oduct
’sappeal
,goodness,
andbeaut
y(Hassenzahl2003,

2004)
,toget
herwi
tht
heemot
ionalandbehav
ior
alout
comes.Hassenzahldemonst
rat
ed

sat
isf
act
ionandpl
easur
easemot
ional
reper
cussi
ons(
Rezaei
,2015)
.

Whi
l
e McCar
thyand Wr
ight(
2004)del
i
ver
ed a f
ramewor
kto expl
ain exper
iences,

exper
ienci
ng,and maki
ng senseofan exper
ience,Hassenzahl(
2010)st
ressed t
he

i
mpor
torsi
gni
fi
canceofat
echnol
ogi
calar
ti
factt
hatcont
ri
but
einaccount
ingf
ort
he

exper
ience.Hassenzahli
nhi
swor
k“Exper
ienceDesi
gn-
Technol
ogyf
oral
lther
ight

r
easons”(
Hassenzahl
,2010)expl
ainedt
hedi
ff
erentchar
act
eri
sti
csofexper
ienceand

howt
heyassoci
atet
othei
nter
act
ionwi
thanar
ti
fact
.

AsHassenzahl(
2010)posi
ts,
exper
iencesar
esubj
ect
ive,
hol
i
sti
c,si
tuat
ed,
anddy
nami
c,

butcanal
sohowev
erbemani
pul
ated,t
hati
s,“
shapeabl
e”byt
echnol
ogy(
Hassenzahl
,

2010)
.Indescr
ibi
ngt
heassoci
ati
onbet
weent
echnol
ogyandexper
ience,Hassenzahl

128
r
ecommendsat
hree-
ti
erhi
erar
chi
calmodelofUX.Thi
smodeli
shi
ngedonCar
verand

Schei
er’
s(1989)sel
f-
regul
ati
ont
heor
yandont
heact
ivi
tyt
heor
y(Bødker
,1990)
.These

t
hreet
ier
scompr
iseoft
hebe-
goal
s,do-
goal
s,andmot
orgoal
s.Be-
goal
sar
eassoci
ated

wi
thmot
ives;do-
goal
sar
eassoci
atedwi
thact
ions,whi
l
emot
or-
goal
sar
erel
atedt
o

speci
fi
ccondi
ti
ons(
Hassenzahl
,2010)
.Hence,
be-
goal
sexpl
ainwhysomet
hingi
sdone,

do-
goal
sdef
inewhati
sdone,andmot
or-
goal
sexpl
ainhow i
tisdone.Fori
nst
ance,a

userwhof
eel
sbor
edanddownl
oadsagameont
hesmar
tphonet
oescapet
hef
eel
i
ngof

bor
edom andt
oexper
ienceani
nter
est
inggamet
hatmakest
imef
lyby
,woul
dhav
e

achi
eved t
he be-
goal(
thati
s,bei
ng ent
ert
ained)
.On t
he ot
herhand,t
he actof

downl
oadi
ng and pl
ayi
ng a game woul
d be t
he do-
goaland pl
ayi
ng a speci
fi
c

i
mpl
ement
ati
onoft
hegamewoul
dbet
hemot
or-
goal
.Whi
l
esev
eralst
udi
esi
nHCI

pr
imar
il
yconsi
der
eddesi
gni
ngf
ordo-andmot
or-
goal
s,Hassenzahl
’
smodelai
medat

t
aki
ngahol
i
sti
cvi
ewpoi
ntandconsi
der
edal
lfacet
sthatar
eper
sonal
l
yrel
evantt
othe

user(
thati
s,t
hebe-
goal
s)(
Hassenzahl
,2010)
.

Hassenzahl(
2010)pr
oposedt
heusecl
assesofbe-
goal
sthatt
all
ywi
thcl
assesof

exper
iences i
n or
dert
o depl
oyhi
sfr
amewor
ktot
he desi
gn ofpr
oduct
sthatar
e

exper
ience-
cent
ered.Though an exper
ience cannotbe r
epl
i
cat
ed,pr
oduct
s can be

desi
gned t
o addr
ess cl
asses of exper
ience (
Hassenzahl
,2010)
. For i
nst
ance,

smar
tphonegamesal
lhav
eincommont
hel
i
kel
i
hoodofent
ert
aini
nguser
sandenabl
i
ng

t
hem t
ober
eli
vedofbor
edom (
andot
herexper
iences)
.Readi
ngabookmayof
fera

si
mil
arexper
ience.Thought
het
wopr
oduct
sar
ever
ydi
ff
erent
,bot
hoft
hem canbe

expl
ained asbel
ongi
ng t
othe cl
assofpr
oduct
sthatpr
ovi
de t
he pot
ent
ialf
oran

ent
ert
aini
ngexper
ience.Thegi
venexper
iencei
tsel
fisnonet
hel
ess,subj
ect
ive,dy
nami
c,

129
and si
tuat
ed.Oneper
son mayhav
epr
efer
encef
orr
eadi
ng a bookov
erpl
ayi
ng a

smar
tphonegame;whi
l
eanot
hermi
ghthav
epl
ayedagamesev
eralt
imest
otheext
ent

t
hati
tisnomor
eint
erest
ingt
ohi
m/heragai
n;howev
er,anot
herper
sonmi
ghtnotbei
n

t
her
ightsi
tuat
iont
o enj
oypl
ayi
ng t
hegameand t
her
efor
emi
ghthav
eanegat
ive

exper
ienceornoexper
ienceatal
l(Kr
aus,
2017)
.

Subsequent
ly,emot
ionalr
eact
ionst
oanexper
iencecanbeei
therposi
ti
veornegat
ive.

Whi
l
est
udi
est
hatf
ocust
hei
rat
tent
ionondo-
goal
sandmot
or-
goal
sar
esomewhat

engagedwi
thav
oidi
ngnegat
iveexper
iencest
hrought
hemaki
ngofpr
oduct
susabl
e,

Hassenzahlemphasi
zedt
hatUXdesi
gnshoul
ddr
iveatdesi
gni
ngposi
ti
veexper
iences

oratl
eastexper
iencest
hatar
ewor
thwhi
l
e(Hassenzahl
,2010)
.

Thequest
iont
heni
s,whati
sitt
hatmakesanexper
ienceposi
ti
ve?Shel
donetal
.(2001)

att
hest
artoft
he2000sexami
nedt
hequest
ionofwhatmakessat
isf
yingl
i
feev
ent
s

sat
isf
ying(
Shel
donetal
.
,2001)
.Consequent
ly,t
heyexami
nedt
her
oleoff
undament
al

psy
chol
ogi
calneedsf
rom pr
omi
nentt
heor
iesonpsy
chol
ogi
calneed f
ulf
il
lmentl
i
ke

t
hoseofDeciandRy
an’
ssel
f-
det
ermi
nat
iont
heor
y(Deci&Ry
an,2000)
,andEpst
ein’
s

cogni
ti
ve-
exper
ient
ialsel
f-
theor
y(Epst
ein,
1990)asabasi
sformaki
ngev
ent
ssat
isf
ying.

Theydi
scov
eredt
hatt
hef
ulf
il
lmentofpsy
chol
ogi
calneedsi
sassoci
atedt
oposi
ti
ve

f
eel
i
ngs(
oraf
fect
)(Shel
donetal
.,
2001)
.Ont
hebasi
sofShel
donetal
.
’s(
2001)wor
kon

psy
chol
ogi
calneedsandsat
isf
yingl
i
feev
ent
s,Hassenzahl(
2010)r
ecommendst
heuse

ofpsy
chol
ogi
cal
needsascl
assesofbe-
goal
sandhencecl
assesofposi
ti
veexper
iences

(
Hassenzahl
,2010)
.Fur
ther
mor
e,i
nHassenzahl
’
setal
.(2010)st
udyi
nthecont
extof

posi
ti
veexper
ienceswi
thi
nter
act
ivedi
git
alpr
oduct
s,t
heypr
esent
edanassoci
ati
on

bet
weenposi
ti
veaf
fectandt
hef
ulf
il
lmentofpsy
chol
ogi
cal
need.

130
Hassenzahlof
fer
edanot
herf
ramewor
kinaddi
ti
on,t
oexpl
aint
heassoci
ati
onbet
ween

be-anddo-
goal
sandpr
oductqual
i
ty.Wi
thr
efer
encet
othi
sfr
amewor
k,pr
oductqual
i
ties

canbespl
i
tint
opr
agmat
icandhedoni
cqual
i
tyf
acet
s(Hassenzahl
,2003;Hassenzahl
,

2010)
.Pr
agmat
icqual
i
tyr
efer
stot
heabi
l
ityort
hecapaci
tyofapr
oductt
oaccompl
i
sh

t
het
askf
orwhi
cht
hepr
oductwasdesi
gnedf
or(
Hassenzahl
,2003)
.Pr
agmat
icqual
i
tyi
s

t
her
efor
eli
nkedt
odo-
goal
s(Hassenzahl
,2010)
.Hedoni
cQual
i
tyr
efer
stot
hecapabi
l
ity

ort
heabi
l
ityofapr
oductt
oaddr
essf
acet
sofper
sonalr
elev
ance(
Hassenzahl
,2003)

andi
sther
efor
eassoci
atedwi
tht
hef
ulf
il
lmentofbe-
goal
s(Hassenzahl
,2010)
.Bot
hthe

pr
agmat
icandhedoni
cconst
ruct
scanbemeasur
edusi
ngt
heAt
tr
akDi
ffi
nst
rument

(
Hassenzahl
etal
.,
2003)
.

2.
11.
4Mahl
ke’
sComponent
sofUX

Themodelpr
oposedbyMahl
ke(
2008)
,Mahl
keandThür
ing(
2007)
,andThür
ingand

Mahl
ke(
2007)asr
efer
encedi
nJumi
sko-
Pyy
kkö(
2011)el
uci
dat
edt
heUXconst
it
uent
s,

andi
mpactf
act
orsandout
comes.Themodelhast
hreekeyconst
it
uent
s,i
nteral
i
a:i
)

i
nst
rument
alat
tri
but
e,i
i
)non-
inst
rument
alat
tri
but
e,andi
i
i)useremot
ionalr
esponses.

Thei
nst
rument
alat
tri
but
eofani
nter
act
ivedi
git
alsy
stem consi
der
susef
ulnessand

usabi
l
ity
,andi
srel
atedt
othet
askandgoal
swhi
chuserdesi
rest
oachi
evewi
tha

sy
stem.Non-
inst
rument
alat
tri
but
ecompr
isesofsensor
ialaest
het
ics,communi
cat
ive

and associ
ati
ve aspect
s ofsy
mbol
i
sm and mot
ivat
ionalqual
i
ties.Useremot
ional

r
esponsesencompassanumberoff
acet
s,suchassubj
ect
ivef
eel
i
ngs,psy
chol
ogi
cal

r
eact
ions,mot
orexpr
essi
ons,cogni
ti
veappr
aisal
sandbehav
ior
alt
endenci
es.Besi
des,

sy
stem pr
oper
ti
es,
userchar
act
eri
sti
csandcont
extandt
askpar
amet
ersi
nfl
uencet
hese

exper
iences.Gener
all
y,j
udgment
sofasy
stem,choi
cebet
weenexi
sti
ngal
ter
nat
ivesor

131
usagebehav
iorar
etheout
comesofUX.Thi
sfr
amewor
kpr
ovi
desahol
i
sti
cmodel
forUX

const
it
uent
s.I
tfocuses on t
he per
cept
ion ofi
nst
rument
aland non-
inst
rument
al

at
tri
but
es,
anduseremot
ionalr
esponsesascomponent
sofUX.Thi
sisi
ncont
rastt
othe

UXmodelpr
esent
edbyHassenzahl(
2003)i
nwhi
chemot
ionalout
comesar
eregar
ded

asar
eper
cussi
onoft
heper
cept
ionoft
hepr
oductqual
i
ty.Mahl
ke’
s(2008)f
ramewor
k

al
sodi
sti
ngui
shesbet
weenUXcomponent
sandout
comes.

2.
11.
5Ot
herModel
s

Jor
dan (
2000)pr
oposed a hi
erar
chy ofUX needs t
hatputf
unct
ional
i
ty as t
he

f
oundat
ionall
evel
,whi
chi
sthenf
oll
owedbyusabi
l
ityatt
hemi
ddl
e,andt
henpl
easur
eat

t
he t
op.Accor
ding t
o Jor
dan (
2000)
,pr
agmat
ic and i
nst
rument
alneeds ar
ever
y

f
undament
alandf
oundat
iont
ouserexper
ience.Ast
heseneedsar
emet
,thenuser
s’

needsf
orpl
easur
eandf
un(
hedoni
cneeds)t
hencomeashi
gheror
derneeds. I
n

addi
ti
on,Vi
l
nai
-¬Yav
etzandRaf
ael
i(2005)mai
ntai
nedt
hatt
heappr
eci
ati
onofanyi
tem

i
sassoci
atedwi
tht
hreedi
mensi
ons,namel
y,i
nst
rument
ali
ty(
usabi
l
ityandusef
ulness)
,

aest
het
ics (
sensualexper
ience)
,and sy
mbol
i
sm (
product
s’meani
ng)
.Fur
ther
mor
e,

Nor
man(
1994)r
aisedquest
ionsaboutt
radi
ti
onal
usabi
l
ityi
nhi
sbook‘
Emot
ional
Desi
gn’
,

andi
temi
zedt
hesi
gni
fi
canceofuser
s’emot
ionalandaf
fect
iver
eact
ionst
oapr
oduct
.

Hei
ndi
cat
edt
het
hreel
evel
s:v
iscer
al,behav
ior
alandr
efl
ect
ivel
evel
s,whi
chshow

di
ff
erentt
ypesofpl
easur
e(Nor
man,2002)
.Thesewor
ksst
eer
edupchangesi
nHCI
,to

expand f
rom i
tsi
nit
ialnar
row pr
oduct
-¬based per
spect
ive of usabi
l
ityt
o t
he

i
ncor
por
ati
onofsubj
ect
ivequal
i
typer
cept
ionsl
i
ket
hoseof“
enj
oyment
”,“
joyofuse”and

“
pleasur
e”(
Hassenzahl
,Beu,
&Bur
mest
er,
2001;
Monketal
.
,2002)
.

132
TheABCmodeli
soneoft
hemostci
tedmodel
sofat
ti
tude(
Eagl
y&Chai
ken,1998)
.It

suggest
sthatat
ti
tudehast
hreeel
ement
s,t
hati
s,af
fect
,behav
ior
,andcogni
ti
on(
ABC)
.

Af
fectdenot
est
hei
ndi
vi
dual
’
sfeel
i
ngaboutanobj
ect
.Behav
iordenot
est
hei
ndi
vi
dual
’
s

i
ntent
iont
owar
dsanobj
ect
.Cogni
ti
ondenot
est
hebel
i
efsani
ndi
vi
dualhav
eaboutan

obj
ect
.Int
heConni
ti
ve-
Aff
ect
ive-
Conat
ive(
CAC)model
,Schi
ff
manandKanuk(
2004)

suggestt
hatat
ti
tudes ar
e const
ruct
ed ar
ound t
hree component
s:i
)a cogni
ti
ve

component(
bel
i
efs)
;ii
)anaf
fect
ivecomponent(
feel
i
ngs)
;andi
i
i)aconat
ivecomponent

(
behav
ior
).Af
fect
ivei
nfl
uenceondeci
sion-
maki
nghast
ypi
cal
l
ybeenpr
oposedt
oinv
olv
e

asequenceofev
ent
s,st
art
ingwi
tht
heper
cept
ionoft
heemot
ionalst
imul
us,t
hrough

some under
lyi
ng af
fect
ive st
ate,and t
ermi
nat
ing wi
th behav
ior
.The af
fect
-as-

i
nfor
mat
ion(
AIM)modelpr
oposest
hataper
sonof
tenf
ormsaj
udgmentofat
arget

(
product
)byaski
nghi
msel
f“howdoIf
eelabouti
t?”andt
henuseshi
scur
rentf
eel
i
ngas

ashor
tcutt
ojudgment
.Howev
er,i
ndoi
ngso,t
hei
ndi
vi
dualmaymi
stake(
misat
tr
ibut
e)

hi
sfeel
i
ngbecauseoft
hepr
eexi
sti
ngst
atef
orar
eact
ionduet
othet
arget(
product
),

unl
esshequest
ionst
hesour
ceoft
hef
eel
i
ng(
Schwar
z& Cl
ore,2003)
.TheAI
Mis

suppor
tedbyf
eel
i
ngst
hataf
fectcongr
uency
.Ef
fect
sar
eof
tenel
i
minat
edwhensubj
ect
s

ar
egi
venanal
ter
nat
iveexpl
anat
ionf
ort
hepr
esenceoft
hei
rfeel
i
ngs,
thusunder
standi
ng

t
hei
rdi
agnost
icv
aluef
orj
udgment(
wit
houtpr
esumabl
yreduci
ngsemant
icaccessi
bil
i
ty)
.

2.
12Conf
li
cti
ngPer
spect
ivest
oUX

Ther
ehav
ebeenar
ichcol
l
ect
ionoff
ramewor
ks,model
sandt
heor
eti
calappr
oaches

dev
elopedundert
hecanopyoft
het
erm‘
UX’
sincei
nthe1990s,
howev
er,
ther
eisst
il
lno

oneconsensualorcommonl
yagr
eedupont
heor
yormodelt
hathav
eemer
ged(
Law,
van

Schai
k,&Rot
o,2014;
Law&v
anSchai
k,2010)
.Thi
sisi
npar
tbecauseoft
hecont
rov
ersy

133
anddi
chot
omydeepl
yroot
edont
het
heor
eti
cal
stanceofUXandmani
fest
edi
nat
ensi
on

bet
weent
het
woopposi
ngv
iewpoi
nts;1)t
hemodel
-¬basedr
educt
ioni
stappr
oach,t
hat

i
sgr
oundedi
ncogni
ti
vepsy
chol
ogy
,and2)t
hedesi basedhol
gn- i
sti
cappr
oach,
whi
chi
s

r
oot
edi
npr
agmat
istphi
l
osophy(
Bly
the,Hassenzahl
,Law,& Ver
meer
en,2007;Law,

2011)
.Ther
educt
ioni
stst
ypi
cal
l
yusequant
it
ati
vepsy
chomet
ri
cmeasur
essuch as

Li
ker
torsemant
icdi
ff
erent
ialscal
es(
Liker
t,1932;Osgood&Tanner
nbaum,1957)t
o

measur
evar
iousqual
i
tyconst
ruct
s.Theyt
ooki
ntoconsi
der
ati
ont
hatsomeexper
iences

e“
ar f
arl
essuni
queandf
arl
essv
ari
abl
e”,soev
aluat
ivej
udgment
sofuser
scanpr
ovi
de

gener
ici
nsi
ght
sint
oUX (
Hassenzahl
,2008b,p.14)
.Ont
heot
herhand,t
hoset
hat

adv
ocat
efort
hehol
i
sti
cpar
adi
gm suggestsi
tuat
edqual
i
tat
ivet
echni
quesl
i
kenar
rat
ive

st
ory
-tel
l
ing(
Bat
tar
bee,
2003)
,exper
iencepr
otot
ypes(
Buchenau&Sur
i,2000)orcul
tur
al

pr
obes (
Gav
er,Dunne,& Pacent
i,1999)
,thatel
i
cit
es a user
’s exper
iences whi
l
e

i
nter
act
ingwi
thani
nter
act
ivepr
oduct
.Int
erest
ingl
y,t
heseconf
li
cti
nganddi
ver
gent

appr
oachesser
vet
wopur
poses:hol
i
sm of
fer
sar
icherunder
standi
ngoft
hecont
extt
hat

boost
sdesi
gni
nspi
rat
ion,wher
east
her
educt
ioni
stsenabl
espr
oductassessmentby

ev
aluat
ingt
hev
alueoft
hedesi
gnt
odel
i
vermodel
sandgui
del
i
nesi
nor
dert
oenhance

desi
gn(
Hassenzahl
,2008b)
.Inr
ecentt
imes,t
her
ehav
ebeencal
l
sfort
her
econci
l
iat
ion

oft
het
wodi
sagr
eei
ngandopposi
ngappr
oaches,andt
odev
elopahy
bri
dappr
oacht
o

UX(
Bar
gas-
¬Av
il
a&Hor
nbæk,2011)
.Har
t(2014)i
nherwor
kbr
idgedt
heseappr
oaches

byt
heuseofquant
it
ati
vemeasur
est
oev
aluat
evar
iousconst
ruct
s,andqual
i
tat
ive

met
hodst
opr
ovi
der
ichsi
tuat
edi
nsi
ght
sint
oUX.Thi
shy
bri
dappr
oachcanal
sobe

cal
l
edt
ri
angul
ati
on.

Whi
l
eMcCar
thyandWr
ight(
2004)cont
endt
hatr
educt
ioni
sm shoul
dbeav
oidedt
o

134
r
educeexper
iencest
ocer
tai
naspect
s,Hassenzahl
’
smodelpr
oposest
hedepl
oymentof

cl
assesofexper
iencesi
nor
dert
odesi
gnpr
oduct
saccor
dingl
y(Hassenzahl
,2010)
.In

t
het
wof
ramewor
ksi
ntr
oduced,t
hepr
inci
palr
oleofemot
ionsi
nUXi
semphasi
zed.I
n

ear
li
erst
udi
es i
n psy
chol
ogy t
hatdat
e back t
o 1890,James r
ecommended t
hat

emot
ionscol
orexper
iences(
Kel
tneretal
.,2013)
.Hence,emot
ionswi
l
lbev
iewedasa

f
acett
hataccountf
orUX (
Kraus,2017)
.Inaddi
ti
on,f
eel
i
ngscanbeconsi
der
edt
o

account
sfort
heMcCar
thyandWr
ight
’s(
2004)sensualt
hread.Mor
eov
er,psy
chol
ogi
cal

needsar
econsi
der
edassour
cesofposi
ti
veexper
iences(
Kraus,
2017)
.

Thehol
i
sti
cappr
oacht
oUXor
igi
nat
esf
rom t
heJohnDewey
’spr
agmat
istphi
l
osophy
,

who f
ocused on exper
ience as a whol
e(per
son and env
ironment
),and whi
ch i
s

i
ntegr
atedandhencei
nsepar
abl
e.Accor
dingt
oDewey( ,“
1934) I
tisnotpossi
blet
o

di
vi
dei
nav
italexper
iencet
hepr
act
ical
,emot
ional
,andi
ntel
l
ect
ualf
rom oneanot
herand

t
osett
hepr
oper
ti
esofoneov
eragai
nstt
hechar
act
eri
sti
csoft
heot
her
s.Theemot
ional

phasebi
ndspar
tst
oget
heri
nasi
ngl
ewhol
e”.Thehol
i
sti
cappr
oacht
oUXf
ocusedon

t
hequal
i
tat
iveandcompl
etef
acet
sofexper
ience,andasBuchenauandSur
i(2000)

opi exper
ned,“ iencei
sady
nami
crel
ati
onshi
pwi
thot
herpeopl
e,pl
acesandobj
ect
”.I
n

addi
ti
on,Wr
ight
,Bl
ythe and McCar
thy (
2006)adopt
ed t
his hol
i
sti
c appr
oach t
o

exper
ienceandcal
l
edi
tthe‘
fel
tli
fe’ofi
ndi
vi
dual
stowhi
chi auni
thas“ tyorwhol
eness

t
hati
sful
fi
ll
i
ng”
.

Ont
heot
herhand,t
her
educt
ioni
stappr
oachar
guest compl
hat“ exi
tyandr
ichnessof

userexper
ience[
…]canber
educedt
oasetofmani
pul
ati
bleandmeasur
abl
evar
iabl
es”

t
ocr e“
eat abst
ractmodel
sandcl
assi
fi
cat
ions”(
Bly
theetal
.
,2007)
.Ther
educt
ioni
sts

adoptt
hemeasur
ementmodel
i
ngmet
hodol
ogi
est
othecompr
ehensi
onofUX,whi
ch

135
waspr
inci
pal
l
yconcent
rat
edonquant
it
ati
vemet
hods(
Law &v
anSchai
k,2010)
.The

hol
i
sti
cgr
oupcont
endt
hatt
her
educt
ionofexper
ience“
may
beusef
ulf
orexper
iment
al

anal
ysi
sbutt
heycan mi
sssomeoft
hei
nsi
ght
sav
ail
abl
ein account
sthatr
esi
st

r
educt
ion”(
Swal
l
ow,Bl
ythe,& Wr
ight
,2005)
;wher
eascont
rar
iwi
set
her
educt
ioni
sts

pi
npoi
ntedt
hebenef
it
sofut
il
izi
ngmodel meani
s,as“ ngf
ulandv
ali
dmeasur
esoft
hese

const
ruct
sar
edeemednecessar
yandusef
ulf
orcompar
ingaswel
laspr
edi
cti
ngt
he

qual
i
tyoft
hear
ti
factcont
ri
but
ingt
otheexper
iencebei
ngmeasur
ed”(
Law&v
anSchai
k,

2010)
.Ther
eist
her
efor
eaneedf
oramut
ualacknowl
edgementoft
hest
rengt
hsand

weakness oft
he associ
ated met
hodol
ogi
es and v
alues i
n or
dert
o benef
itt
he

dev
elopmentoft
heemer
gentUXr
esear
chf
iel
d.Onesol
uti
ont
othi
smet
hodol
ogi
cal

quagmi
rei
stobr
idget
hegapbet
weent
heobj
ect
iveandsubj
ect
iveappr
oachesby

mer
ging bot
hthequal
i
tat
iveand quant
it
ati
vemet
hodol
ogi
esso ast
oimpr
ovet
he

compr
ehensi
onofal
lthedi
ff
erentshadesofUX(
Har
t,2014)
.

Thi
sdi
sser
tat
ionwi
l
ladoptahy
bri
dst
andpoi
ntbybr
idgi
ngt
hedi
vi
debet
weent
he

r
educt
ioni
standhol
i
sti
cappr
oachest
oUXr
esear
ch.Usi
ngamul
ti
-met
hodsappr
oach

t
hatcombi
net
hest
rengt
hsofbot
hquant
it
ati
ve(
obj
ect
ive)andqual
i
tat
ive(
subj
ect
ive)

met
hods,wi
l
lof
ferapr
ofoundi
nsi
ght
sint
otheuser
s’j
udgmentandper
cept
ivepr
ocess

ofi
nter
act
ivedi
git
alpr
oduct
s.

Lat
ely
,ther
ehav
ebeenv
ari
ousar
gument
sconcer
ningt
hescopeofUX,
andi
tsdef
ini
ti
on.

I
SO9241-
210(
2010)def
inesUXas:“
aper
son’
sper
cept
ionsandr
esponsest
hatr
esul
t

f
rom t
heuseand/
orant
ici
pat
eduseofapr
oduct
,sy
stem orser
vice”
.Ast
hisdef
ini
ti
on

suggest
s,UX canbeev
aluat
eddur
ingoraf
teruseofapr
oduct
,sy
stem orser
vice.

Ty
pical
l
y,UX ev
aluat
ion appr
oaches dr
ive atenhanci
ng usersat
isf
act
ion t
hrough

136
achi
evementofbot
hpr
agmat
icandhedoni
cgoal(
Bev
an,
2009)
.Ther
eexi
stanumberof

met
hodsf
ort
heev
aluat
ionofUX.I
nthepassagest
hatf
oll
ow,t
hesemet
hodswi
l
lbe

consi
der
ed:
Websur
vey
,At
trakDi
ff
2inst
rument
,andUXcur
ve.

Ther
ear
eav
ari
etyofbot
hqual
i
tat
iveandquant
it
ati
vemet
hodsf
ort
hei
nvest
igat
ionof

UXandi
tssub-
dimensi
ons.Whi
l
equal
i
tat
iver
esear
chi
sint
erest
edi
nthe“
int
erpr
etat
ion

ofv
erbalmat
eri
al”(
Bor
tz,& Dör
ing,2007)orofot
hernon-
numer
icalsy
mbol
i
zat
ion,

quant
it
ati
ver
esear
chmeasur
esquant
it
ati
vel
ytheobser
vedr
eal
i
ty(
Bor
tz,
&Dör
ing,
2007)
.

Ther
ear
eexampl
esofqual
i
tat
ivemet
hodol
ogi
esempl
oyedi
nUX,t
hesei
ncl
ude,i
nter

al
i
a:semi
-st
ruct
uredoropeni
nter
views,par
ti
cipant
/userobser
vat
ion,f
ocusgr
oups,and

v
ideor
ecor
ding(
Bar
gas-
Avi
l
aetal
.,
2011)
.Ont
heot
herhand,
quant
it
ati
vemet
hodsused

i
nUXr
esear
chconsi
stof
,forexampl
e,quest
ionnai
resorpsy
chophy
siol
ogi
calmeasur
es

(
Bar
gas-
Avi
l
a&Hor
nbæk,
2011)
.Dat
ael
i
cit
ati
onmet
hodsmaybegear
edatt
wogoal
s:t
o

i
nspi
ret
hedesi
gnofnew sy
stems(
“i
nspi
rat
ionalorgener
ati
vemet
hods”
)and/
ort
o

ev
aluat
etheUXwi
thexi
sti
ngsy
stems(
Ver
meer
enetal
.
,2010)
.Ver
meer
en’
setal
.(2010)

sur
vey r
eveal
ed 96 di
ff
erentUX ev
aluat
ion met
hods.They anal
yzed t
hei
rscope,

weaknessesandst
rengt
hs(
Ver
meer
enetal
.,
2010)
.

2.
12.
1Qual
i
tat
iveMet
hods

Qual
i
tat
ivemet
hodsi
ncl
udei
nter
viewsandf
ocusgr
oupsamongot
her
s.Semi
-st
ruct
ured

i
nter
views al
l
ows f
ora di
recti
nter
act
ion wi
th par
ti
cipant
s and t
he possi
bil
i
tyf
or

i
mmedi
atef
oll
ow up (
Mar
shal
l& Rossman,2010)
.Howev
er,t
heweaknessoft
his

met
hodi
sthatt
hei
nter
viewermaybi
ast
hedat
acol
l
ect
ionpr
ocess(
All
About
Ux,n.
d;

Mar
shal
l&Rossman,2010)andt
hedat
adependsont
hecooper
ati
onandopennessof

137
par
ti
ci
pant
s(Mar
shal
l&Rossman,2010)
.Focusgr
oupsont
heot
herhand,al
l
owf
ort
he

col
l
ect
ion ofmuch dat
ain a shor
tti
me span and f
ori
mmedi
atef
oll
ow up and

cl
ari
fi
cat
ion(
Mar
shal
l&Rossman,2010)
.Howev
er,t
hei
rdemer
iti
snonet
hel
ess,t
hat

par
ti
ci
pant
smaybi
aseachot
her
.

2.
12.
2Quant
it
ati
veMet
hods

ThePosi
ti
veAf
fect– Negat
iveAf
fectSchedul
e(PANAS)hasbeenusedi
nal
otof

st
udi
esasameasur
eforaf
fect(
Wat
sonetal
.,1988;Di
efenbach&Hassenzahl
,2011;

Kr
ohneetal
.
,1996)
.PANAScompr
isesof20i
temsont
woscal
es(
thati
s,posi
ti
veaf
fect

andnegat
iveaf
fect
),eachi
ncl
udi
ngal
i
stoft
enadj
ect
ivest
hatdescr
ibeaf
fect
ivest
ates

(
forexampl
e,“
ent
husi
ast
ic”
,“exci
ted”
,“act
ive”
,“st
rong”
,“scar
ed”
,“di
str
essed”
,“gui
l
ty”
)

(
Wat
sonetal
.,1988)
.Theseadj
ect
ivesar
erat
edona5-
poi
ntscal
efr
om 1(
=notatal
l
)

t
o5(
=ext
remel
y).Val
encer
ati
ngsar
ecapt
uredbysubt
ract
ingt
hemeanoft
henegat
ive

af
fectscal
efr
om t
hemeanoft
heposi
ti
veaf
fectscal
e.

Asaf
oredescr
ibed,
Att
rakDi
ff
2mi
niwasempl
oyedt
oassesst
hepr
agmat
icandhedoni
c

qual
i
tyofapr
oduct
,al
ongwi
thi
tsat
tract
iveness.Wher
east
heAt
tr
akDi
ff(
wit
hAt
tr
akDi
ff

2andAt
trakDi
ff2mi
nit
hatsucceededi
t)i
sal
argel
yut
il
izedandv
ali
dat
edi
nst
rument
,

i
tsl
i
mit
ati
oni
sthathedoni
cqual
i
tycanonl
ybeel
i
cit
edi
nter
msofst
imul
ati
onand

i
dent
it
y(Di
efenbachetal
.
,2014)
.Tot
akecar
eoft
hesel
i
mit
ati
onsoft
heAt
tr
akDi
ff
2mi
ni,

hedoni
cfacet
sar
eusual
l
ycompl
ement
edwi
thquest
ionnai
reonpsy
chol
ogi
calneed

f
ulf
il
lment(
Kraus,
2017)
.

Thequest
ionnai
repr
ovi
dedi
nShel
donetal
.(2001)hasbeenut
il
izedasameasur
efor

psy
chol
ogi
calneed f
ulf
il
lment(
Dief
enbach & Hassenzahl
,2011;Kr
aus,2017)
.Ten

138
psy
chol
ogi
calneedsf
rom r
enownedt
heor
iesonpsy
chol
ogi
calneedf
ulf
il
lmentwer
e

i
ncor
por
atedi
nthequest
ionnai
re.Thequest
ionnai
reconsi
stsof30i
tems(
3perneed)

i
ntr
oducedbyt
hesent
ence“
Dur
ingt
hisev
entIf
elt
..
.”(
Shel
donetal
.
,2001)
.Eachi
tem i
s

answer
edonascal
efr
om 1(
=notatal
l
)to5(
=ver
ymuch)
.Inaddi
ti
on,t
hei
temsf
or

‘
keepi
ngt
hemeani
ngf
ul’
from t
heUNEEQquest
ionnai
rewer
eused(
UNeeQ,
n.d)
,aswas

def
inedi
nFr
onemannandPei
ssner(
2014)
.

2.
12.
3Mi
xed/
Hybr
idMet
hods

Kr
aus(
2017)usedami
xedmet
hodt
hati
s,t
het
ime-
tr
igger
edexper
iencesampl
i
ng

met
hod(
ESM)(
All
About
Ux,n.
d.;Hekt
neretal
.,2007)
.Wi
tht
hisst
rat
egy
,par
ti
cipant
s

wer
epr
ompt
eddur
ingagi
vent
imeoft
hedayt
orepor
tont
hei
rexper
iences.Thi
s

r
epor
ti
ngcanhowev
erbeconduct
edi
naqual
i
tat
ive,quant
it
ati
ve,ormi
xedmanner

(
All
About
Ux,n.
d).Wher
east
hemer
itofexper
iencesampl
i
ngi
sthatdat
acanbeel
i
cit
ed

dur
ing dai
l
yuse,i
ts demer
iti
sthatt
he r
epor
ti
ng t
ri
gger
s maydi
stur
b ordi
str
act

par
ti
ci
pant
sandi
nter
ruptt
hei
rexper
ience(
All
About
Ux,n.
d.;Kuj
alaetal
.
,2011)
.UX

dev
elopsal
ongt
hreemai
ndi
mensi
ons,namel
y:user
,sy
stem,andcont
ext(
Rot
oetal
.
,

2011)
.Thi
sdi
sser
tat
ionwi
l
ltakei
ntoconsi
der
ati
ont
heuser
’sper
spect
ivewi
thr
efer
ence

t
oaf
fect
,emot
ion,andf
eel
i
ngs,al
ongwi
tht
hef
ulf
il
lmentofpsy
chol
ogi
calneed.The

exper
ient
ialchar
act
eri
sti
csofasy
stem wi
l
lbeconsi
der
edi
nthi
sdi
sser
tat
ionbasedon

Hassenzahl
’
shedoni
c/pr
agmat
icmodel(
Hassenzahl
,2003)
.Ast
hismodelpr
esent
s,

pr
agmat
icf
acet
sar
eli
nkedt
ousabi
l
ityandhedoni
cfacet
sar
eli
nkedt
onon-
funct
ional

pr
oductchar
act
eri
sti
cst
hataddr
essi
ssuest
hatar
eper
sonal
l
yrel
evantt
otheuser
.

Theuseofami
xedmet
hodsst
rat
egydoesnotsi
mpl
eimpl
yempl
oyi
ngt
wodet
ached

139
st
rands ofquant
it
ati
ve and qual
i
tat
ive st
udi
es.Ther
e ar
e di
ver
se way
sthese t
wo

appr
oachescanbemi
xed,andt
hephaseofi
ntegr
ati
oni
sessent
ial
,whi
chr
elat
est
o

when and how t

he combi
nat
ion happens.I
n Cr
eswel
land Cl
ark(
2011)
,si
x(6)

pr
otot
ypi
calv
ersi
onsofmi
xedmet
hodsdesi
gnwasi
dent
if
ied,
thathi
ngesont
wof
acet
s:

het
t imeor
der
ing(
concur
rentorsequent
ial
)oft
hequant
it
ati
veandqual
i
tat
ivephases,

hedegr
andt eeofdomi
nanceofeachoft
heseappr
oaches(
Wu,2010)
.Int
hisst
udyan

expl
orat
orysequent
ialmi
xedmet
hodsdesi
gnwi
l
lbeadopt
edt
hatwi
l
lcommencewi
th

t
hecol
l
ect
ionandanal
ysi
soft
hequant
it
ati
vedat
a,andt
henwi
l
lbef
oll
owedbyt
he

qual
i
tat
ivesegmentt
hatwi
l
lbeempl
oyedt
oexpl
orei
ndet
ailt
hequant
it
ati
veout
comes,

mor
eso,
flexi
bil
i
tywi
l
lai
dtheexpl
orat
ionofemer
gentt
hemes.

Ev
en t
hough UX t
ranscendsusabi
l
ity
,nonet
hel
essusabi
l
ityi
sacomponentofUX.

Hence,
a t
ypi
calev
aluat
ions ofusabi
l
ity(
par
ti
cul
arl
ythe per
for
mance-
associ
ated

usabi
l
itymeasur
es)ar
enotappr
opr
iat
eint
hedet
ermi
nat
ionofUXsi
ncet
heydonot

mi
rr
oronsubj
ect
iveexper
iences(
Rot
oetal
.,2011;Wechsung&deMoor
,2014)
.Pr
ior

empi
ri
calwor
ksonUXar
econcent
rat
edoni
nter
act
ivepr
oduct
sli
kepr
oduct
sassoci
ated

wi
thar
t,mobi
l
ephones,TV,andwebsi
tesi
nthecont
extofl
eisur
e(Bar
gas-
Avi
l
a&

Hor
nbæk,
2011;
Dunphyetal
.,
2014;
Gar
fi
nkel
&Li
pfor
d,2014;
Kraus,
2017)

Thi
sst
udyseekst
oexpl
orehowi
nter
act
ivi
tyandot
herv
ari
abl
es(
suchas,usabi
l
ity
,and

aest
het
ics)mayev
olv
eov
ert
ime.Thest samul
udyadopt ti
phasedesi
gnbecauseofi
ts

l
ongi
tudi
nalnat
ure(
Creswel
l&Cl
ark,
2011)
.Dat
acol
l
ect
ionandanal
ysi
swi
l
lbespl
i
tint
o

separ
atet
imef
ramesandanal
yzedempl
oyi hesequent
ngt ialmet
hod,andt
heneach

t
ime f
rame wi
l
lbe compar
ed t
o pr
oduce t
he ov
eral
lout
come oft
he st
udy
.The

di
sser
tat
ion’
slongi
tudi
nalst
udywi
l
laddr
essest
hedear
thofl
ong-
¬ter
mresear
chi
nUX

140
r
esear
chassi
gni
fi
edby(
Bar
gas-
Avi
l
a&Hor
nbæk,2011;Kuj
alaetal
.
,2011)
.Thi
s3-

mont
hlyi
nter
valst
udyt
arget
stot
rai
luser
s’t
ransi
ti
onalexper
iencesandact
ivi
ti
esof

pr
oductuse ov
ert
ime.The st
udy f
ocuses on ecol
ogi
calusage i
nar
eal
-¬wor
ld

backgr
oundandconsequent
lyshoul
dof
ferar
emar
kabl
elongi
tudi
nal
UXr
esear
ch.

2.
13Model
i
ngUX

Bot
happr
oaches(
hol
i
sm andr
educt
ioni
sm)r
ecogni
zet
hatt
her
eisaneedf
ort
heor
ies,

model
sandf
ramewor
kst
oel
i
citandcommuni
cat
eideasabouthowbestt
odesi
gnf
orUX

(
Har
t,2014)
.Theor
eti
calr
esear
chf
ramewor
ksar
eempl
oyedf
ort
heconcept
ual
i
zat
ionof

UX,andcanconsi
stofei
theri
nst
rument
al(
obj
ect
ive)ornon-
¬inst
rument
al(
subj
ect
ive)

el
ement
s,orbot
h.Whi
l
emodel
scanei
therbest
ruct
ural
,ut
il
izedt
oinst
it
utecausal

r
elat
ionshi
psbet
weenconst
ruct
s,ormeasur
ementmodel
sthatar
eempl
oyedasawayt
o

measur
evar
iousconst
ruct
stoassi
stev
aluat
ionandenhanceunder
standi
ng(
Lawetal
.
,

2014)
.UXmodel
sar
eincl
i
nedt
otakear
educt
ioni
stst
andv
iew,whi
chemphasi
zest
he

measur
ingofUXconst
ruct
sandt
heev
aluat
ionoft
hei
rcor
rel
ati
ons.Sev
eralUXmodel
s

hav
ebeensuggest
ed;manywi
thv
ari
ngappr
oaches;but
,thesecanbecat
egor
izedi
nto

t
hreekeycl
ust
ers(
Har
t,2014)
.

2.
13.
1Const
ructModel
s

I
nLav
ieandTr
act
insky(
2004)
,amul
ti
pleconst
ructappr
oachut
il
izedt
oassessUX,

const
ruct
edameasur
ementmodelofuser
s’per
cept
ionsofaest
het
icsf
orwebsi
tes.

Essent
ial
l
y,t
hesear
osef
rom t
hepr
eli
minar
yexpl
orat
oryr
esear
ch(
Lav
ie&Tr
act
insky
,

2004;Tr
act
insky
,1997)t
hatempl
oyedf
act
oranal
ysi
stopi
npoi
ntacol
l
ect
ionofl
atent

const
ruct
sthatcompr
ised off
ivef
act
ors,namel
y;cl
assi
calaest
het
ics,expr
essi
ve

141
aest
het
ics,per
cei
vedusabi
l
ity
,pl
easur
eandser
vicequal
i
ty(
uti
l
ity
).Cl
assi
calaest
het
ics

r
efer
stot
het
radi
ti
onalv
iewsofaest
het
ics(
thati
s,desi
gnst
hatar
ecl
ear
,sy
mmet
ri
cal
,

andwel
lor
gani
zed)
,wher
easexpr
essi
veaest
het
icst
ranscendscl
assi
calpr
inci
plesand

hast
odowi
thcr
eat
ivi
ty(
thati
s,or
igi
nal
i
ty,andf
asci
nat
ingdesi
gns)(
Lav
ie&Tr
act
insky
,

2004)
.Fur
ther
mor
e,Por
at,Li
ssandTr
act
insky(
2007)l
aterdev
elopedt
hisconceptand

adopt
edt
heMehr
abi
anandRussel
l
’s(
1974)M-
R env
ironment
alpsy
chol
ogi
calmodel

(
uti
l
izedwi
del
yinmar
ket
ingf
iel
ds)
.Thi
smodelacknowl
edgest
hatper
cept
ionsoft
he

env
ironmenthav
e ef
fecton a user
s’emot
ionalst
ate.These emot
ionalst
ates ar
e

capt
uredut
il
izi
ngdi
mensi
onst
hatar
ebi
-pol
ar:pl
easur
e(sat
isf
act
ion)
,ar
ousal(
aff
ect
),

domi
nance(
user
-¬cont
rol
)(Por
at&Tr
act
insky
,2012)
.Theout
comesi
ndi
cat
edt
hatbot
h

cl
assi
calaest
het
icsandexpr
essi
veaest
het
icsi
mpact
edonar
ousalandpl
easur
e,and

whi
chconsequent
lyi
mpact
edat
ti
tudest
othepr
oduct
,andusabi
l
ityi
mpact
edpl
easur
e

anddomi
nance.Nev
ert
hel
ess,t
hehi
gh-
¬touchexper
ient
ialpr
oduct
s(suchas,l
uxur
y

goods)r
esul
tedt
obet
terr
ati
ngsofexpr
essi
veaest
het
ics,i
mpl
yi
nganaddedposi
ti
ve

emot
ions,wher
easl
ow-
touchsear
chbasedpr
oductwer
eassessedt
obemor
eusabl
e,

showi
ngt
hatt
hecont
entoft
hepr
oduct
smor
epossi
blybi
asedt
hei
rjudgmentf
ort
he

aest
het
icdesi
gn(
Por
atetal
.,
2007;
Por
at&Tr
act
insky
,2012)
.

2.
13.
2Inf
erenceModel
s

UXmodel
sar
eusef
ulf
orexami
ningt
heassoci
ati
onsofsev
eralconst
ruct
s,wi
thear
li
er

model
sconcent
rat
ingont
her
elat
ionshi
psbet
weenper
cei
vedaest
het
ics,
usabi
l
ity
,af
fect

andpl
easur
e(Por
at&Tr
act
insky
,2012;
Tract
insky
,1997)
.Hassenzahl
'
s(2004)i
nfer
ence

142
modelofUXwaspr
omi
nenti
npoi
nti
ngat
tent
iont
other
elat
ivecont
ri
but
iont
hatt
he

gener
alconst
ruct
sofhedoni
csandpr
agmat
icsmaket
ouser
s’ov
eral
ljudgmentofan

i
nter
act
ivedi
git
alpr
oduct
.Thei
nfer
encebasi
sist
hatuser
sinf
erunav
ail
abl
equal
i
ties

(
act
ualusabi
l
ityexper
ience)f
rom av
ail
abl
eones(
per
cei
vedaest
het
ics)t
oinf
eri
ntot
he

ov
eral
lqual
i
ty at
tri
but
es ofa pr
oduct(
goodness)
.Hassenzahland Monk (
2010)

i
ndi
cat
edt
hatev
aluat
ionsoft
heseconst
ruct
swer
est
abl
eacr
ossf
ourdi
ff
erentpr
oduct

t
ypes,t
husev
adi
ngt
hef
ixedf
all
acypr
obl
em (
Monk,2004)
.Thi
ssuggest
sthatuser

j
udgmentofUXi
sst
eadyacr
osspr
oductt
ype.

Thei
nfer
enceper
spect
ivei
sroot
edi
npsy
chol
ogi
calt
heor
yofj
udgment
,andi
shi
nged

on pr
obabi
l
ist
icconsi
stency(
For
d & Smi
th,1987)
.The i
ncompl
etenessofpr
oduct

i
nfor
mat
ionmakest
hej
udgementofconsumer
stobebasedoni
nfer
encesaboutt
hose

mi
ssi
ng i
nfor
mat
ion.Aki
ntot
heconst
ructmodel
,Hassenzahl(
2004)pr
oposet
hat

per
cei
vedhedoni
candpr
agmat
icqual
i
tyconst
ruct
simpactgl
obalassessment
soft
he

pr
oduct
sgoodnessandbeaut
y.Theconnect
ionl
i
nki
ngpr
agmat
icqual
i
tyandbeaut
yis

i
ndi
rectandi
smedi
atedbygoodness(
productv
alue)whi
l
eont
heot
herhand,hedoni
c

qual
i
tyi
sdi
rect
lyi
nfer
redf
rom beaut
y.

Hassenzahl
’
s(2004)i
nfer
encemodelpost
ulat
est
hatuser
sinf
erat
tr
ibut
es(
suchas,

act
ualusabi
l
ity
)thatar
enotav
ail
abl
edi
rect
lyf
rom speci
fi
cat
tr
ibut
es(
suchas,beaut
y)

t
hatar
eav
ail
abl
eandandt
heni
nfert
heov
eral
lqual
i
ty(
suchas,
goodness)
,inal
l
uti
ont
o

t
heasser
ti
ont
hat“
beaut
if
uli
sgood”
,(anal
ogoust
oTr
act
insky
,(1997)
,whopr
oposes

t
hatbeaut
yhasef
fectonper
cei
vedusabi
l
ity
).Thi
stheor
yhasbeenwi
del
yver
if
ied

ut
il
izi
ngt
heAt
trakDi
ff
1inst
rumentt
hatmeasur
esper
cei
vedhedoni
candpr
agmat
ic

qual
i
tyat
tr
ibut
es,t
oget
herwi
tht
hegl
obalconst
ruct
s:beaut
yandgoodness,acr
ossan

143
ar
rayofpr
oduct
sandusergr
oups(
Hassenzahl&Monk,2010;v
anSchai
ketal
.
,2012)
.

Mor
eov
er,t
hismodelcanbet
akent
obeaki
ntot
hemul
ti
pleconst
ructt
heor
y,wher
e

peopl
ejudge pr
oductbased on t
hei
rini
ti
alper
cept
ions,nonet
hel
ess t
he i
nfer
ence

v
iewpoi
ntr
ecogni
zest
hatsomei
nfor
mat
ionmay
beabsent(
fori
nst
ance,
usabi
l
ityent
ail
s

somei
nter
act
ionwi
thapr
oduct
).Fur
ther
mor
e,t
hismodeli
sal
sosubj
ectt
ocont
ext
ual

ef
fect
s,f
orexampl
eDi
efenbachandHassenzahl(
2011)exami
nedt deaofHedoni
hei c

Di
l
emmai
ndi
cat
ingt
hatt
hebeaut
yofapr
oduct(
mobi
l
ephone)wasmor
eval
ued.I
n

si
tuat
ionswher
epeopl
ear
efor
cedt
ochoose,t
heyar
eli
kel
ytochooset
hemor
eusabl
e

pr
oduct
sbef
oret
hemor
ehedoni
cones.Ther
easonspr
ovi
dedwer
ethatpeopl
esel
ect

whatt
heycaneasi
l
yjust
if
y(t
hati
s,pr
agmat
ic)
,andnotj
ustwhatt
heyenj
oymost(
thati
s,

hedoni
c)i
rr
espect
ive ofwhet
hert
hey woul
dfeelbet
terwi
tht
he hedoni
c choi
ce.

Har
tmann,
Sut
cli
ff
e,andDeAngel
i
,(2008)f
oundr
elat
edt
rade-
offchoi
cesbet
weenmor
e

aest
het
icandcust
omi
zeddesi
gnsi
nappl
i
cat
ionsi
nmobi
l
ephone.I
nar
elat
edst
udy
,

userj
udgmentofaest
het
icsandov
eral
lpr
efer
encesv
ari
ed,subj
ectt
othei
nfor
mat
ion

pr
ovi
ded apr
ior
i(Har
tmann,Sut
cli
ff
e,& De Angel
i
,2007)
.As UX becomes mor
e

di
ver
sif
ied,
thei
nvest
igat
ionofv
ari
ousv
ari
abl
est
obei
ncor
por
atedi
namodelbecomes

agr
eat
erchal
l
enge.

2.
13.
3Pr
ocessModel
s

Ot
hermodel
shav
econcent
rat
edont
hecogni
ti
vepr
ocessandar
eusedt
oev
aluat
e

changesi
nper
cept
ionanduserj
udgmentov
ert
ime.Atf
ir
st,
thesemodel
sconcent
rat
ed

pr
imar
il
yont
heear
lyst
agesoft
hepr
ocess,
whenuser
sfor
mini
ti
ali
mpr
essi
onsbui
l
ton

t
heaest
het
icsanddesi
gnf
eat
uresofapr
oduct(
Lindgaar
d,Fer
nandes,Dudek,&Br
own,

2006)
.Fur
ther
mor
e,r
esponset
imef
oraest
het
icj
udgment
swasdi
scov
eredt
obemuch

144
f
ast
ert
hanf
orusabi
l
ityj
udgment
s,ast
hel
att
eri
nvol
ved‘
cogni
ti
ver
efl
ect
ion’
.Sot
he

v
isualappealofapr
oductcani
mpactonauser
s’j
udgment
,andboostt
hei
rmot
ivat
ion

t
ouseornott
ouset
hepr
oduct(
Lindgaar
d,Dudek,Sen,Sumegi
,&Noonan,2011)
.Thi
s

r
elat
est
othei
nfer
encemodel
s,wher
euser
s’i
nit
ialorf
ir
stper
cept
ionsofaest
het
icsand

t
hei
rexpect
edorant
ici
pat
edusabi
l
itycoul
dimpactont
hei
rper
cept
ionaboutot
her

i
naccessi
blei
nter
act
ivef
eat
ures and at
tri
but
es (
forexampl
e,act
ualusabi
l
ity or

goodness)(
Hassenzahl&Monk,2010;Hassenzahl
,2004)
.Thedi
rect
ionofassoci
ati
on

bet
weenusabi
l
ityandaest
het
icshasr
emai
nedi
ndi
sti
nct
,asar
esul
toft
hesev
eral

st
udi
est
hathav
eusedv
ari
ngconst
ructmani
pul
ati
onsandmeasur
ementscal
es(
Tuch,

Rot
h,Hor
nbæk,
Opwi
s,&Bar
gas-
¬Av
il
a,2012)
.Int
hei
rwor
k,Har
tmann,
Sut
cli
ff
e,andDe

Angel
i(2007)r
eveal
edt
hatuser
s’ov
eral
lpr
efer
encesf
orwebsi
teswi
thr
elat
edcont
ent

anddesi
gn,
canbei
nfl
uencedbyf
rami
ngef
fect
s,wher
euserj
udgmentofaest
het
icsand

ov
eral
lpr
efer
encev
ari
edbasedont
ask.Di
efenbachandHassenzahl(
2009)f
oundsome

t
rade-
¬of
finf
luencesbet
weenbeaut
yandusabi
l
ity
.Theyf
oundt
hatwher
ebeaut
yis

v
alued,
suchbeaut
yisdi
scount
edbyuser
sincasesorsi
tuat
ionswher
eeasyj
ust
if
cat
ion

i
snotal
l
owed(
fori
nst
ance,costv
sbeaut
y).Rel
atedt
rade-
¬of
fimpact
swer
eal
so

di
scov
eredbet
weenhedoni
candpr
agmat
icqual
i
tiesi
nanot
herst
udycar
ri
edoutby

Di
efenbachandHassenzahl(
2011)(
Har
tmann,Sut
cli
ff
e,& DeAngel
i
,2008;Väät
äjä,

2014)

Pr
ocess model
,whi
ch i
s ot
her
wise descr
ibed as dual
-pr
ocess model
,combi
nes

mot
ivat
ionandcogni
ti
veabi
l
ity(
Met
zger
,2007)
.Iti
sseenbysomeasat
hree-
phase

pr
ocess(
Ou&Si
a,2010)
.ItseesUXasacogni
ti
vepr
ocesst
hatcanbemodel
edand

ut
il
izedt
omeasur
eorassesst
heev
olut
ioni
nper
cept
ionandj
udgmentov
ert
ime.I
n

145
addi
ti
on,t
he Mahl
ke and Thür
ing’
s(2007)i
ntegr
ated CUE (
Component
s ofUser

Exper
ience) model di
sti
ngui
shed t
hree const
it
uent
s of UX: i
nst
rument
al, non-

¬i
nst
rument
alandt
heemot
ionalr
esponsesofuser
s.Theper
cept
ionofi
nst
rument
al

qual
i
ties (
usabi
l
ity and usef
ulness)and t
he non-
¬inst
rument
al(
visualaest
het
ics)

qual
i
tiesar
eimpact
edbyemot
ionalr
esponses,
whi
chal
ll
eadt
oanov
eral
lappr
aisaland

j
udgmentofasy
stem (
pref
erence,
behav
ior
,andchoi
ce)
.The‘
i
nter
act
ionchar
act
eri
sti
cs’

i
sthe user
s’per
cept
ion oft
he i
nst
rument
aland non-
¬inst
rument
alchar
act
eri
sti
cs

af
fect
ed byt
he sy
stems pr
oper
ti
es,t
ask and cont
extas wel
las user
s’ski
l
land

knowl
edge.

Pr
iorst
udi
eshav
eexpl
oredt
heear
lyst
agesoft
hepr
ocess,whenuser
sfi
rstf
ormed

aest
het
icj
udgment
s.Fori
nst
ance,Li
ndgaar
d,Fer
nandes,Dudekand Br
own (
2006)

acknowl
edgedt
hatf
ir
sti
mpr
essi
onsmat
ter
s,showi
ngt
hatper
cept
ionsaf
terabr
ief

exposur
e(ofabout50msec)
,cr
eat
edanaest
het
ici
mpr
essi
on,andr
elat
edwi
tht
hose

wi
thoutat
imebound,
whi
chposi
ti
vel
yimpact
edev
aluat
iononandat
ti
tudeofuser
stoa

gi
venpr
oduct
.Thi
swashi
ngedont
he‘
mer
eexposur
eef
fect
’exper
iment
scar
ri
edoutby

Zaj
onc(
1980)whoasser
tedt
hati
nit
ialv
isualper
cept
ionsar
eanaf
fect
iver
eact
iont
hat

happensbef
oret
hecogni
ti
vepr
ocess.Li
ndgaar
d,Dudek,
Sen,
Sumegi
andNoonan(
2011)

i
nat
woexper
iment
sconduct
edl
aternot
icedt
hatt
her
esponset
imef
oraest
het
ic

j
udgment
swasmuchf
ast
ert
hant
hatofusabi
l
ityort
rust
wor
thi
ness,t
hatneededa

cer
tai
namountof‘
cogni
ti
onr
efl
ect
ion’
.Theyal
soobser
vedt
hatv
isualappealhadef
fect

on f
ir
st i
mpr
essi
on j
udgment
s of ot
her qual
i
ties,l
i
ke per
cei
ved usabi
l
ity and

t
rust
wor
thi
ness,
andt
hatt
hemor
eaest
het
ical
l
ydesi
gnedpr
oduct
swer
emor
efav
ored.

Li
ndgaar
d’setal
.(2011)modeldemonst
rat
edt
hatuserj
udgmenti
sgi
nger
edbyt
he

146
i
nit
ialv
isualappeal(
aest
het
ics)ofapr
oduct
,fol
l
owedbyt
hecogni
ti
ver
efl
ect
ionof

usabi
l
ity
,ut
il
it
yandt
rust
wor
thi
ness,whi
chhappensl
aterbecauseoft
heext
rat
ime

r
equi
redt
opr
ocess.Consequent
lyaest
het
icscangener
ateahal
oef
fect
,whi
chaf
fect
s

t
heov
eral
lj
udgmentoft
hepr
oduct
.Thi
smodeli
ssi
mil
art
othatofPor
atandTr
act
insky

(
2012)t
hatsuggest
edt
hatper
cei
vedaest
het
ics(
classi
calandexpr
essi
ve)br
ingsabout

somecer
tai
nemot
ionalst
ates(
arousalandpl
easur
e),whi
chconsequent
lyi
nfl
uences

t
heuser
s’at
ti
tudest
othepr
oduct
.

Har
tmannetal
.(2008)suggest
edapr
ocessmodelwhi
chcent
ersont
heor
derof

i
nter
act
ionswhenpeopl
emakequal
i
tyj
udgment
swi
thi
nonesessi
on.Ont
hebasi
sof

Pay
ne,Bet
tmanandJohnson’
s(1993)adapt
ivedeci
sionmaki
ngt
heor
y(ADM)whi
ch

post
ulat
est
hatuserj
udgment
sisdependantont
hecont
extandt
askathand,and

i
ndi
vi
dual
sal
i
gnt
hei
rresponsesaccor
dingt
odi
ff
erentdeci
sionsi
tuat
ions.Har
tmannet

al
.(2008)suggest
edt
hatpeopl
emakedeci
sionsbyadapt
ingt
hei
rst
rat
egi
esdependent

ont
het
askt
heyhav
einhand,t
hei
rbackgr
ound(
knowl
edge/
ski
l
l)andt
hecr
it
ical
i
tyof

t
hedeci
si
on.Fur
ther
mor
e,userj
udgmenti
sal
socont
ingentont
hei
nter
act
ionsexi
sti
ng

bet
weent
hecr
it
eri
aofdeci
sion-
¬maki
ng(
thati
s,desi
gnqual
i
tiessuchasusabi
l
ity
,

cont
ent
,aest
het
ics,
brandandcust
omi
zat
ion)t
hatar
eadj
ust
edorat
tunedbyt
hecont
ext

(
ser
iousv
snotser
ious)
.Ther
efor
e,UXi
sdet
ermi
nedbyt
hedesi
gnqual
i
tiest
hatar
e

i
nfl
uencedbycont
ext
,taskanduserbackgr
ound.Besi
des,
ther
elat
ivesi
gni
fi
canceoft
he

j
udgmentcr
it
eri
aev
olv
esdur
ingsessi
on,
asshownbyt
her
oleofaest
het
icsi
nini
ti
aland

l
aterexposur
etowebsi
tes(
Lindgaar
detal
.,
2006)
.

Fur
thert
othecompr
ehensi
onoft
hef
eat
uresofexper
ienceandt
hef
acet
simpact
ingi
t,

t
her
ear
emodel
sthatst
ruct
uret
heUXf
ormat
ionpr
ocess.Hassenzahl(
2003)pr
ovi
deda

147
f
ramewor
kinwhi
cht
hev
ari
ouspr
oductf
eat
uresar
eat
tr
ibut
edt
osomecer
tai
nseemi
ng

pr
oductf
eat
ures.These pr
oductchar
act
eri
sti
cs such as cont
ent
,funct
ional
i
tyand

i
nter
act
ionhav
epar
ti
cul
aref
fect
sont
heuserl
i
keappeal
,pl
easur
eandsat
isf
act
ion.

Obv
iousl
y,t
heyar
eal
sodependentont
hesi
tuat
ionandt
hei
ndi
vi
dual
.Mahl
ke(
2008)

pr
esent
ed a r
elat
ed f
ramewor
kwi
th somer
efi
nement
s.I
n pl
aceofpr
agmat
icand

hedoni
cqual
i
ties,hehi
ghl
i
ght
edi
)inst
rument
alqual
i
tiessuchasut
il
it
yandusabi
l
ity
;ii
)

emot
ionalr
eact
ionssuchassubj
ect
ivef
eel
i
ngs,
mot
orexpr
essi
ons,
cogni
ti
veappr
aisal
s

andbehav
ior
alt
endenci
es;andi
i
i)non-
inst
rument
alqual
i
tiessuchasaest
het
icf
acet
s,

sy
mbol
i
cfacet
sandmot
ivat
ionalf
acet
s.Fur
ther
mor
e,heseest
heseasl
eadi
ngt
o,f
or

exampl
e,choi
ce bet
ween pr
oductal
ter
nat
ives and usage behav
ior
.Gener
all
y,bot
h

model
shel
ptocompr
ehendt
hest
artpoi
nts,const
it
uent
sandout
comesofUX(
Olsson,

2012)
.

Thi
sdi
sser
tat
ionf
oll
owst
hepr
ocessmodelofUXasi
twi
l
lexami
net
het
ransi
ti
onof

userexper
iencef
oll
owi
ngt
hechangesi
nuser
s’ev
aluat
iveper
cept
ionofpr
oductqual
i
ty

j
udgment
sfr
om onequal
i
tyat
tri
but
etoanot
her
.

Thet
hree-
¬st
agecogni
ti
vepr
ocessmodelofuserj
udgmentf
orqual
i
tywaspr
oposedby

Har
tmannetal
.(2008)
,andSut
cli
ff
e(2009)
.Itwashi
ngedont
heAdapt
iveDeci
sion

Maki
ng Theor
y(ADM)f
rom Pay
ne,Bet
tman,and Johnson (
1993)who posi
tst
hat

“
peopl
e’
sdeci
sion maki
ng i
sadapt
iveand cont
ingentupon t
ask,cont
extand t
hei
r

backgr
ound exper
ience”(
Har
tmann etal
.,2008,p.388)
.Themodelsuggest
sthat

peopl
es’deci
si
on maki
ng i
smodi
fi
ed byt
he t
ask-
¬in-
¬hand (
usergoal
s),whi
ch i
s

dependantont
heuser
’spr
ofi
l
eorbackgr
ound(
exper
ience)
,andt
hecont
ext(
ser
iousv
s.

notser
ious)
.Userj
udgmental
sohi
ngesont
hepr
ior
it
izat
ionoft
hepr
oductqual
i
ties

148
at
tri
but
es(
usabi
l
ity
,ut
il
it
y,aest
het
icset
c.)t
hroughwhi
cht
hepr
oducti
sjudged(
Har
t,

2014).

Har
t(2014)enhancedt
hisHar
tmannetal
.’
s(2008)modelofqual
i
tyj
udgmentbyt
he

i
ncl
usi
onofi
nter
act
ivi
ty.Thi
smul
ti
-¬at
tri
but
emodeli
shi
ngedont
hecogni
ti
vet
heor
ies

ofj
udgmentanddeci
si
onmaki
ng,adapt
edf
rom Pay
ne’
setal
.(1993)Adapt
iveDeci
sion

Maki
ng Theor
y(ADM)
.The userchooses di
ff
erentdeci
sion-
¬maki
ng appr
oaches

dependentont
het
ask(
goal
)andcont
ext(
ser
iousness)
,asuserj
udgmenthi
ngesont
he

pr
ior
it
izat
ionofsev
eralpr
oductqual
i
ties(
usabi
l
ity
,aest
het
ic,br
and,et
c.)(
Har
tmannet

al
.
,2008)
.Rel
atedt
rade-
¬of
fappr
oachesar
eal
sof
oundi
nDi
efenbachandHassenzahl

(
2009)bet
weenbeaut
yandusabi
l
ity
.

Har
t’
s(2014)r
esear
cht
arget
edatexpandi
ngt
hecogni
ti
vemodeli
ntwoway
s,f
ir
stl
yby

expl
ori
ngaddi
ti
onalconst
ruct
sthatar
edr
awnf
rom psy
chol
ogy
,andt
hent
oexami
net
he

wayt
hese const
ruct
s ev
olv
e ov
era sust
ained and pr
olonged use and t
ime.The

pr
inci
plesofaf
fect(
moodandemot
ions)
,fl
ow(
immer
sion)andpr
esence(
inv
olv
ement
)

ar
ewel
lresear
chedi
not
herf
iel
dsofr
esear
ch(
Ber
lyne,1960;Csi
kszent
mihal
yi
,1990;

Wi
tmer&Si
nger
,Mi
chael
,1998)
,butt
hewayt
hesei
mpactUXi
snotknown.I
twas

expect
edt
hatdesi
gnst
hatenhancehi
ghaf
fect
,fl
owandpr
esencewi
l
lpr
oduceposi
ti
ve

exper
iences(
Har
t,2014)
.

2.
13.
4TheTechnol
ogyAccept
anceModel
(TAM)

Pr
ocessmodel
sar
esi
mil
ari
nappr
oachast
heext
ensi
vel
yut
il
izedTAM (
Techni
cal

Accept
anceModel
s)appr
oacht
hatwascr
eat
edbyDav
is(
1989)
.TAM’
sgoalwast
o

modelt
hei
ntent
ionofuser
stoacceptanduseanewt
echnol
ogyov
ert
ime.Themodel

149
wasbui
l
tont
het
heor
yofr
easonedact
ion(
Ajzen&Fi
shbei
n,1980)
,andsubmi
tst
hat

peopl
es’i
ntent
iont
ouseat
echnol
ogyi
sbot
hdet
ermi
nedbyt
hei
rper
cept
ionoft
he

usef
ulnessoft
het
echnol
ogyandt
heper
cei
vedeaseofuseoft
het
echnol
ogy
.Though

t
her
ehav
ebeensev
eral
studi
est
hathav
econf
ir
medandext
endedt
hei
nit
ial
TAM model
,

i
thasbeensev
erel
ycr
it
iquedoni
tsst
rongpoi
ntandont
heaccountofi
tsst
rengt
hand

si
mpl
i
cit
y,asel
uci
dat
edbyBagozzi(
2007)
,“I
tisunr
easonabl
etoexpectt
hatonemodel
,

andonesosi
mpl
e,woul
dexpl
aindeci
sionsandbehav
iorf
ull
yacr
ossawi
der
angeof

t
echnol
ogi
es”
.Thechal
l
engemaybeasar
esul
toft
her
eli
anceofpr
iorst
udi
esonTAM

(
Har
t,2014)
,justasBenbasatandBar
ki(
2013)st
at hat“
est studyaf
terst
udyhav
e

r
eit
erat
edt
hei
mpor
tanceof[
per
cei
vedusef
ulness]PU,wi
thl
i
ttl
eresear
chef
for
tgoi
ng

i
ntoi
nvest
igat
ingwhatact
ual
l
ymakesasy
stem usef
ul”
.

Venkat
esh,Mor
ri
s,Dav
isandDav
is(
2003)l
aterexpandedt
heTAM f
ramewor
kint
hei
r

Uni
fi
edTheor
yofAccept
anceandUseofTechnol
ogy(
UTAUT)f
ramewok,t
hrought
he

addi
ti
onofei
ghtmor
eexpl
anat
oryv
ari
abl
est
obet
terexpl
ainbehav
ior
.Thesev
ari
abl
es

compr
iseofuserchar
act
eri
sti
cs(
li
keage,gender
,exper
ience)
,andsoci
ali
nfl
uence.

Fur
ther
mor
e,Magni
,SusanTay
lorandVenkat
esh(
2010)expl
oredot
herqual
i
tiesov
er

t
ime.Thei
rfr
amewor
kcompr
isedt
wohedoni
cconst
ruct
s(per
sonali
nnov
ati
veness,and

cogni
ti
ve absor
pti
on) t
oget
her wi
th t
he i
nst
rument
al v
ari
abl
es (
per
for
mance,

enhancement
).I
naddi
ti
on,t
her
ear
eot
hermodel
sthatsuggest
edt
hatdesi
gnat
tr
ibut
es

such as per
cei
ved i
nter
act
ivi
ty hav
e ef
fecton t
he j
udgment
s ofef
fi
ciency and

ef
fect
iveness,whi
chconsequent
lyi
nfl
uencedpr
oductpr
efer
encesandenj
oyment(
Cyr
,

Head,&I
vanov
,2009;Lee&Koubek,2010b;Teo,Oh,Li
u,&Wei
,2003)
.Ev
ent
hough

t
hesef
ramewor
ksshar
esi
mil
ari
nfer
encev
iewpoi
ntast
hoseoft
heHassenzahl(
2004)

150
model
,theyar
e howev
erchal
l
engi
ng and di
ff
icul
tto compar
e,because ofv
ary
ing

meani
ngandi
nter
pret
ati
ont
heyassoci
atewi
thconst
ruct
sandv
ari
abl
es.Fori
nst
ance

hedoni
cswasconsi
der
edasoneuni
tbyMagnietal
.(2010)
,andt
reat
edasav
alueby

Teoetal
.(2003)t
hataccount
sfororcont
ri
but
est
oov
eral
lsat
isf
act
ion.Addi
ti
onal
l
y,t
he

componentoft
ime(
whet
herl
ong-
¬ter
m orshor
t-
¬ter
m)canal
soaddt
othecompl
exi
ty,

whi
chcanv
arycont
ingentonhowt
hemodel
isappl
i
ed(
Law&v
anSchai
k,2010)
.

2.
14Ot
herUserExper
ienceFr
amewor
ks

Addedt
othehol
i
sti
cdef
ini
ti
onsoft
heconceptofUX,
ther
ear
esev
eralf
ramewor
kst
hat

pr
esent cat
egor
ies and concept
sthat assi
st i
n char
act
eri
zi
ng,i
dent
if
ying and

cat
egor
izi
ngdi
ff
erentexper
ient
ialr
esponses,t s,t
hati ypesofUX.Ther
ehav
ebeena

cont
inuousdi
scussi
ononwhet
heranexper
ienceshoul
dbemodel
ed,
reducedt
ospeci
fi
c

cat
egor
iesorquant
if
ied(
thati
s,t
hequal
i
tat
iveandquant
it
ati
veper
spect
ives(
Law,
2011)
.

I
naddi
ti
on,
Olsson(
2012)al
socont
endt
hatUXcanal
sobecat
egor
izedaccor
dingt
othe

‘
user
-cent
ered’
,‘i
nter
act
ion-
cent
ered’and ‘
product
-cent
ered’f
ramewor
ks pr
evi
ousl
y

empl
oyedbyFor
li
zzi
andBat
tar
bee(
2004)
.

2.
14.
1User
-Cent
eredFr
amewor
ks

User
-cent
eredmodel
sar
ethemostcommonsi
nceexper
ienceaf
teral
lisal
laboutt
he

user
’si
nter
nalr
esponses and out
comes.Desmetand Hekker
t(2007)suggesta

f
ramewor
kaboutpr
oductexper
ienceandi
tsdi
ff
erentexpr
essi )subj
ons:i ect
ivef
eel
i
ngs:

t
heconsci
ousawar
enessoft
hechangei
ncor
eaf
fect
;i)behav
i ior
alr
eact
ions:behav
ior
al

pr
opensi
ti
essuchasappr
oach,
avoi
dance,
inact
ion;
ii
i)expr
essi
ver
eact
ions:f
orexampl
e,

smi
l
ingandot
herf
aci
al,v
ocalandpost
uralexpr
essi
ons;andi
v)phy
siol
ogi
calr
eact
ions:

151
f
orexampl
e,sweatpr
oduct
ionandot
heract
ivi
ti
esoft
heaut
onomi
cner
voussy
stem.

Thesear
evi
talaspect
sofhowexper
iencet
urnoutt
obeexpl
i
citorpal
pabl
eforbot
hthe

subj
ectandot
herpeopl
eandwhatar
ethei
mmedi
ateout
comesf
rom t
heexper
iencei
na

per
son.Nor
man (
2004)suggest
sthr
ee ki
nds ofexper
ience t
o be consi
der
ed as

i
nfor
mat
ionpr
ocessi
ngl
evel
sinemot
ionaldesi
gn,t e:v
hesear iscer
al,behav
ior
aland

r
efl
ect
ive.Fi
rst
ly,t
hev
iscer
all
evelr
elat
est
otheaut
omat
ic,bi
ologi
cal
l
ydet
ermi
ned,

pr
ewi
redl
evelt
hati
ndi
cat
est
hebegi
nni
ngofaf
fect
ivepr
ocessi
ngwi
thswi
ftj
udgment
s

(
forexampl
e,whati
sgood,whati
sbad,orwhatt
oappr
oach)
.Secondl
y,t
hebehav
ior
al

l
eveli
sthesi
teofmosthumanbehav
ior
,encl
osi
ngt
hebr
ainpr
ocessest
hatcont
rolour

dai
l
ybehav
ior
.Thi
rdl
y,t
her
efl
ect
ivel
eveli
sthecont
empl
ati
veandt
hought
fular
eaoft
he

br
ain.Whi
l
eitdoesnothav
edi
rectaccessei
thert
osensor
yinputort
hecont
rolof

behav
ior
,ithowev
erwat
chesov
er,r
efl
ect
supon,andcanbi
asbehav
ior
all
eveli
nal
ong

t
erm.I
naddi
ti
on,t
her
efl
ect
ivel
evelcani
mpr
oveorhi
ndert
hebehav
ior
all
evel
,whi
ch,

subsequent
lycani
mpr
oveori
mpedet
hev
iscer
all
evel
(Ol
sson,
2012)
.

DesmetandHekker
t(2007)di
ff
erent
iat
ebet
weent
hr ndsofpr
eeki oductexper
ience.

Fi
rst
ly,
theaest
het
icexper
iencer
elat
est
othegr
ati
fi
cat
ionoft
hesenses,
thati
s,howt
he

sensor
yand per
cept
ualsy
stem r
esponds t
othe pr
oduct
’s appear
ance,t
he t
act
il
e

char
act
eri
sti
cs,andt
hesoundsandsmel
l
sgener
ated.I
tist
heext
entt
owhi
cht
he

per
cept
ualsy
stem “
managest
odet
ect
,e.
g.,st
ruct
ure,or
derorcoher
enceandassess

t
hepr
oduct
’snov
elt
y/f
ami
l
iar
it
y”.Lat
er,sensor
yexper
ienceshav
ebeendet
achedf
rom

t
his,
concent
rat
ingont
hei
mmedi
atesensor
yresponses,
int
eral
i
a:v
isual
,audi
ti
ve,
hapt
ic,

ol
fact
ory and gust
ator
y(Schi
ff
erst
ein & Hekker
t,2011)
.Secondl
y,exper
iences of

meani
ngr
elat
est
othecogni
ti
vel
ypr
ocessedex
per
iencessuchascont
rol
,luxur
yand

152
at
tachment
.Theexper
iencegoest
hroughpr
ocessessuchassemant
ici
nter
pret
ati
on

andsy
mbol
i
crel
ati
onshi
p,whi
chmakesi
tli
kel
yforpeopl
eto“
recogni
zemet
aphor
s,

assi
gnexpr
essi
vechar
act
eri
sti
csandassesst
heper
sonalorsy
mbol
i
csi
gni
fi
canceof

pr
oduct
s”.Themeani
ngcanbehi
ngedondi
ff
erentf
eat
uresoft
hepr
oduct(
forexampl
e,

cul
tur
alv
alue,f
unct
ional
i
ties,andhow i
tsuppor
tsone’
sident
it
y).Thi
rdl
y,emot
ional

exper
iencer
elat
est
oaf
fect
ivephenomenasuchashappi
ness,di
sgust
,fear
,pr
ideand

sur
pri
se.Mor
eov
er,emot
ionsar
efunct
ional
:pl
easantemot
ionspul
lpeopl
etobenef
ici
al

t
hingsandunpl
easantemot
ionspushf
rom t
hoset
hatar
edet
ri
ment
al(
Olsson,
2012)
.

Jor
dan(
2002)t
akesast
andpoi
ntont
her
oleofpl
easur
einpr
oductexper
ience.Ont
he

basi
sofagener
alTi
ger
’s(
1992)appr
oacht
opl
easur
e,Jor
dandi
ff
erent
iat
esf
ourki
nds

ofpl
easur
abl
eexper
ienceasf
oll )Phy
ows:i sio-
pleasur
e:i
sconnect
edt
o bodyand

senses;
i)Psy
i cho-
pleasur
e:r
elat
est
othemi
ndandemot
ions;
ii
i)Soci
o-pl
easur
e:r
elat
es

t
orel
ati
onshi
psandst
atus,
iv)I
deo-
pleasur
e:i
sconnect
edt
oval
uesandat
ti
tudes.These

canbev
iewedasv
ari
ousov
eral
lqual
i
tiesofanexper
ience.St
andi
ngont
hepr
agmat
ics

ofDewey
,Wr
ightetal
.(2008)expl
aint
hehol
i
sm ofexper
ienceasabr
aidmadeupof

f
ouri
nter
twi
ning t
hreadst
hatar
emut
ual
l
ycommon t
o al
lexper
ience,namel
y:t
he

sensual
,emot
ional
,spat
io-
tempor
al,andcomposi
ti
onal
.Fi
rst
ly hesensualt
,t hread i
s

r
elat
edt
oaper
son’
ssensor
yandbodi
l
yengagementwi
thasi
tuat
ion,t
heconcr
eteand

v
iscer
alchar
act
ersofexper
iencet
hati
sgr
abbedpr
e-r
efl
ect
ivel
yint
hei
nst
antsenseofa

si
tuat
ion(
forexampl
e,t
hel
ookandf
eelofapr
oduct
,andt
hewar
mthofasummerday
).

Secondl
y heemot
,t ionalt
hreadr
elat
est
o“j
udgment
sthatascr
ibet
oot
herpeopl
eor

t
hingsani
mpor
tancewi
thr
espectt
oourneedsanddesi
res”
.Peopl
e’
ssensat
ionsof

f
rust
rat
ion,desi
reorsat
isf
act
ionar
efocusedonanot
herper
sonort
hing.Peopl
ecan

153
mi
rr
oront
hei
rownemot
ionsbutal
soonot
her
s’emot
ions.Thust
hei
nter
playoft
he

sensualandemot
ionalt
hreadsf
ashi
onsasat
isf
act
oryconsequenceoft
heexper
ience.

Thi
rdl
y hespat
,t io-
tempor
alt
hreademphasi
zest
hatexper
ienceconst
ant
lyr
efer
stoa

gi
ven si
tuat
ion (
“pl
ace”
)ata speci
fi
cti
me.Four
thl
y he composi
,t ti
onalt
hread i
s

“
concer
nedwi
tht
henar
rat
ivest
ruct
ureofanexper
ience,how wemakesenseoft
he

r
elat
ionshi
psbet
ween t
hepar
tsand t
hewhol
esofan encount
er.
”In an unf
oldi
ng

i
nter
act
ion,i
trel
atest
owhatmi
ghtoccur
,whatdoesoccur
,theout
comesandcauses,

hencebui
l
dingasenseofcont
rol
andagencyofact
ions(
Olsson,
2012)
.

Fr
om t
heWr
ight
’setal
.( scussoncont
2008)di inuousengagementandsensemaki
ng,

meani
ngi
sfor
medoutoft
hei
nter
playbet
weent
hecomposi
ti
onal
,sensual
,emot
ional
,

andspat
io-
tempor
alt
hreads.Thi
sfor
mat
ioncanbespl
i
tfur
theri
nto6pr
ocessest
hat

expl
aint
hehuman sensemaki
ng and r
efl
ect
ion.Thepr
ocessesf
oll
ow each ot
her

t
empor
ari
l
yhowev
ert
het
imescal
ebet
weent
hem canv
aryandeachpr
ocessmi
ghtnot

bepr
esentwi
thev
eryexper
i )ant
ence:i ici
pat
ing:ant
ici
pat
ingt
heexper
iencet
opr
ovi
de

cer
tai
nli
kel
i
hoodsorpossi
bil
i
tiesf
oract
ionorr
esul
ts,al
ongwi
thexpect
ingpar
ti
cul
ar

t
empor
alandspat
ialchar
act
eri
sti
csofi
t )connect
;i
i ing:t
hei
mmedi
ate,pr
e-l
i
ngui
sti
c

senseofasi
tuat
ion,l
i
ket
hei
nst
antf
eel
i
ngofcal
mnesswhenar
ri
vi
ngawebsi
te.Thi
s

hasal
sobeent
alkaboutas‘
theemot
ionalcl
i
mat
e’andi
tfor
mshow aper
sonl
ater

i
nter
pret
swhati
sgoi
ngon;
ii
i)i
nter
pret
ing:t
hepr
ocessofexpl
aini
ngt
henar
rat
ivesi
nan

encount
er,
descr
ibi
ngt
heagent
sandact
ionpossi
bil
i
ties,
whathasoccur
redandwhati
s

l
i
kel
ytooccurandhow t
hisr
elay
stopeopl
e’
sdesi
res,hopes,andf
ear
sandpr
ior

exper
iences;i
v)r
efl
ect
ing:aki
ndofi
nnerr
ecount
ingt
hatgoesbey
ondt
hei
mmedi
ate

exper
ience i
nthe cont
ext of ot
her exper
i )r
ences;v ecount
ing:r
ecount
ing new

154
possi
bil
i
ties,cul
tur
alandsoci
almeani
ngsandpoi
ntsofr
elev
ancei
nanexper
iencet
o

ot
her )appr
s;v opr
iat
ing:connect
ingt
heexper
iencet
o onessenseofsel
f,per
sonal

hi
stor
y,andhopesf
orf
utur
e(Ol
sson,
2012)
.

Ascanbeseen,t
heabov
est
atedf
ramewor
ksar
epar
tl
yov
erl
appi
ngev
ent
hought
hey

mi
ghtsi
gni
fyv
ari
ousv
iewpoi
ntsorpr
emi
ses.Bucci
niandPadov
ani(
2007)pl
ainl
yagr
ee

wi
tht
hisast
heypur
suemaki
ngaf
usedmodelofpr
oductexper
ience.Theyshoweda

t
ypol
ogywi
thsi
xcat
egor
ies,
whi
chper
hapsi
snotal
l
-i
ncl
usi
vewi
thr
espectt
othewhol
e

di
ver
sit
yoft
heabov
est
atedf
ramewor
ksbutmor
eov
ersuppor
tswel
li
nsummar
izi
ngt
he

mostcent
ralt
ypesofexper
iencest
hatcanhappeni
nint
eract
ionwi
tht
echnol
ogi
cal

pr
oduct
s and ser
vices:i
)Exper
iences connect
ed t
o senses:i
nst
inct
ive,wi
thl
ow

cogni
ti
veper
for
mance(
forexampl
e,t
ouch,
visi
on)
;ii
)Exper
iencesconnect
edt
ofeel
i
ngs:

subj
ect
iveemot
ionalr
esponsesl
i
kej
oyandanger
;ii
i
)Soci
alexper
iences:exper
iences

t
hatoccurbet
weeni
ndi
vi
dual
sbuthowev
er,
arei
nter
medi
atedorsi
mul
atedbypr
oduct
s;

i
v)Cogni
ti
veexper
iences:l
i
nkedt
othet
hought
s,r
efl
ect
ionandi
nter
pret
ati
onoft
heuser

(
forexampl
e,hi
ngedonsemant
icandsy
mbol
i
cpr
oductf
eat
ures)
;v)Useexper
iences:

r
efer
stot
heusabi
l
ityandf
unct
ional
i
tyoft
hepr
oduct
s(f
orexampl
e,conv
eni
ence)
;vi
)

Mot
ivat
ionalexper
iences:whent
heuseofapr
oducti
saccount
abl
eforacer
tai
nuser
’s

behav
ior(
forexampl
e,abi
cycl
ethatencour
agest
heusert
oexer
cise)(
Olsson,
2012)

2.
14.
2Int
eract
ion-
Cent
eredFr
amewor
ks

I
nter
act
ion-
cent
eredmodel
sconcent
rat
eont
heki
ndofi
nter
act
ionandt
heuser
’sext
ent

ofi
nvol
vednessandengagementwi
tht
hepr
oduct
.Ini
dent
if
ying,
assessi
ngordesi
gni
ng

f
ort
heexper
iencest
hatat
echnol
ogi
calsy
stem makes,i
tisessent
ialt
ocompr
ehend

155
t
hatv
ari
oust
ypesandl
evel
sofi
nter
act
ioncanr
esul
tinsl
i
ght
lydi
ssi
mil
arki
ndsof

exper
iences.Fori
nst
ance,DesmetandHekker
t(2007)cont
endf
ort
hreedi
ff
erentki
nds

ofhuman-
producti
nter
act
iont
hati
nfl
uencet
hef
eat
uresoft
hesubsequentexper
ience.

Fi
rst
ly,i
nst
rument
ali
nter
act
ioni
mpl
i
esusi
ng,oper
ati
ngandmanagi
ngpr
oduct
swi
than

i
nst
rument
algoali
nmi
nd.Secondl
y,non-
inst
rument
ali
nter
act
ionr
elat
est
oint
eract
ions

t
hatdonotdi
rect
lyser
veaf
unct
ion,
li
kepl
ayi
ngwi
thorcar
essi
ngapr
oduct
.Thi
rdl
y,non-

phy
sical i
nter
act
ion r
elat
es t
o r
emember
ing,r
ecol
l
ect
ing,f
ant
asi
zi
ng about or

ant
ici
pat
ingt
heuseofapr
oduct
.Al
loft
heuser
’sact
ionsandpr
ocessesaccountf
ort
he

exper
ience:f
orexampl
e,phy
sicalact
ionsandcogni
ti
vepr
ocessessuchasexpl
ori
ng,

r
emember
ingandcompar
ing(
Olsson,
2012)
.

For
li
zziand Bat
tar
bee (
2004)del
i
ber
ated on di
ff
erentl
evel
s ofand goal
s oft
he

i
nter
act
ion.Fi
rst
ly,f
luenti
nter
act
ionsar
ethemostaut
omat
icandwel
l
-lear
nedl
evel
s,

t
ypi
cal
l
ymost
lyunconsci
ousandnoti
ncompet
it
ionf
orat
tent
ionorot
hercogni
ti
ve

pr
ocesses(
forexampl
e,r
idi
ngabi
cycl
e,ort
alki
ngasaphy
sicaloper
ati
on)
.Secondl
y,

cogni
ti
vei
nter
act
ionsconcent
rat
e consci
ousl
yon t
he i
nter
act
ion athand,pr
obabl
y

l
eadi
ngt
onewknowl
edge,conf
usi
onorer
ror
s(f
orexampl
e,endeav
ori
ngt
oident
if
ythe

f
lushi
ngmechani
sm ofat
oil
eti
naf
orei
gncount
ry,pl
ayi
ngamusi
cali
nst
rumentt
hati
s

notf
ami
l
iar
,ut
il
izi
ngal
anguaget
hati
snotonesmot
hert
ongue)
.Thi
rdl
y,expr
essi
ve

i
nter
act
ionsenabl
euser
stof
orm ordev
elopar
elat
ionshi
pwi
tht
hepr
oductorser
vice

(
forexampl
e,modi
fi
cat
ionorper
sonal
i
zat
ionoft
hepr
oductorf
igur
ingoutnewway
sof

ut
il
izi
ngi
tfornewpur
poses)(
Olsson,
2012)
.

Last
ly,Pi
ne and Gi
l
mor
e(1998)di
scussed t
wo di
mensi
ons l
i
nked t
othe user
’s

engagement
:i)cust
omerpar
ti
cipat
ion,t
hatr
angesf
rom passi
vet
oact
ivepar
ti
cipat
ion

156
(
forex
ampl
e,t
hosef
oll
owi
ngaskir
aceandt
hoseat
tendi
ngt
other
ace)
,and(
2)

connect
ion,st
ret
chi
ng f
rom absor
pti
on t
oimmer
sion (
forexampl
e,t
hose i
nthe

gr
andst
andofaspor
tsev
entv
ersust
hosei
nthei
nfi
eld)
.Gener
all
y,v
ari
ouski
ndsof

i
nter
act
ional
l
owv
erydi
ff
erentki
ndsofexper
iencesandt
her
efor
eshoul
dbedel
i
ber
ated,

f
orexampl
e,whenassessi
ngt
hescopeofl
i
kel
yexper
iencesi
napar
ti
cul
ari
nter
act
ion

ev
entorwhendesi
gni
ngf
orexper
iencest
hatat
echnol
ogi
calsy
stem woul
dar
ouse.Thi
s

addi
ti
onal
l
yimpl
i
est
hatexper
iencesdependsont
hecont
extandt
het
ask:onepr
oduct

orser
vicewi
tht
hesameusermaypr
oducedi
ff
erentexper
iencessubj
ectt
o,f
ori
nst
ance,

how i
ntensi
vet
heusagei
s,whati
sthegoaloft
hei
nter
act
ionandwhatr
olet
heuser

pl
aysi
nthesoci
alcont
ext
.

2.
14.
3Pr
oduct
-Cent
eredFr
amewor
ks

Thepr
oduct
-cent
eredf
ramewor
ksst
resst
hepr
oductf
eat
uresorqual
i
tiest
hatmakei
t

possi
blet
ocat
aly
zeori
nducepar
ti
cul
arexper
iences.I
nst
eadofconsi
der
ingauser
’s

i
nter
nalr
esponsesandemot
ions,t
hesef
ramewor
ksconcent
rat
eont
hecompr
ehensi
on

ofhowpr
oductchar
act
eri
sti
cs,i
nvar
yingl
evel
sofabst
ract
ion,i
nfl
uenceUXandhowt
o

ev
aluat
ethe‘
goodness’
ofapr
oductwi
thr
egar
dtoUX.Possi
blyt
hemostr
enowni
sthe

Hassenzahl
’
s(2003)f
ramewor
k.Hedi
ff
erent
iat
esbet
weent
het
wokeyper
cept
ionsof

pr
oductqual
i
ty:pr
agmat
icandhedoni
c,whi
chgener
atet
heabst
ractout
comes,t
hati
s,

exper
iences,i
nt :appeal
heuser ,pl
easur
e,sat
isf
act
ion.Thepr
agmat
icqual
i
tyr
elat
est
o

t
hepr
oduct
’sabi
l
ityt
oai
dtheaccompl
i
shmentofbehav
ior
algoal
s,l
i
keneedt
olocat
e

i
nfor
mat
ionaboutaper
son(
forexampl
e,pr
oduct
’sut
il
it
yval
ue,
usabi
l
ity
,cont
rol
l
abi
l
ity
).

Hedoni
c qual
i
tyst
resses on psy
chol
ogi
calwel
l
-bei
ng and r
elat
es t
othe pr
oduct
’s

f
eat
uresoraspect
sthatappealt
otheuser
’sdesi
reofpl
easur
eandav
oidanceof

157
bor
edom ordi
scomf
ort
.Hedoni
c qual
i
tyi
s addi
ti
onal
l
y spl
i
tint
othr
ee f
acet
s:i
)

st
imul
ati
on:ai
dingper
sonaldev
elopment
,pr
oli
fer
ati
onofknowl
edgeandr
aisi
ngt
he

user
’sat
tent
ionandmot
ivat
ion,
i)i
i dent
if
icat
ion:enabl
i
ngsel
f-
expr
essi
onanddev
elopi
ng

one’
sident
it
ywi
tht
heassi
stanceoft
hepr
oduct )ev
,andi
i ocat
ion:pr
ovoki
ngpr
ioror

pastmemor
ies(
forexampl
e,r
etr
ocomput
ergamesorv
int
agei
nst
rument
s).

JääsköandMat
tel
mäki(
2003)pr
esent
edt
hei
rfr
amewor
kofUXqual
i
ties,i
nwhi
cht
hey

i
dent
if
ysui
tabl
epr
oductf
eat
uressuchasappear
ance(
aest
het
ics,
phy
sicaler
gonomi
cs)
,

useri
nter
face(
cogni
ti
veer
gonomi ,pr
cs) oductmeani
ng(
att
achment
,memor
ies)
,and

pr
oductnov
elt
y(connect
ednesst
otr
endsandot
herpr
oduct
s).Fur
ther
mor
e,t
heygav
e

at
tent
ion t
othe i
nter
act
ion,t
he env
ironment(
cont
ext
)and user
’s per
sonal
i
ty(
for

exampl
e,l
i
fe-
sty
le,
att
it
udesandv
alues)asf
act
orsi
mpact
ingt
heUXwhol
eness(
Olsson,

2012)
.

2.
15UserExpect
ati
onsandUX

UXshoul
dnotonl
ybeexami
neddur
ingoraf
terani
nter
act
ionbutal
sobef
orei
t.TheI
SO

def
ini
ti
onofUXdr
awsapar
all
elbet
ween“
theuse”(
thati
s,t
heact
ual
,orf
eltuse)andt
he

“
ant
ici
pat
eduse”(
thati
s,t
heexpect
eduse)ofasy
stem (
ISO,2010)
,ther
efor
einf
err
ing

t
her
elev
anceofuser
s’expect
ati
onst
oUX.Fur
ther
mor
e,f
ori
nst
anceKar
apanosetal
.

(
2009)posi
tedt
hat“
oft
en,ant
ici
pat
ingourexper
ienceswi
thapr
oductbecomesev
en

mor
eimpor
tant
,emot
ional
,andmemor
abl
ethant
heexper
iencesperse”
.Kankai
nen

(
2003)under
scor
es t
hatUX hi
nges on t
he user
’s pr
iorexper
iences al
ong wi
th

expect
ati
onst
owar
dst
hepr
oduct
.Thepr
esentexper
ience,subsequent
ly,modi
fi
est
he

user
’sexpect
ati
onsdur
ingt
heencount
er,whi
chgener
atesacy
cli
cpr
ocessofr
evi
sing

158
t
heexpect
ati
onsov
ert
ime.Kankai
nen(
2003)st
atest
hatwi
tht
het
empor
almodelofUX,

pr
ior exper
iences and expect
ati
ons i
nfl
uence t
he pr
esent exper
ience,and t
his,

subsequent
lymodi
fi
esf
utur
eexpect
ati
ons(
Olsson,2012)
.Inaddi
ti
on,Wr
ightetal
.

(
2008)consi
der
s ant
ici
pat
ion as one oft
he f
undament
alhuman sense maki
ng

pr
ocessesandposi
tst
hatexper
iencei
susual
l
yandconst
ant
lyf
ramedbywhathasgone

bef
ore.Baumei
steretal
.(2007)al
so cont
end t
hatpeopl
eant
ici
pat
eout
comesby

r
efl
ect
ingonpr
evi
ousandpr
esentexper
iences.Occur
rencesori
nci
dencest
hatar
epr
ior

t
oanyact
ualusageexper
ienceandt
heactofant
ici
pat
ing(
orexpect
ing)anexper
ience

i
shi
ngedont
hepr
evi
ousev
ent
s,encount
ersandi
nter
act
ions,andl
eadsi
nthef
ormi
ng

ofexpect
ati
ons.Li
kewi
se,Yogasar
aetal
.(2011)usedt
hephr
ase“
ant
ici
pat
eduser

exper
ience”
.Tot
hem,t
hephr
asei
mpl
i
es“
theexper
iencesandf
eel
i
ngst
hatt
heuser

expect
stooccurwheni
magi
ningusi
ngani
nter
act
ivepr
oductorsy
stem”
.

Theex
pect
ati
onsand at
ti
tudesofpeopl
etowar
dst
hef
utur
ehav
ebeenpr
evi
ousl
y

r
esear
chedpar
ti
cul
arl
yineconomi
csandmar
ket
ingst
udi
es,f
ori
nst
ance,asmeasur
es

ofeconomi
cgr
owt
h,cust
omersat
isf
act
ionandl
oyal
ty,orasi
ndi
cat
orsai
dinpr
edi
cti
ng

orf
orecast
ingst
ockexchanger
ates.Fori
nst
ance,Teas(
1993)di
ff
erent
iat
edbet
ween

di
ff
erentl
evel
s ofcust
omerexpect
ati
ons,st
ret
chi
ng f
rom “
desi
red ser
vice”i
nthe

hi
ghestendt
o“adequat
eser
vice”i
nthel
owestend.Var
iousl
evel
sont
hisaspectv
ary

f
rom “
idealexpect
ati
onsordesi
res”t
o“nor
mat
ive‘
shoul
dbe’
expect
ati
ons”
,“exper
ience-

basednor
ms”
,“accept
abl
eexpect
ati
ons”
,and,i
nthel
owerend,“
mini
mum t
oler
ance

expect
ati
ons”
.Wi
thr
efer
encet
othef
iel
dofHCIandUX,user
s’expect
ati
onscoul
dbe

connect
edt
othepr
oductorser
vicei
tsel
f,i
tsusage,
ort
heout
comeofusageexper
ience.

Wr
ightetal
.(2008)st
atedt
hatpeopl
emayex
pectt
heexper
iencet
opr
ovi
decer
tai
n

159
possi
bil
i
tiesf
oract
ionorout
come(
forexampl
e,whatnew act
ivi
ti
esdoesapr
oduct

al
l
ow)
.Fur
ther
mor
e,t
het
empor
alandspat
ialchar
act
eri
sti
csoft
heexper
iencecoul
d

al
so be ant
ici
pat
ed (
expect
ed)t
o some ext
ent
,fori
nst
ance how st
rong wi
l
lthe

exper
iencebe,andf
orhow l
ongwi
l
litbe.Yogasar
aetal
.(2011)posi
tthatuser
s’

ant
ici
pat
ions encompassed sev
eralf
acet
s connect
ed t
othe cont
ext
,exper
ient
ial

knowl
edge,andant
ici
pat
edemot
ion.I
naddi
ti
on,Demi
retal
.(2009)cont
endt
hatt
he

expect
ati
ons maybe al
so aboutan unexpl
ored f
acetofa pr
oduct(
forexampl
e,

per
for
mancepr
iort
ouse)andaboutt
heout
comeofanact
ion(
forexampl
e,pushi
nga

but
tont
ogot
othemenuofasmar
tphone)(
Olsson,
2012)
.

How dot
heexpect
ati
onsi
mpactonUX?Wr
ightetal
.(2008)concept
ual
l
yst
atedt
hat

v
ari
ousexpect
ati
onsgi
vev
ari
ed“
shadesofmeani
ng”t
otheencount
erwi
tht
hepr
oduct
.

Hi
l
tunenetal
.(2002)consi
der
edexpect
ati
onsast
hef
oundat
ionoft
heUXcy
cleas

expect
ati
onsdi
recthumani
nter
pret
ati
onandi
nfor
mat
ioncol
l
ect
ionandhumanat
tent
ion

i
ntheuseoft
hepr
oduct
.Fori
nst
ance,agr
eatexpect
ati
onofani
nnov
ati
vei
nter
act
ion

f
eat
urei
napr
oduct(
forexampl
e,t
ouchscr
eeni
nit
sear
lyday
s)mi
ghti
nter
fer
ethe

not
ici
ngofot
herf
eat
uresorev
ent
heusi
ngoft
hepr
oductf
ori
tsact
ualpur
poses.

Ar
hippai
nen(
2009)asser
tst
hatexpect
ati
onsi
mpactont
heper
cept
ionsoft
heuseron

t
he pr
oduct
’s capabi
l
iti
es and i
ts ov
eral
lqual
i
ty.Based on Bhat
tacher
jee’
s(2001)

expect
ati
on-
conf
ir
mat
iont
heor
y,expect
ati
onsexi
stasanor
m agai
nstwhi
cht
heact
ual

exper
iencei
scompar
ed.Thi
sgener
alpost
ulat
ionwasempi
ri
cal
l
ysuppor
tedbyRai
ta

andOul
asv
irt
a(2011)whoconduct
edanexper
imentwi
th36par
ti
cipant
stoascer
tai
n

how pr
oductr
evi
ewsi
nfl
uencesubj
ect
iveusabi
l
ityr
ati
ngs.Thosewhor
eadaposi
ti
ve

pr
oductr
evi
ew pr
iort
othet
estgav
ethet
est
edmobi
l
edev
icesi
gni
fi
cant
lybet
terpost
-

160
exper
imentr
ati
ngst
hant
henegat
ive-
pri
meandt
heno-
pri
megr
oupsdi
d.Besi
des,i
fa

pr
oductper
for
m bet
tert
hant
heexpect
ati
onsoni
mpor
tantbenef
itdi
mensi
ons,i
tis

shownt
hatpost
-usesat
isf
act
ioni
stheout
come(
Lindgaar
d&Dudek2003,
Oli
ver1997)
,

howev
eri
fitf
all
sbel
ow expect
ati
ons,t
heuseri
spossi
blydi
ssat
isf
ied(
Oli
ver1977)
.

Ther
efor
e,i
nsomeci
rcumst
ancespeopl
emi
ghtmodi
fyoradj
ustt
hei
rexpect
ati
onsi
n

or
dert
oav
oidanyf
urt
herdi
sappoi
ntment(
Wri
ghtetal
.2008)
.Nonet
hel
ess,Kar
apanos

etal
.(2009)concl
udedt
hati
npr
oductsat
isf
act
ionj
udgment
sthemeani
ngoft
he

expect
ati
onsl
i
kel
ydi
ff
erscase-
wise(
thati
s,pr
obabl
yvar
iesf
rom caset
ocase)
,andt
hat

peopl
ecoul
dal
soi
nter
prett
hatt
hei
rexpect
ati
onsar
enotr
eal
i
sti
cift
heseexpect
ati
ons

ar
enotmet
.Ther
efor
e,t
heact
ualexper
iencewi
tht
hepr
oductmi
ghtt
urnoutt
obemor
e

domi
nantandasar
esul
t,t
heper
cei
vedi
mpor
tanceoft
heaspectt
hatdi
dnotmeett
he

expect
ati
ons mi
ghtdi
mini
sh.Nonet
hel
ess,t
he pr
ocess and exacti
nfl
uences of

ant
ici
pat
ionappear
snott
obewel
lcompr
ehendedwi
thr
espectt
otheUXphenomenon.

A col
l
ect
ionofconcept
ualf
ramewor
ksandhy
pot
hesi
shasbeenpr
ovi
dedbutwi
th

somewhatl
i
ttl
eempi
ri
cal
evi
dencesof
arr
epor
ted(
Olsson,
2012)
.

Wi
thr
efer
encet
othesour
cesofexpect
ati
ons,Dewey(
1925)hi
ghl
i
ght
edsoci
alf
act
ors

(
forexampl
e,ot
her
s’opi
nionsandexper
iences)
,tr
adi
ti
ons(
forexampl
e,nor
ms,and

per
sonalt
endenci
es)and i
nfl
uence ofeducat
ion as sour
ces ofexpect
ati
ons.I
n

consumerr
esear
ch st
udi
es,Zei
thamletal
.(2002)i
ndi
cat
ed t
hatt
he sour
ces of

expect
ati
ons compr
ise of
,fori
nst
ance,wor
d-of
-mout
h,per
sonalpastexper
ience,

per
sonalneeds,expl
i
citser
vicepr
omi
ses(
per
sonalandnon-
per
sonalst
atement
sabout

t
heser
vicemadebyt
heor
gani
zat
iont
ocust
omer
s)andi
mpl
i
citser
vicepr
omi
ses(
for

exampl
e,pr
ice,f
ive-
starr
anki
ngofahot
el)
.Iti
svi
talt
oacknowl
edget
hatexpect
ati
ons

161
maynotonl
yhi
ngeont
heexper
iencesoft
hepr
oduct
,pr
oductt
ype,orcompanyi
n

quest
ion,
butmayal
sodependonot
herpr
oduct
s(bet
heyr
ival[
compet
it
ive]pr
oduct
sor

v
ari
ouspr
oductt
ypes)andonot
herpeopl
eandt
hei
rexper
iencesandexpect
ati
ons

(
Olsson,
2012)
.

Ol
sson(
2012)posi
tst
hatexpect
ati
onscanbemul
ti
facet
ed,
beai
medatdi
ff
erentf
acet
s

oft
hepr
oductuse,
andconnect
edt
odi
ff
erentf
acet
sal
readyacknowl
edgedt
ober
elat
ed

t
oUX.Expect
ati
onscanal
sobeat
tri
but
edt
othet
ypeofexper
ience,t
hatr
esul
tsf
rom

v
ari
ousi
nter
act
ionwi
thaser
viceorpr
oduct
.Though,t
hedi
ver
sit
yoft
hechar
act
eri
sti
cs

ofexpect
ati
onsmi
ghtnotbeasbr
oadast
hatofact
ualexper
iences,f
ori
nst
ance,i
t

mi
ghtbeachal
l
enget
oant
ici
pat
etheov
eral
lex
per
iencecumul
atedov
ert
ime,howt
he

di
ff
erentcont
ext
ualf
act
orsmi
ghti
mpactt
heexper
ience,
orwhatt
hesensor
yexper
ience

f
rom t
hei
nter
act
ionmi
ghtf
eel
li
ke.I
nspi
teoft
hei
rimpor
tance,
expect
ati
onsofpr
oduct
s

orser
viceshav
enotbeenwi
del
yst
udi
edi
nthedomai
nofUXorHCI
.Expect
ati
ons-
based

r
esear
chappr
oachcanal
sobef
rui
tf
ulwi
thpr
oduct
sthatar
enoty
eti
nexi
stence,when

t
her
eisahi
ghr
iskofdev
elopmenti
nvest
mentt
hatar
eunsuccessf
ulandawi
de-
rangi
ng

desi
gnspacet
hatwoul
dpr
ofi
tfr
om concent
rat
ing.Yogasar
aetal
.(2011)ar
guedt
hati
t

canbeeasi
ert
oint
erpr
etwhatpr
oductqual
i
tiescoul
daccountf
orexper
iencesandt
he

compr
ehendi
ngofuser
s’expect
edexper
iencest
hatar
enat
ural
l
yposi
ti
ve.Li
kewi
se,

i
dent
if
yingundesi
rabl
epr
oductat
tri
but
est
hatpr
eventt
heuser
sfr
om hav
ingpl
easant

exper
iencescanbehel
pedbyl
ooki
ngi
ntot
henegat
iveexpect
edexper
iences.

2.
16Char
act
eri
sti
csofExpect
edUserExper
ience

Ol
sson(
2012)descr
ibedandcl
assi
fi
edexpect
edexper
iencesbasedont
het
ypol
ogyby

162
Bucci
niand Padov
ani(
2007)wi
th some sl
i
ghtcondensat
ion and r
efi
nement
.The

i
dent
if
iedcl
assi
fi
cat
ionsofexper
iencewer
ecat
egor
izedf
urt
heri
ntosi
xcat
egor
iest
hat

si
gni
fyabst
ract
-l
evelf
ormsofUXt
owhi
cht
heexper
iencespr
imar
il
ybel
ong,
namel
y:(
1)

i
nst
rument
alexper
iences,(
2)cogni
ti
ve and epi
stemi
c exper
iences,(
3)emot
ional

exper
iences,(
4)sensor
y exper
iences,(
5)mot
ivat
ionalexper
iences,and (
6)soci
al

exper
iences.

2.
16.
1Inst
rument
alExper
iences

I
nst
rument
alexper
iences show success and accompl
i
shment
,the f
eel
i
ng ofbei
ng

suppor
ted,r
einf
orcedorf
ort
if
iedbyt
echnol
ogy
,thesui
tabi
l
ityi
nempl
oyi
ngt
echnol
ogy
,

andot
herpr
agmat
icandut
il
it
ari
anper
cept
ionsofuse.Theexper
iencesar
ehi
ngedon

t
hei
nst
rument
alv
alueoft
echnol
ogyt
hatser
vesasani
nst
rumentf
ort
heact
ivi
ti
esoft
he

user
.Thesei
nst
rument
alexper
iencesi
ncl )Empower
ude:i mentr
efer
stot
hef
eel
i
ngsof

power
ful
ness and achi
evement
,forexampl
e,bei
ng gi
ven nov
elpossi
bil
i
ties and

i
nst
rument
sfort
heaccessi
ng,cr
eat
ing,andusi
ngofdi
git
ali
nfor
mat
ion,say
,int
he

cont
extofmobi
l
e.Thegr
owt
hofhumanper
cept
ionandact
ivi
ti
eswasexpect
edt
oai
din

t
hegai
ningofnewi
nsi
ght
sandi
ntheper
for
mingoft
echnol
ogy
-medi
atedact
ivi
ti
est
hat

hav
ebeenhi
ther
tounav
ail
abl )Ef
e;i
i fi
ciencyexpl
ainst
heuser
’sf
eel
i
ngofbei
ngabl
eto

accompl
i
shev
ery
dayact
ivi
ti
esandachi
evepr
act
icalgoal
swi
thl
essr
esour
ce(
int
erms

ofef
for
tandt
ime)
;i)Meani
i
i ngf
ulness r
efer
stot
heser
vicesof
fer
edbyi
nter
act
ive

t
echnol
ogyt
hatappear
sper
sonal
l
ymeani
ngf
ulandappl
i
cabl
eint
heuser
’spr
esent

cont
extandact
ivi
ty(
Olsson,
2012)
.

2.
16.
2Cogni
ti
veandEpi
stemi
cExper
iences

163
The cogni
ti
ve and epi
stemi
c exper
iences r
efert
othought
s,concept
ual
i
zat
ion and

r
ati
onal
i
ty. These exper
iences emanat
e f
rom say
,the t
echnol
ogy
’s semant
ic

char
act
eri
sti
cs(
forexampl
e,whatmet
aphor
sandconcept
ualmodel
siti
sbui
l
ton)and

i
tscapabi
l
iti
esofar
ousi
ngcur
iosi
tyandsat
isf
yingadesi
ref
orknowl
edge.Aspect
sof

t
heset
woexper
iencesi
ncl )Awar
ude:i enessdef
inest
hesenseofbecomi
ngawar
eof
,

r
eal
i
zing somet
hing aboutorgai
ning a new i
nsi
ghti
nto one’
s sur
roundi
ngs;i
i
)

I
ntui
ti
venessr
efer
stot
hef
eel
i
ngofnat
ural
nessandhuman-
li
kenessofi
nter
act
ingwi
th

di
git
alt
echnol
ogy
’s cont
ent
.Fi
rst
ly,i
ntui
ti
veness i
s hi
nged on t
he ont
ology of

i
nfor
mat
ionbei
ngl
i
nkedt
ophy
sicall
ocat
ionsorobj
ect
sandt
hedi
git
alcont
entbei
ng

ov
erl
aidonl
yont
hingst
hatar
eobser
vabl
e.Secondl
y,i
nter
act
ivesy
stemsal
l
owr
ichand

mul
ti
modali
nter
act
iont
hatr
esembl
est
heal
readyf
ami
l
iari
nter
act
ionsi
nther
ealwor
ld

andwi
thot
herpeopl
e.Thesei
nter
act
ionaf
for
dancesar
eassoci
atedwi
tht
het
hingsi
n

r
eal
i
tyandt
hei
nter
act
ioni
spr
omptandoccur
scont
inuousl
y;i
i
i)Cont
roli
nthi
scont
ext

r
elat
est
othesenseofcont
rol
l
ingt
hecombi
ningofr
eal
i
tiesandt
hedegr
eet
owhi
cht
he

i
nter
act
ivesy
stem i
spr
oact
iveandknowsaboutt
heuser(
thati
s,amor
eincl
usi
vesense

ofcont
roli
ncont
rastt
otheusabi
l
ity
-associ
atedcont
roloft
hest
ateofauseri
nter
face)
;

i
v)Tr
ustr
elat
est
otheexper
ienceofbei
ngabl
etor
elyont
hei
nter
act
ivedi
git
alsy
stem’
s

cont
ent
,int
erf
ace,andof
fer
ings.I
tishi
ngedont
heper
cei
vedr
eli
abi
l
ity(
faul
tl
essness

andt
imel
i
ness[
avai
l
abi
l
ity
]ofcont
ent
)andv
ali
dit
yoft
hei
nfor
mat
ion,andi
sessent
ial

par
ti
cul
arl
yini
nfor
mat
ion-
dependentact
ivi
ti
esl
i
kenav
igat
ioni
nunf
ami
l
iarpl
acesor

deci
si
on-
maki
ngbet
weenpr
oduct
s(Ol
sson,
2012)
.

2.
16.
3Emot
ional
Exper
iences

Emot
ionalexper
iencesr
efert
othesubj
ect
ive,
mai
nlyemot
ionalr
esponsesi
nit
iat
edf
rom

164
t
he use ofan i
nter
act
ive sy
stem,f
ori
nst
ance,pl
easur
e,ev
oki
ng memor
ies and

cat
aly
zingposi
ti
vel
yval
uedf
eel
i
ngsgener
all
y.Theot
hermeani
ngf
ulexper
iencesar
e

f
requent
ly accompani
ed wi
th emot
ionalexper
iences such as t
hese.Aspect
s of

emot
ionalexper
iences compr
i ) Amazement r
se:i efer
stot
he f
eel
i
ng ofhav
ing

exper
iencedsomet
hingext
raor
dinar
yornov
el.I
nint
eract
ivesy
stems,amazementi
s

expect
edt
obeunder
li
nedpar
ti
cul
arl
yinf
ir
stt
imeofuse,consequent
lyi
tat
tr
ibut
es

expr
essl
ytot
hechar
m ofnov
elt
y.Nonet
hel
ess,
itcanaswel
lbet
akenast
heemot
ional

componenti
ntheexper
iencesofawar
eness,empower
ment
,and i
nspi
rat
ion,whi
ch

opensuppossi
bil
i
tiesofgener
ati
ngposi
ti
veamazementf
oll
owi
ngt
hechar
m ofnov
elt
y;

)Sur
i
i pri
sei
saboutposi
ti
veast
oni
shment
,a‘
wow-
eff
ect
’andsur
passi
ngexpect
ati
ons

ov
eral
l
.Sur
pri so has cogni
seal ti
ve el
ement
s(f
orexampl
e,pr
oact
ivel
ypl
easi
ngt
he

desi
ref
orknowl
edge)howev
eri
tisi
nthi
scont
extunder
stood ast
heemot
ional
l
y

pl
easi
ngf
acet
;i)Pl
i
i ayf
ulnessr
elat
est
othef
eel
i
ngsofamusement
,fr
oli
csomenessand

j
oyi
ngener
al.Pl
ayf
ulqual
i
tyi
sexpect
edt
obepr
esenti
nint
eract
ivesy
stemst
oent
ert
ain

andwi
thpr
agmat
icqual
i
tieswher
etheper
vasi
venessoft
hesy
stem,al
ongwi
thi
ts

nov
elt
yini
nter
act
ion,
andi
tsaccessi
blecont
entcanar
ousepl
ayf
ulf
eel
i
ngs.Gami
ng-
li
ke

andpl
ayf
ulaspect
sini
nter
act
ivesy
stems’cont
entori
nter
act
ioncanal
socat
aly
ze

exper
iencessuchasi
nspi
rat
ion,sur
pri
seandamazement
;i)Li
v vel
i
nessr
efer
stot
he

f
eel
i
ng ofcont
inuous change and accumul
ati
on oft
he ser
vice and t
he phy
sical

env
ironment
.An i
nter
act
ivesy
stemsset
ti
ng wi
thv
ari
abl
eand cont
inual
l
ychangi
ng

cont
enti
sexpect
edt
ogener
atev
ivi
danddy
nami
cfeel
i
ngs,t
her
efor
eev
oki
ngposi
ti
ve

f
eel
i
ngsofv
ivaci
ty,r
evi
vi
ng pl
easi
ng memor
iesand f
aci
l
itat
ing i
nter
act
ionbet
ween

user
s(Ol
sson,
2012)
.

165
2.
16.
4Sensor
yExper
iences

Sensor
yexper
iencesr
efert
othesensor
y-per
cept
ual
exper
iencest
hatar
enotonl
yvi
scer
al

butar
eal
soconcept
ual
l
ypr
ocessedandt
heuseri
sawar
eoft
hem.Theseexper
iences

emanat
efr
om t
hei
nter
act
ivesy
stem’
scapabi
l
ityt
oki
ndl
eaest
het
ic,capt
ivat
ingand

mul
ti
modalst
imul
i
,consequent
lyhav
ingef
fectont
heuser
’sper
cei
vedj
udgmentabout

t
hesur
roundi
ngwor
ldandi
tsi
nter
act
ivi
ty.Thef
acet
soft
hissor
tofexper
iencear
eas

f
oll )Capt
ows:i ivat
ion expl
aint
he f
eel
i
ng ofbei
ng i
mmer
sed and engaged i
nthe

i
nter
act
ion,i
nanenv
ironmentt
hati
sdi
ver
seandmi
xed.Thei
nter
act
ivei
nter
facei
s

ex
pect
edt
ocapt
ivat
etheat
tent
ionoft
heuser
,engageoror
ientt
heusert
owar
dsf
urt
her

i
nter
act
ionwi
tht
hedi
ff
erenti
nter
act
ivef
eat
ures,andt
henl
eadt
oaf ngofpr
eel
i esence

(
thati
s,“
bei
ngt
her
e”)i
ntheenv
ir hatoff
onmentandt lowi
none’
sact
ivi
ti
es;
i)Tangi
i bil
i
ty

ex
plai
nst
hesenseofphy
sical
i
tyandt
angi
bil
i
tyi
nint
eract
ingwi
tht
heenv
ironment
.The

cont
entandt
hesy
stem t
hatar
eaccessedwer
eexpect
edt
oappeart
obeaconcr
eteand

i
ntegr
alpar
toft
he env
ironment
.Fur
ther
mor he t
e,t ranspar
ency ofdev
ices i
nthe

i
nter
act
ional
l
owst
heusert
ofocusont
hesur
roundi
ngsr
athert
hanont
hei
nter
act
ionper

se.Tangi
bil
i
ty,t
oget
herwi
thcapt
ivat
ion,canl
eadt
ofeel
i
ngsofpr
esenceanduni
tywi
th

t
heenv
ironment
s(Ol
sson,
2012)
.

2.
16.
5Soci
alExper
iences

Soci
alexper
iences r
efert
o human-
to-
human i
nter
act
ions t
hatar
eint
ermedi
ated by

t
echnol
ogy
.Theseemanat
efr
om t
hesy
stemsf
eat
urest
hatal
l
ow t
heconst
ruct
ingor

communi
cat
ing ofone’
sident
it
yorst
atus,and t
hepr
ovi
ding ofachannelf
orsel
f-

ex
pressi
on,orot
her
wise t
he suppor
ti
ng ofsoci
aluserv
alues,l
i
ke t
he f
eel
i
ng of

166
r
elat
edness.Soci
alexper
iencesaspect
sincl )Connect
ude:i ednessr
efert
othef
eel
i
ngsof

r
elat
edness and ov
eral
lpl
easur
efr
om soci
ali
nter
act
ion.I
nter
act
ive sy
stems ar
e

ex
pect
edt
opr
ovi
denov
elway
sforsoci
ali
nter
act
ionandcommuni
cat
ion.Thesoci
al

i
nter
act
ionf
aceti
sbr
oughtupt
ypi
cal
l
yasi
ndi
recti
nter
act
ionv
iapr
oduct
-associ
ated

comment
sandot
hercont
entshar
edbyanyot
hersy
stem user )Col
s;i
i l
ect
ivi
tyr
efer
sto

connect
ednessbuthowev
erconcent
rat
esont
hef
eel
i
ngofbel
ongi
ngt
oandpar
ti
cipat
ing

i
nausercommuni
tyandt
hesy
stem cont
entbei
ngj
oint
lycr
eat
edbyuser
sinst
eadofby

commer
cialact
ors.Col
l
ect
ivel
ycr
eat
ingandcont
ri
but
ingt
oint
eract
ivesy
stems’cont
ent

canl oa senseofcommuni
eadt tyandhencespurf
urt
heri
nter
act
ionandcont
inual

accumul
ati
onofcont
ent
;i)Pr
i
i ivacyr
efer
stot
he(
1)senseofpr
ivacyt
hatr
esul
tsf
rom

whati
nfor
mat
ionaboutt
heuseri
sloggedbyt
hesy
stem andwhi
char
eav
ail
abl
epubl
i
cly
,

and(
2)t
hesenseofsoci
alawkwar
dnesst
hati
stheout
comeoft
heobt
rusi
vewayof

i
nter
act
ingwi
tht
hei
nter
act
ivesy
stem.User
’sl
ocat
ionandact
ivi
tyst
atusshoul
dbe

under
scor
edassomet
hingt
hatt
heusershoul
dmai
ntai
ncont
rol
over(
Olsson,
2012)
.

2.
16.
6Mot
ivat
ional
andBehav
ior
alExper
iences

Last
ly,mot
ivat
ionaland behav
ior
alexper
iencesar
egener
ated when t
heuseoft
he

sy
stem causesa par
ti
cul
arbehav
iori
nthe user
s,such as,i
nspi
ri
ng,mot
ivat
ing or

per
suadi
ngt
hem t
odosomet
hingorpur
sueagoalwi
tht
hehel
poft
echnol
ogy
,thati
s,

changeonesbehav
iorf
rom apr
evi
ousone.Someaspect
soft
heseexper
iencesar
eas

f
oll )I
ows:i nspi
rat
ionr
efert
ofeel
i
ngsofbei
ngst
imul
ated,cur
iousaboutt
henewr
eal
i
ty,

andeagert
otr
ynew t
hingsorsui
tabl
ynew sy
stem’
sfeat
ures.Sy
stemsi
nter
act
ioni
s

ex
pect
edt
ohav
ethecapabi
l
ityt
oinspi
reandst
imul
at )Mot
e;i
i ivat
ionr
elat
est
othe

f
eel
i
ngofbei
ngencour
agedandmot
ivat
edt
opar
ti
cipat
eint
hei
nter
act
ivesy
stems

167
communi
tyandcont
ri
but
etoi
tscont
ent
,ort
odot
edi
ousper
sonalt
askswi
tht
heai
dof

t
hei
nter
act
ivef
eat
uresoft
hesy
stem.Thi
sishi
ngedont
henov
elt
yval
uesofi
nter
act
ive

sy
stems,par
ti
cul
arl
ythe i
nter
act
ion met
aphorand per
sonal
i
zat
ion.Addi
ti
onal
l
y,t
he

i
mmedi
acyandper
vasi
venessoft
hei
nter
act
ional
l
owscont
entgener
atedbyausert
obe

easi
l
yenj
oyedorusedbyot
her
s;i
i
i)Cr
eat
ivi
tyr
elat
est
othesel
f-
expr
essi
veandar
ti
sti
c

f
eel
i
ngsi
nuser
sthatgener
atei
nter
act
ivecont
ent(
Olsson,
2012)
.

The qual
i
ties of expect
ed exper
iences i
ncor
por
ate bot
h hedoni
c (
sti
mul
ati
on,

i
dent
if
icat
ion,ev
ocat
ion)and pr
agmat
ic pr
oductqual
i
ties somewhatbr
oadl
y when

consi
der
edwi
thi
nthef
ramewor
kofHassenzahl(
2003)
.Asar
esul
toft
hesmal
lov
erl
ap

bet
weent
hisf
ramewor
kandt
hecl
assi
fi
cat
ionoft
heexpect
edexper
iences,pr
agmat
ic

f
acet
sar
eassoci
atedpar
ti
cul
arl
ytot
hei
nst
rument
alexper
iencesandcogni
ti
veand

epi
stemi
cexper
iences.St
imul
ati
on,
howev
er,
appear
stobeassoci
atedt
omor
eorl
essal
l

oft
hesi
xexper
iencecat
egor
iesbuti
smai
nlyhi
ghl
i
ght
edi
nemot
ionalexper
iencessuch

asamazementandsur
pri
se,mot
ivat
ionalandbehav
ior
alexper
iencessuchasi
nspi
rat
ion

andcr
eat
ivi
ty,
andsensor
yexper
iencessuchascapt
ivat
ion.I
dent
if
icat
ioni
sper
cei
vedt
o

associ
atemai
nlyt
osoci
alexper
i lascr
encesaswel eat
ivi
ty(
thati
s,wi
thr
egar
dtosel
f-

ex
pressi
on)
.Last
ly,ev
ocat
ion r
efer
sto mai
nlyemot
ionalexper
iences butmaynot

possi
bly be t
aken as t
he mai
nfacetbehi
nd t
hese orany oft
he ot
herexpect
ed

ex
per
iences(
Olsson,
2012)
.

Wi
thr
espectt
otheShel
don’
setal
.(2001)t
enpsy
chol
ogi
calneeds,t
hedi
ff
erencei
s

smal
l
er.Compet
enceandpl
easur
e-st
imul
ati
onappeart
obepr
esentmor
epar
ti
cul
arl
yin

i
nst
rument
alandemot
ionalexper
iences,butar
eal
sopr
esenti
not
hercl
asses.Sel
f-

act
ual
i
zat
ioni
snat
ural
l
yconnect
edmai
nlyt
omot
ivat
ionalandbehav
ior
alexper
iences,

168
wi
thr
elat
ednessl
i
nkedt
osoci
alexper
iences.Af
teraf
ew addedr
efer
encest
osecur
it
y,

aut
onomyandi
nfl
uence,
ther
ear
eanumberofbasi
cneedst
hatappeart
obeunr
elat
edt
o

anyoft
heexper
iencegr
oupi
ngs,
thesei
ncl
ude:
money
-l
uxur
y,phy
sical
-bodi
l
y,sel
f-
est
eem.

I
tappear
sthatei
thert
heseneedscoul
dnotbeenv
isi
onedi
nst
udi
esaboutexpect
ati
ons

ort
heyar
enotr
elev
anti
ntheuseofi
nter
act
ivesy
stemsoranyi
nter
act
ivet
echnol
ogy
.

Thel
i
kel
i
hoodoft
hei
rr
elev
anceofcer
tai
nneedsi
ssuppor
tedbyt
her
esear
chout
comes

ofWi
kl
und-
Engbl
om etal
.(2009)whomappedsi
xoft
heneedst
opeopl
e’
sexper
ience

ex
planat
ionsaboutt
echnol
ogyandmedi
ause.Aut
onomywaspr
esent
edt
oconnectt
o,

say
,exper
iencesaboutf
lexi
bil
i
ty,f
reedom ofchoi
ceandexpr
essi
onofownopi
nions.

Rel
atedness i
s connect
ed t
o, f
or exampl
e, communi
cat
ion and shar
ing-
rel
ated

ex
per
iences.Compet
encei
srev
eal
edt
omapmai
nlywi
thexper
iencesassoci
atedt
o

usabi
l
ity
,nov
elt
y,mast
ery and knowl
edge,and st
imul
ati
on wi
th soci
al,cogni
ti
ve,

emot
ional
,andcr
eat
ivi
tyexper
iences.Last
ly,i
nfl
uencedemonst
rat
edassoci
ati
ont
o,f
or

ex
ampl
e,connect
ednessandsecur
it
ytor
eli
abi
l
ity
,sat
isf
act
ionandf
ami
l
iar
it
y.Gener
all
y,

t
hisanal
ysi
sspeci
fi
est
hatpar
ti
cul
arl
y,sat
isf
ying exper
iencescan beanal
yzed and

cl
assi
fi
edaccor
dingt
opr
imar
yneeds(
Olsson,
2012)
.

2.
17Cont
rast
sbet
weenExper
iencesandExpect
ati
ons

I
nOl
sson(
2012)st
udy
,thef
oll
owi
ngcont
rast
sbet
weenexper
ienceandexpect
ati
onwas

obser
ved:Fi
rst
ly,t
hei
nst
rument
alexper
ienceswer
est
ressedi
nbot
htheexpect
ati
ons

and act
ual
i
zed exper
iences.I
nthi
srespect
,theact
ualexper
iencesmi
rr
ororr
efl
ect

ex
pect
ati .Empower
onssowel
l mentandef
fi
ciencywer
eshownnotonl
yint
hemost

sat
isf
yingexper
iencesbutal
soasper
cei
vedst
rengt
hsandweaknesses.Cogni
ti
veand

epi
stemi
cexper
iences,apar
tfr
om awar
enesswer
enonet
hel
ess,absenti
ntheact
ual

169
ex
per
iences.Fur
ther
mor
e,t
heOl
sson’
s(2012)qual
i
tat
iveanal
ysi
srev
eal
ednoev
idence

ofexper
iencesofi
ntui
ti
veness,cont
rolort
rust
,asdesi
rabl
eexper
iencesorascont
ra-

ex
per
iences,
thati
s,av
oidabl
eexper
iences(
Olsson,
2012)
.

Secondl
y,wi
thr
efer
encet
oemot
ionalexper
iences,t
her
eisasomewhatmuchpar
all
el.

Amazementwasr
egar
dedasf
asci
nat
ioni
ntheact
ualexper
iencesbuti
mpl
i
esmor
eor

l
esst
hesameandwasf
requent
lyst
ated.Sur
pri
seexi
stedi
ntwof
orms:sur
pri
secomi
ng

f
rom t
hecont
ent(
thati
sfr
om expect
ati
ons)andsur
pri
seemanat
ingf
rom t
heappl
i
cat
ion

wor
kingbet
tert
hanexpect
ed(
thati
s,i
nst
rument
alsur
pri .Pl
se) ayf
ulnessandl
i
vel
i
ness

wer
enoti
ndi
cat
edascr
it
icali
nci
dent
showev
ert
hest
atement
saboutt
hegener
alUX

suggestt
hatt
he exper
iences ar
e al
so l
i
kel
y wi
tht
he f
ir
st-
gener
ati
on appl
i
cat
ions.

Fur
ther
mor
e,t
heassessmentofact
ualexper
iencesal
soi
ndi
cat
edanew f
acet
:br
and-

r
elat
edasset
sper
hapswer
enotest
abl
i
shedy
eti
ntheant
ici
pat
edexper
ienceoff
utur
e

t
echnol
ogy(
Olsson,
20123)
.

Thi
rdl
y,sensor
yexper
iencesar
esur
pri
singl
yunder
-r
epr
esent
edi
ntheact
ualexper
iences,

andt
hesameappl
i
est
osoci
alexper
iences.Theseexper
iencesanywayassoci
atewi
th

t
hehands-
oni
nter
act
ionwi
tht
hesy
stem i
nasoci
alenv
ironmentand wi
thsoci
all
y

const
ruct
edcont
ent
.Itappear
sthatt
hehi
ghexpect
ati
onsl
i ot
nkedt angi
bil
i
tycapt
, ivat
ion

and col
l
ect
ivi
tycoul
dnotbepr
oper
lyact
ual
i
zedwi
tht
hepr
esentembodi
mentoft
he

sy
stem.Few par
ti
cipant
sinOl
sson’
sst oughtupcapt
udybr ivat
ionasi
mmer
sionand

connect
ednesswasment
ionedassoci
alexper
iencesandexper
iencesofl
onel
i
nesswi
th

t
hepr
oduct so,pr
.Al ivacywasnotst
atedasei
thergoodorbadt
houghi
tisusual
l
yonl
y

r
eal
i
zedaf
teract
ual
l
yut
il
iz
inganappl
i
cat
ionf
orawhi
l
e(Ol
sson,
2012)
.

170
Last
ly,mot
ivat
ionalandbehav
ior
alexper
iencesdi
dnoti
nanyf
orm sur
facei
ntheact
ual

ex
per
iences.Thef
ir
st-
gener
ati
onappl
i
cat
ionsappear
ednott
ohav
ebeencapabl
eof

ser
vingassour
cesofbehav
i ali
or nspi
rat
ion,mot
ivat
ionorcr
eat
ivi
ty–may
beasar
esul
t

oft
hel
i
mit
edi
nter
act
ivi
tyort
hel
ackofpr
oact
ivef
eat
ures(
Olsson,
2012)
.

Gener
all
y,t
hef
ir
st-
gener
ati
onappl
i
cat
ionsappearnott
omeett
hehi
ghexpect
ati
onsof

t
hepot
ent
ialuser
s.Ther
ear
emani
fol
dexpl
anat
ionsf
ort
hedi
ff
erences.Fi
rst
ly,al
arge

chunkoft
heexpect
ati
onswer
ever
yposi
ti
vel
ycol
oreddesi
res,t
hatset
shi
ghst
andar
ds

f
ort
heact
ualper
cei
ved per
for
mance,usabi
l
ity
,exper
ient
ialv
alue,and ot
herqual
i
ty

char
act
eri
sti
cs. Secondl
y,t
he most unsat
isf
ying exper
iences concent
rat
ed on

i
nst
rument
aldi
ssat
isf
act
ion,
andot
her
,lesscr
it
ical
,exper
iencescoul
dnotbeconsi
der
ed

i
nthenar
rowednumberofnar
rat
ives.Thi
rdl
y,gr
oupsofexpect
edexper
iencesuchas

i
ntui
ti
veness,pl
ayf
ulness and i
nspi
rat
ion ar
e basi
cal
l
ypossi
blyt
oo i
mpl
i
cit(
thati
s,

‘
hygi
enef
act
ors’
)ornoti
mpor
tantf
orausert
oident
if
ythem i
nthef
ir
stpl
aceort
o

r
egar
ds t
hem si
gni
fi
cantenough t
o be hi
ghl
i
ght
ed as a si
ngl
e most(
un)
sat
isf
ying

ex
per
ience(
Olsson,
2012)
.

2.
18Li
nksbet
weenExpect
edExper
iencesandUXFr
amewor
ks

Someoft
heexpect
edexper
iencesar
epl
ainl
yUXs(
f e,ef
orexampl fi
ciency
,awar
eness

andcapt
ivat
ion)howev
ersomear
emor
ecommonhumanexper
iencesorneedst
hatar
e

medi
atedbyori
ndi
rect
lygener
atedbyt
heuseofi
nter
act
ivepr
oduct
s(f
orexampl
e,

cr
eat
ivi
ty,connect
edness and pl
ayf
ulness)
.Outoft
he f
ourt
hreads oft
he hol
i
sti
c

ex
per
ience (
Wri
ghtetal
.2008)
,Ol
sson’
s(2012)wor
kfound t
hatt
hese exper
ience

cl
ust
ersmost
lysi
gni
fyemot
ional(
thati
s,j
udgment
sabouthow v
italt
hesei
nter
act
ive

171
sy
stemswoul
d bewi
thr
egar
dto one’
sneedsand desi
r ercomposi
es)howev ti
onal

t
hreads(
f e,cont
orexampl rol
)andsensualt
hreads(
f e,capt
orexampl ivat
ion)ar
eal
so

pr
esent
.Wi
thr
espectt
o Jor
dan’
s modelofpr
oductpl
easur
e(2002)
,the expect
ed

ex
per
iences most
lyi
ndi ed psy
cat cho-
pleasur
e(bot
h emot
ionaland mi
nd-
rel
ated)
.

Obv
iousl
y,t acetofsoci
hef o-pl
easur
eispr
esenti
nthesoci
alexper
iences.Nonet
hel
ess,

phy
sio-
pleasur
e(t
hati
srel
at obodyandsenses)andi
edt deo-
pleasur
e(t
hati
srel
atedt
o

v
aluesandat
ti
tudes)ar
enotwel
li
ndi
cat
edi
ntheexpect
ati
ons(
Olsson,
2012)
.

Mostoft
hecol
l
ect
ionsofexpect
edexper
iencear
eel
uci
dat heepi
edont sodi
clev
elof

t
imespan(
thati
s,“
anexper
ience”asFor
li
zziandFor
d(2000)put
sit
.Thedi
ff
erent

ex
per
iencesper
hapsal
sodi
ff
eri
nlengt
handi
nst
r h.Thecumul
engt ati
vel
eveli
spr
esent

par
ti
cul
arl
yint
heexper
iencesofawar
eness,t
rust
,li
vel
i
ness,col
l
ect
ivi
ty,i
nspi
rat
ion,and

mot
ivat
ion.Theyper
hapsr
equi
real
ongerpr
oduct
’suset
oappear
.Regar
dingt
het
hree

For
li
zziand Bat
tar
bee’
s(2004) l
evel
s of i
nter
act
ion,t
he expect
ed exper
iences

char
act
eri
zemost
lycogni
ti
vei
nter
act
ionst
hatconcent
rat
edel
i
ber
atel
yont
hei
nter
act
ion

athandandl
eadst
oknowl
edge(
f e,awar
orexampl eness)
,andexpr
essi
veness,t
hati
s,

i
nter
act
ions t
hat assi
st user
s cr
eat
e a bond wi
th t
he pr
oduct (
for exampl
e,

per
sonal
i
zat
ion)(
Olsson,
2012)
.

Regar
ding t
he Hassenzahl
’
s(2003)f
ramewor
k,i
tis obser
ved t
hatt
he qual
i
ties of

ex
pect
edexper
iencesencompassbot
hhedoni
c(st
imul
ati
on,i
dent
if
icat
ion,ev
ocat
ion)

andpr
agmat
icpr
oductqual
i
tiessomewhatbr
oadl
y.Asar
esul
toft
hel
i
ttl
eov
erl
ap

bet
weent
hisf
ramewor
kandt
hegr
oupoft
heexpect
edexper
iences,
pragmat
icf
acet
sar
e

associ
atedpar
ti
cul
arl
ytot
hei
nst
rument
alexper
iencesaswel
laswi
thcogni
ti
veand

epi
stemi
cexper
iences.St
imul
ati
on,howev
er,appear
stoconnectt
omor
eorl
essal
lof

172
t
hesi
xexper
iencegr
oupsbuti
smosthi
ghl
i
ght
edi
nemot
ionalexper
iencessuchas

amazementandsur
pri
se,mot
ivat
ionalandbehav
ior
alexper
iencessuchasi
nspi
rat
ion

and cr
eat
ivi
ty,aswel
lasi
n sensor
yexper
iencessuch as capt
ivat
ion.I
dent
if
icat
ion

appear
stoconnectmai
nlyt
osoci
alexper
iencesand cr
eat
ivi
ty(
wit
hregar
dtosel
f-

ex
pressi
on)
.Last
ly,ev
ocat
ionr
efer
stomost
lyemot
ionalexper
iencesbutcoul
dpossi
bly

notbe r
egar he mai
ded as t n aspectbehi
nd t
hese orany oft
he ot
herexpect
ed

ex
per
iences(
Olsson,
2012)
.

Consi
der
ingt
het
enShel
don’
setal
.(2001)psy
chol
ogi
calneeds,
thedi
ff
erencei
ssmal
l
er.

Compet
ence and pl
easur
e-st
imul
ati
on appear t
o be v
ery pr
esent i
n par
ti
cul
arl
y

i
nst
rument
aland emot
ionalexper
iences howev
er,t
hey ar
e al
so common i
n ot
her

cat
egor
ies.Sel
f-
act
ual
i
zat
ion r
athernat
ural
l
yassoci
ates most
lyt
o mot
ivat
ionaland

behav
ior
alexper
iences,and r
elat
ednesst
o soci
alexper
iences.Sequelt
o somef
ew

addi
ti
onalal
l
usi
ons t
o secur
it
y,aut
onomy and i
nfl
uence,t
her
e ar
e a numberof

f
undament
alneedst
hatappearnott
oconnectt
oanyoft
heexper
iencecat
egor
ies,i
nter

al
i
a:money
-l
uxur
y,phy
sical
-bodi
l
y,sel
f-
est
eem.I
tappear
sthatt
heseneedscoul
dei
ther

notbe env
isi
oned i
n st
udi
es aboutexpect
ati
ons orar
e notsui
tabl
eint
he use of

i
nter
act
ivet
echnol
ogy
.Thel
i
kel
i
hoodofi
nappr
opr
iat
enessofcer
tai
nneedsi
saf
fi
rmedby

t
hedi
scov
eri
esofWi
kl
und-
Engbl
om etal
.(2009)who mapped si
xoft
heneedst
o

peopl
e’
s exper
ience expl
anat
ions aboutt
echnol
ogyand medi
a use.Aut
onomywas

r
eveal
edt
orel
atet
o,f
ori
nst
ance,exper
iencesaboutf
lexi
bil
i
ty,f
reedom ofchoi
ceand

ex
pressi
onofownopi
nions.Rel
atednessi
sconnect
edt
o,f
orexampl
e,communi
cat
ion

andshar
ing-
associ
atedexper
iences.Compet
encewasdi
scov
eredt
omapmost
lywi
th

ex
per
iencesl
i
nkedt
ousabi
l
ity
,nov
elt
y,mast
eryandknowl
edge,andst
imul
ati
onwi
th

173
soci
al,cogni
ti
ve,emot
ional
,andcr
eat
ivi
ty.Last
ly,i
nfl
uencei
ndi
cat
edconnect
iont
o,f
or

ex
ampl
e,connect
ednessandsecur
it
ytor
eli
abi
l
ity
,sat
isf
act
ionandf
ami
l
iar
it
y(Ol
sson,

2012)
.

Ex
per
iencesofspaceandsel
f-
presence(
thati
sthe“
her
eandnow”pr
esence,
forexampl
e,

Wagneretal
.2009)t
hatr
esul
tsf
rom,
forexampl
e,t
heegocent
ri
cvi
ewpoi
nt,
tangi
bil
i
tyof

t
he i
nter
act
ion,v
isual
l
y compr
ehensi
vei
nter
face and mi
xi
ng ofr
eal
i
ties.Aest
het
ic

ex
per
iencesandappeal(
Wri
ghtetal
.2008)
,par
ti
cul
arl
yasanout
comeoft
hev
isual
l
y

per
vasi
ve and l
i
vel
yint
erf
ace,and i
tsr
ich sensor
ialout
putt
othe user
.Sy
mbol
i
c

ex
per
iencesandexper
iencesofmeani
ng(
forexampl
e,per
sonalassoci
ati
ons,soci
al

st
atus,andl
uxur
y(Desmet&Hekker
t2007)
,ar
ea r
esul
tofl
ong-
ter
m ut
il
izat
ionofa

f
asci
nat
ingt
echnol
ogyt
hati
spr
obabl
ysoci
all
yawe-
inspi
ri
ngandt
heuser
’sbondt
oiti
n

dai
l
yinf
ormat
ion acqui
sit
ion act
ivi
ti
es. Expr
essi
ve i
nter
act
ions and exper
iences

connect
edt
othat(
forexampl
e,per
sonal
i
zat
ion,sel
f-
expr
essi
onv
iat
heappl
i
cat
ion,and

appr
opr
iat
ionf
ornewpur
poses)
,thatr
esul
tsf
rom t
hev
isualandegocent
ri
cint
eract
ion,

f
requentuse,
andsoci
alel
ement
sint
heusercommuni
ty(
Olsson,
2012)
.

2.
19Desi
gni
ngf
orandEv
aluat
ingUserExper
ience

Sev
eralr
esear
chef
for
tshav
ebeenputi
ntoascer
tai
ningt
heont
ologi
esort
axonomi
esof

ex
per
iencesi
nint
eract
ionwi
tht
echnol
ogy
.Nonet
hel
ess,asar
esul
toft
hehol
i
sti
cand

concept
ualr
ichnessemanat
ingf
rom v
ari
ousper
spect
ives,UXi
susual
l
ycr
it
ici
zedf
or

bei
nguncl
ear
,el
usi
veandephemer
al(
Hassenzahl&Tr
act
isky
,2006)
.UXi
srel
atedt
o

di
ff
icul
t-
to-
quant
if
y concept
s,l
i
ke ‘
pleasur
e’,and ‘
emot
ions’
,and i
sinf
luenced by

ex
tensi
veconcept
ssuchascul
tur
eandcont
ext
.Thewi
derdegr
eeofUXasaconceptand

174
par
ti
cul
arl
ythe subj
ect
ive and dy
nami
c qual
i
ties ofexper
ience hav
eled t
o new

met
hodol
ogi
calchal
l
engesf hedesi
ort gnandev
aluat
ionofUX.Thef
iel
dofUXt
her
efor
e

needsf
urt
herr
oot
sinempi
ri
calandt
heor
eti
calr
esear
ch,i
npar
ti
cul
ar,t
oal
l
ow f
ort
he

dev
elopmentofmor
esui
tabl
edesi
gnandev
aluat
ionmet
hodsandheur
ist
ics.Bar
gas-

Av
il
aandHor
nbæk(
2011)pr
esentt
hedi
ver
sit
yofmet
hodsempl
oyedi
nthei
rst
udi
es

(
str
etchi
ngf
rom quest
ionnai
resandi
nter
viewst
odi
ari
es,
probesandpsy
chophy
siol
ogi
cal

measur
es)aswel
last
het
empor
alf
acet
sofUXev
aluat
ion(
bef
ore,dur
ing,andaf
ter

pr
oductuse)
.Theyasser
tthat
,inspi
teofHCIdomai
nadopt
ingt
henewUXconcept
,the

met
hodsandappr
oachesempl
oyedi
nUXr
esear
char
emuchaki
ntot
hoseut
il
izedi
n

usabi
l
ityr
esear
ch,
andt
henewmet
hodst
hathav
ebeensuggest
edar
ehar
dlyv
ali
dat
edor

t
hei
rrel
i
abi
l
ityhar
dlyassessed.Ont
hewhol
e,i
tcanbesai
dthatt
heneedf
ornew

met
hodsi
shar
dlyv
ali
d(f
orexampl
e,t
orepl
acei
nter
viewi
ng,wal
kthr
oughmet
hodsor

ex
per
tanal
ysi
smet
hods)
.Howev
er,whatar
ereal
l
yneeded ar
enew gui
del
i
nesand

heur
ist
icst
oenabl
ethedesi
gni
ngf
ort
heexper
ienceal
ongwi
thnewmeasur
esandt
ool
s

f
orev
aluat
ingt
hecompl
exanddy
nami
cexper
ient
ial
phenomena(
Olsson,
2012)
.

Asaconsequenceoft
heal
l
-encompassi
ngnat
ureofUX,
desi
gni
ngUXnat
ural
l
yneedst
o

addr
essi
tsv
ari
ousaspect
s.Thebasi
s,nonet
hel
ess,i
smuchaki
ntot
hatofdesi
gni
ng

usabi
l
ityoruser
-cent
ereddesi
gn.Thebasi
crequi
rementf
oragoodUXi
stof
ulf
il
luser
s’

needs.Equal
l
y,t
her
eist
heneedf
ort
hedesi
gnt
obemul
ti
disci
pli
nar
y,i
ncor
por
ati
ng,f
or

ex
ampl
e,har
dwar
eengi
neer
ing,
mar
ket
ing,
indust
ri
aldesi
gnandi
nfor
mat
ionar
chi
tect
ure.

Ther
efor
e,UX desi
gnshoul
dbegi
nfr
om t
heconceptl
evel
,bef
orei
mpl
ement
ingany

concr
etedemonst
rat
ionoft
hesy
stem (
ISO,2010)
.Howev
er,desi
gni
ngf
orUXal
sol
eads

t
onewchal
l
engesandf
acet
stol
ooki
nto.Newt
er keemot
ms,l
i ionaldesi
gn,exper
ience

175
desi
gnandexper
ience-
dri
vendesi
gnhav
esubsequent
lyev
olv
ed.AsHassenzahl(
2011)

posi
t Exper
s“ ienceDesi
gnst
andsf
ort
echnol
ogy
,whi
chsuggest
smeani
ngf
ul,engagi
ng,

v
aluabl
e,andaest
het
ical
l
ypl
easi
ngexper
iencesi
nit
sel
f“
.Wr
ightandMcCar
thy(
2011)

consi
derexper
ience-
cent
ereddesi
gnasapr
ocesst
hatv
aluest
heent
ir
eper
sonbehi
nd

t
heuserandut
il
i het
zest arget
edexper
ienceasapi
vot
alconcepti
nthedesi
gnv
isi
on.

Fur
ther
mor
e,t
heNi
elsenNor
manGr
oup(
cit
ati
on)cont
endst
hat“
trueuserexper
ience

goesf
arbey
ond gi
vi
ng cust
omer
swhatt
heysayt
heywant
,orpr
ovi
ding checkl
i
st

f
eat
ures.
”Desi
gni
ngf
orUXneedst
olooki
ntoal
lthehumansenses,
creat
ionofper
sonal

meani
ng,emot
ions,v
ari
edordi
ff
erentl
evel
sanddur
ati
onsofengagementwi
tht
he

i
nter
act
ive pr
oduct
,enj
oyabl
eness,t
he ev
olut
ion ofuse,user
s’expect
ati
ons among

ot
her
s.UX desi
gndoesnotonl
yaddr he whatand how t
esst o do somet
hing wi
th

t
echnol
ogy
,ital
sost
art
sfr hewhy
om t ,thebasi
chumanv
aluesandneedsbehi
ndev
ery

act
ivi
ty(
Hassenzahl
,2011)
.

Thef
ocalpoi
nti
nusageandt
heper
cei
vedv
aluet
il
tsf
rom t
het
echnol
ogyi
tsel
ftowhati
t

means,whati
tmakespossi
ble,andhowi
tfeel
s.Thedesi
gnedsy
stem makesav
ail
abl
e

t
hei
nst
rument
sandt
heaf
for
dancesf
oract
ivi
ti
es.Howev
er,i
tist
hepeopl
ewhoof
feri
t

meani
ngandpur
pose(
Olsson,2012)
.For
li
zziandFor
d(2000)hi
ghl
i
ghtt
hatdesi
gner

endeav
ori
ngt
ocr
aftanexper
iencecanonl
ydesi
gnsi
tuat
ionsi
nst
eadofpr
edi
ctedr
esul
ts.

Whatt
obedesi
gnedi
ncl
udeonl
ythet
echnol
ogy
,int
eract
ionwi
thi
t,andi
tscont
ent
,and

nott
he subj
ect
ive meani
ngs,v
alues and pur
poses ofuse,ort
he di
ff
erentcul
tur
al

backgr
ounds oft
he user
,pr
evi
ous exper
iences and pr
esentemot
ionalcondi
ti
ons.

Ther
efor
e,nospeci
fi
cexper
iencecanbeassur
edbydesi
gn.Theycanonl
ybesuppor
ted

wi
tht
echnol
ogi
cal
groundst
oenabl
etheexper
iencet
obear
ousedort
ri
gger
ed.Gener
all
y,

176
t
hisi
sthecor
eofdesi ngf
gni orexper
ience:i
dent
if
yingt
hef
act
orsi
nthesy
stem ori
ts

i
ntendedcont
extt
hatcanbedesi
gnedori
mpact
edwi
thdesi
gn(
thati
s,cont
rol
l
ed)
,

acknowl
edgi
ngt
hef
acet
sint
hecompl
etenesst
hatar
ebey
ondcont
rol
,andr
educi
ng

negat
ivequal
i
tiest
hatmi
ghthi
ndert
heposi
ti
veemer
ging.Fur
ther
mor
e,t
hisi
sthev
ery

chal
l
enget
hatneedst
obebut
tressedwi
thempi
ri
calr
esear
chknowl
edgeofUX (
for

ex
ampl
e,del
i
ght
fulexper
iences)andnewt
ypesofgui
del
i
nesandconsi
der
ati
ons(
Olsson,

2012)
.

2.
19.
1Af
fect
iveDesi
gn

Per
cei
vedi
mpr
essi
onsandr
elat
edhumanemot
ionsar
ekeyf
act
orsi
nthedesi
gnofa

phy
sicalpr
oduct
.Iti
simper
ati
vet
o desi
gn pr
oduct
sbyengagi
ng user
sand user
s’

emot
ionsorat
tent
ionsoast
odi
ff
erent
iat
eamongpr
oduct
s(Jor
dan,2000b;Yun,Han&

Ki
m,2003)
.Af
fect
iver
esponsei
sdef
inedasuser
s/consumer
s’psy
chol
ogi
calr
esponses

t
otheper
cept
ualdesi
gndet
ail
s(e.
g.st
yli
ng)ofapr
oduct(
Demi
rbi
l
ek&Sener
,2003)
.

Af
fecti
sthebasi
sfort
hef
ormat
ionofhumanv
aluesandj
udgment(
Khal
i
d&Hel
ander
,

2006)
.Fort
hisr
eason,pr
oductdesi
gnmodel
sthatdonotconsi
derconsumer
/user
s’

af
fect
iveneedsmayessent
ial
l
ybeaweakdesi
gnmodel
(Hel
ander&Tham,
2003)
.

Accor
dingt
oHam,
Yun,
KwahkandHong(
2001)
,todesi
gnandev
aluat
etheusabi
l
ityofa

pr
oduct
,itcant
akei
ntoaccountt
heper
for
mance(
cogni
ti
ve)andf
act
ori
mpr
essi
on

(
aff
ect
ive)oft
hepr
oduct
.Themai
nchal
l
engef
oraf
fect
ivedesi
gni
stoaccur
atel
ygr
asp

t
heuser
’saf
fect
iveneedsandsubsequent
lyt
odesi
gnpr
oduct
stoneedt
hoseneeds.

Manyr
esear
chi
ssuesar
eimpl
i
ed,f
orexampl
e,1)how t
omeasur
eandanal
yzehuman

r
eact
ionst
owar
daf
fect
ivedesi
gn,and2)how t
oassesst
hecor
respondi
ngaf
fect
ive

177
desi
gnf
eat
ures.Fi
rst
,thesemant
icdef
erent
ialmet
hodwasusedmostf
requent
lyt
o

i
nvest
igat
e user
s’per
cept
ion on pr
oduct
s.By st
udy
ing pr
oductsemant
ics,user
s’

subj
ect
ivef
eel
i
ngsaboutapr
oductcanbedi
scer
nedandquant
izi
edonal
i
ker
t-
typescal
e.

Manyr
esear
cher
shav
eusedt
hismet
hodt
ost
udyspeci
fi
caspect
sofdi
ff
erentpr
oduct

desi
gni
ncl
udi
ngst
ylesandcol
ors(
Alcant
ara,Ar
tacho,Gonzal
ez&Gar
cia,2005;Pet
iot&

Yannou,2004)
.Mor
eso,Kanseiengi
neer
inghasbeenwel
lrecogni
zedasat
echni
queof

t
ransl
ati
ngconsumer
s’psy
chol
ogi
calf
eel
i
ngsaboutapr
oducti
ntoper
cept
ualdesi
gn

at
tri
but
es(
Nagamachi
,2002)
.

I
nreal
i
ty,subj
ect
ivei
mpr
essi
onsar
edi
ff
icul
ttot
ransl
atei
ntov
erbaldescr
ipt
ions,and

af
fect
iveneedsar
erel
ati
vel
yshor
t-
last
ingemot
ionalst
atesandt
endt
obei
mpr
eci
seand

ambi
guous(
Hel
ander&Khal
i
d,2005)
.Fr
om apr
act
icalper
spect
ive,
Appl
ecameupwi
tha

setofgui
del
i
nest
odesi
gnmobi
l
eappsaest
het
ical
l
y,al
thoughnotdi
rect
ly,t
heyhav
e

i
dent
if
iedi
tisoneoft
hef
act
orsf
ori
ncr
easi
ngmobi
l
eusabi
l
ity
.Wi
tht
hei
ncr
easi
ng

numberofmobi
l
eapps,
thepopul
ari
tyofamobi
l
eappi
near
li
erst
agesi
sthekeysuccess

f
act
orf
ormobi
l
eappdev
eloper
s.I
ndi
vi
dual
swi
l
lper
cei
vet
heuseri
nter
facequal
i
tyal
ong

t
wo aspect
s,namel
y,pr
agmat
icsandhedomi
cs(
Hassenzahl
,2000)
.Desi
gnpl
aysa

cr
it
icalr
olei
nthi
sregar
d.Forexampl
e,t
hei
nter
facedesi
gnofanappcanconv
eya

per
cept
ionofqual
i
tyf
rom i
ndi
vi
dual
’
sdai
l
ytaskper
spect
ive(
pragmat
ic)ori
ncr
easi
ngt
he

i
ndi
vi
dual
’
s compet
ency t
her
eby
,incr
easi
ng t
he user
’s pl
easur
e oft
he i
nter
act
ion

(
hedoni
c).Ther
efor
e,t
hemobi
l
eappneedst
obedesi
gnedkeepi
ngi
nmi
ndt
hedesi
gn

gui
del
i
nest
hatcanhel
pinev
oki
ngaf
fect
iver
esponseswi
thr
egar
dst
othei
rqual
i
ty

per
cept
iont
owar
dst
hemobi
l
eapp.

Technol
ogyAccept
anceModel(
TAM)
,suggest
edbyDav
ies(
1993)
,isanappl
i
edmodel

178
ofat
ti
tudei
nwhi
chi
ntent
iont
ouseat
echnol
ogyi
sinf
luencedbyat
ti
tudet
owar
dst
hat

t
echnol
ogyandper
cept
ionofi
tsusef
ulness.At
ti
tude,i
ntur
n,i
sinf
luencedbyaper
son’
s

bel
i
efsonhowusef
ult
het
echnol
ogyi
sandhoweasyi
tist
ouse.I
nthi
scont
ext
,at
ti
tude

i
sinf
luencedbybot
heaseofuseandusef
ulness.Theper
cept
ionofeaseofusei
s

measur
edbyt
hedegr
eet
owhi
chusi
ngat
echnol
ogyi
sfr
eeofef
for
tandt
heper
cept
ion

ofusef
ulnessi
smeasur
edbyt
hedegr
eet
owhi
cht
het
echnol
ogycanhel
ptoi
mpr
ove

t
askper
for
mance(
Djamasbi
,Fr
uhl
i
ng&Loi
acono,
2009;
Dour
ish2006)

2.
20Gener
alPr
inci
plesonDesi
gni
ngf
orUserExper
ience

i
)Consi
deruser
s’expect
ati
onsasst
art
ingpoi
ntsf
ort
hedesi
gn:
Thef
eat
uresofexpect
ed

ex
per
iencecanbeempl
oyedi
nconsi
der
inghow auserf
eel
saboutapr
oduct
.Inear
ly

concept
ionphases,
thedesi
gncanbepr
ompt
edbyt
aki
ng,
fori
nst
ance,
2-3cat
egor
iesas

st
imul
iforbr
ainst
ormi
ng.Thesecandi
ff
erwi
thr
egar
dtohow wel
ltheyappeart
ofi
t

t
oget
herorwhatsor
tofcont
radi
cti
ons can be cr
eat
ed,f
orexampl
e,wel
l
-fi
tt
ing

combi
nat
ionssuchassur
pri
se,i
nspi
rat
ionandawar
eness,amazement
,capt
ivat
ionand

empower
ment
,col
l
ect
ivi
ty, l
i
vel
i
ness and cr
eat
ivi
ty,and ot
her mor
e chal
l
engi
ng

combi
nat
ionssuchasef
fi
ciencyandcapt
ivat
ionorpr
ivacyandl
i
vel
i
ness.Fur
ther
mor
e,

t
hebasi
cval
uesandneedswhypeopl
ewoul
dusei
nter
act
ivesy
stemscanbel
ookedi
nto

(
forexampl
e,needst
obecompet
ent
,expr
essonesel
f,orf
indappr
opr
iat
einf
ormat
iont
o

f
aci
l
itat
eincompl
eti
ngat
ask)(
Olsson,
2012)
.

2)Sel
ectt
het
argetexper
iencecat
egor
iesbasedont
het
ypeofser
vice:Cr
it
ical
l
ylooki
nto

whi
ch‘
hygi
enef
act
or–exper
iences’ar
ethemostcr
uci
alr
equi
rement
sint
hecont
extof

t
hepr
oduct
,andwhi
chexper
iencescoul
dbeempl
oyedas‘
sti
mul
ator
s’goal
s.Del
i
ber
ate

179
ont
hel
i
kel
y‘cont
ra-
exper
ience’
thatcanbear
ousedi
ftheexper
ient
ial
goal
isnotat
tai
ned.

Onef
aceti
sthei
nter
act
ioncont
inui
ty.Fori ance,capt
nst ivat
ion,meani
ngf
ulnessand

awar
enesscanbev
iewedmor
esi
gni
fi
canti
ncont
inuoussy
stem i
nter
act
ionwi
thpr
oduct

br
owser
sthani
nint
ermi
tt
entuseofobj
ect
-basedi
nter
act
ion.Ont
heot
herhand,i
n

gami
ng-
associ
ated and ot
herpl
easur
e-or
ient
ed i
nter
act
ive sy
stems,t
he emot
ional
,

sensor
y,soci
al,andmot
ivat
ionaland behav
ior
alexper
iencescoul
d beexper
iment
ed

somewhatf
reel
y(Ol
sson,
2012)
.

Desi
gncompr
ehensi
vel
yfort
hepr
oductexper
ience:Thedev
elopmentofcer
tai
ndef
ini
te

t
argetexper
iencesshoul
d be l
ooked i
ntov
ia al
lthe pr
oductconst
it
uentat
tr
ibut
es.

Li
kewi
se,l
ooki
ntohowagi
venexper
iencecanbepr
esent
edi
not
heraspect
sofUX(
for

ex
ampl
e,whatcoul
d be t
he emot
ionalorsensor
y par
tofa mai
nlyi
nst
rument
al

ex
per
ience)
.Fori
nst
ance,augment
ed r
eal
i
tyasan out
putmet
aphori
mpact
smany

ex
per
ient
ialaspect
s:t
heemot
ionalaspectbyt
headdi
ti
onoff
asci
nat
ion,t
heepi
stemi
c

aspectbyt
headdi
ti
onofi
ntui
ti
venessandeasy
-to-
compr
ehendi
nter
act
ions,andt
he

sensor
yaspectbyt
heal
l
owi
ngofef
for
tl
essbuty
etr
ichi
nter
act
ion.Gener
all
y,when

desi
gni
ng f
orUX,subj
ect
ivi
tyand uncer
tai
ntyi
ncr
eases,and t
hust
he di
ff
erence i
n

i
nter
pret
ati
onandv
aluef
ormat
ional
soi
ncr
eases(
Olsson,
2012)
.

Appl
yel
ement
sfr
om ot
herf
iel
dst
othedesi
gnoft
hepr
oduct
:Ol
sson(
2012)obser
ved

t
hatwoul
d-beuser
swer
edi
scov
eredt
oseepr
oductashol
i
sti
cent
it
iest
hatcancompr
ise

of
,anumberoft
echnol
ogi
calel
ement
sandi
nter
act
ions.Addedt
otheut
il
izat
ionoft
he

user
s’expect
ati
onsasabegi
nni
ngpoi
nt,sev
eralt
echnol
ogi
calv
isi
onsandl
i
kel
ydesi
gn

gui
del
i
nesconnect
edt
o,f
orexampl
e,I
nter
netofThi
ngs(
IoT)
,andsmar
tenv
ironment
s

coul
dbel
ookedi
ntot
oobt
ainf
urt
heri
nsi
ghtandi
nspi
rat
ionf
ordesi
gn.Besi
des,ot
her

180
ex
pect
edexper
iencest
hatar
eval
i
dinot
herf
iel
ds,canbedr
awnf
rom asal
ter
nat
ive

ex
ampl
esoft
heexper
ience.Fori
nst
ance,pl
ayf
ulexper
iencesi
ngamescanemanat
e

f
rom posi
ti
vechal
l
enges,compet
it
ion,t
hri
l
l,humororf
ant
asy
,whi
chal
lcoul
dbeappl
i
ed

t
odesi
gnaswel
l(Ol
sson,
2012)
.

Consi
dert
her
oleofcont
exti
nfaci
l
itat
ingexper
iences:I
nint
eract
ionwi
thmobi
l
eand

ubi
qui
toussy
stems,
thecont
extofusecanof
fersev
eraldesi
rabl
est
imul
atorexper
iences

(
forexampl
e,sur
pri
seorcr
eat
ivi
tyemanat
ingf
rom t
hesoci
alcont
ext
).Equal
l
y,negat
ive

ex
per
iencesasar
esul
toft
hecont
ext(
forexampl
e,l
ackofl
ocat
ion-
basedcont
ent
)can

beascr
ibed t
othepr
oduct
’sweakness.Thi
scont
ext
ualaspectwoul
d benef
itf
rom

pr
oact
ivel
yinf
ormi
ngt
heuserwhent
her
eisal
otofcont
entt
obebr
owsedorot
heruser
s

near
by(
Olsson,
2012)
.

Suppor
tlong-
ter
m engagementandappr
opr
iat
ion:Al
sol
ooki
ntohow t
heexper
ience

coul
d ev
olv
eand v
ari
ousexper
ienceschanger
elev
anceov
ert
ime,asout
comesof

communi
ty-
basedsensemaki
ngandt
heuserev
olv
ingi
nref
erencet
omoods,v
alues

among ot
her
s.As per
sonalmeani
ngs and r
elat
ionshi
p wi
th a pr
oducti
ncr
easi
ngl
y

become si
gni
fi
canton t
he l
ong r
un,t
he pr
oductshoul
d ai
dthe dev
elopmentof

meani
ngf
ulexper
iencesv
iacr
eat
iveuseandt
heper
sonal
i
zat
ionoft
hepr
oduct
.Such

appr
opr
iat
ioncanal
l
ownew‘
sti
mul
atorexper
iences’t
osur
facebuthowev
erneedsal
so

per
suasi
veway
stot
eachandcommuni
cat
ethepot
ent
ial
soft
hesy
stem.Fori
nst
ance,

gamescanbeempl
oyedt
oshownewki
ndsofusesoft
hepr
oductbecausegamesar
e

f
urt
heri
ntheadopt
ionofi
nnov
ati
onscur
veandpeopl
ear
eacquai
ntedwi
tht
hem.Ont
he

whol
e,whenev
erani
nter
act
ivesy
stem i
sconsi
der
edasanov
elpl
atf
ormf
orser
vices,i
t

hast
hepot
ent
ialt
ohav
easwi
despr
eadanev
olut
ionast
heI
nter
nethashadf
rom at
ext
-

181
basedcommuni
cat
ioni
nst
rumentt
oamul
ti
facet
edpl
atf
ormf
orsoci
almedi
a,commer
ce,

gami
ngandar
t(Ol
sson,
20012)
.

2.
21UXandQual
i
tyAt
tri
but
es

2.
21.
1Hy
gei
neorMust
-beQual
i
tyExper
iences

Usabi
l
ityi
susual
l
yconsi
der
edasa“
must
-bequal
i
ty”
,thati
s,achar
act
eri
sti
c/r
equi
rement

t
hati
stakenf
orgr
ant
edwhenf
ulf
il
ledy
etr
esul
tsi
ndi
ssat
isf
act
ionwhennotf
ulf
il
led.On

t
heot
herhand,UX can ber
egar
ded asan “
att
ract
ivequal
i
ty”
,thati
s,a qual
i
tyor

r
equi
rementt
hatof
fer
ssat
isf
yingexper
ienceswhenachi
eved/
metbutdoesnotcause

di
ssat
isf
yingexper
iencewhennotf
ulf
il
led/
met(
Kanoetal
.
,1984)
.Equal
l
y,Zhangand

Dr
an(
2000)consi
der
edt
hesamedual
i
tybutnonet
hel
essusedt
het
erms“
hygi
enef
act
ors”

and“
mot
ivat
ors”
.

Accor
dingt
oOl
sson(
2012)
,thequal
i
tiesofexper
iencecanbecr
udel
yspl
i
tint
o:i
)

‘
hygi
enef
act
or–exper
iences’
;andi
i
)‘st
imul
atorexper
iences’(
mot
ivat
orexper
iences)
.

Usabi
l
ityi
susual
l
yregar
dedasa’
hygi
enef
act
or’(
amust
-bequal
i
ty)
:ifi
tismi
ssi
ng,t
his

per
hapsl
eadst
odi
ssat
isf
yingexper
iences.Li
kewi
se,someoft
heseexper
iencequal
i
ties

can be consi
der
ed t
o hav
e a par
all
elout
come,t
hati
s,t
he l
ackofi
tcan l
ead t
o

di
ssat
isf
yingexper
iencesorot
her‘
cont
ra-
exper
iences’(
thati
s,t
henegat
ivesi
deoft
he

desi
redexper
ience)howev
eri
fpr
esent
,theusermi
ghtnotev
ennot
iceorbeawar
eof

t
hem.Theusermi
ghtper
cei
vet
heexper
ienceofmeani
ngf
ulnessunt
ili
tisl
acki
ng.I
n

addi
ti
on,’
cont
ra-
exper
iences’off
rust
rat
ion,anxi
etyori
nfor
mat
ion ov
erf
low can be

ar
ousedasar
esul
tofbadpr
oductdesi
gnwi
thr
egar
dtoper
sonal
i
zat
ion,r
elev
anceor

usercont
rol
.Li se,pr
kewi ivacyi
sadesi
rabl
eexper
iencewhi
chwhenwel
lreal
i
zed,user
s

182
mi
ghtnotev
enper
cei
veorbebot
her
edbyorbeconsci
ousofi
t,howev
er,whenbadl
y

r
eal
i
zed(
forexampl
e,soci
alawkwar
dnessorunwant
edshar
ingofuser
’sl
ocat
ion)
,user
s

mayf
eeldi
stur
bedandt
hismi
ghtst
rongl
yhi
nderot
herposi
ti
veexper
iencesormake

user
sfeelr
eluct
antt
ouset
hepr
oductgener
all
y.Tr
usti
sanot
herexper
iencet
hatmi
ght

be unnot
iced when t
he cont
entand t
he pr
oductar
etr
ust
wor
thyhowev
er,‘
cont
ra-

ex
per
iences’suchasdi
str
ustordi
stur
bancemaybecomesomewhatst
rongwhent
he

cont
enti
snotr
eli
abl
eorout
-of
-dat
e.Equal
l
y,i
ntui
ti
venesscanal
sobeper
cei
vedasa

‘
hygi
enef
act
orexper
ience’wi
tha‘
cont
ra-
exper
ience’of
,forexampl
e,i
nconv
eni
ence.

Gener
all
y,t
he ‘
hygi
ene f
act
orex
per
iences’ormust
-be qual
i
ty exper
iences,can be

somewhati
mpl
i
citandunconsci
oust
ouser
s,andt
her
efor
edi
ff
icul
ttobei
dent
if
iedas

speci
fi
cexper
iences(
Olsson,
2012)
.

I
naddi
ti
on,t
hev
ari
ati
onal
sodependsont
heor
deri
nwhi
cht
heposi
ti
veandnegat
ive

i
nfor
mat
ioni
spr
esent
ed,si
gni
fyi
ngaf
rami
ngorpr
imi
ngef
fect(
Bloch,1995)
.Equal
l
y,

ex
per
iencesofgoal
-or
ient
atedt
asks(
aff
ect
edbyt
heuser
sgoal
-modeoract
ion-
¬mode)
,

anduser
sbackgr
ound,
cani
mpactont
her
ati
ngsofpr
agmat
icqual
i
ties(
vanSchai
ketal
.
,

2012)
,andt
hei
rfr
ami
ngi
nfl
uencet
hroughdi
ff
erentmot
ivat
ingscenar
ios(
good/
bad

ex
per
iences)(
Hassenzahl
,2008b)
.Inaddi
ti
on,
Hassenzahl
,Di
efenbachandGör
it
z(2010)

ex
plor
eduserper
cept
ionsofneedf
ulf
il
lmenti
nthei
rst
udyt
hatel
i
cit
edmor
ethan500

posi
ti
veexper
ienceswi
thi
nter
act
ivepr
oduct
s.Thef
indi
ngsshowedcl
earassoci
ati
ons

bet
ween need f
ulf
il
lment(
forexampl
e,compet
ence,st
imul
ati
ng,r
elat
edness)and

posi
ti
veaf
fect
.Hedoni
cqual
i
typer
cept
ionswer
edi
scov
eredt
obest
rongmot
ivat
ors(
or

at
tract
ivequal
i
ties)asar
esul
toft
hei
rabi
l
ityt
ocr
eat
eposi
ti
veexper
ience,wher
eas

pr
agmat
icqual
i
tywasper
cei
vedasahy
gienequal
i
tybecausei
tai
dedt
hef
ulf
il
lmentof

183
needs;
howev
eri
twasnotasour
ceofposi
ti
veexper
iencei
tsel
f.

Todel
i
ber
ateont
heseconcept
s’sui
tabi
l
ityandappl
i
cabi
l
ityi
npr
act
ice,Chi
tt
urietal
.

(
2008)i
ndi
cat
edt
hatpr
oduct
sthatmeetorexceedut
il
it
ari
an(
pragmat
ic)needsi
mpr
ove

most
lycust
omer( )sat
user isf
ying exper
iences,whi
l
epr
oduct
sthatmeetorexceed

hedoni
cwant
simpr
ovemost
lycust
omer( )del
user i
ghtexper
iences(
Olsson,2012)
.The

conceptofhedoni
cqual
i
tydev
elopedf
rom consumerr
esear
ch,def
inest
heposi
ti
ve

f
acet
soft
heper
cept
ionofapr
oduct(
Dief
enbachetal
.
,2014)
.Iti
sconnect
edt
ofacet
s

t
hatgobey
ondt
hef
unct
ionalaspect
s,t
hati
s,pr
oductqual
i
tiest
hataddr
esst
hebe-
goal
s

f
ulf
il
lment(
Hassenzahl
,2010)
.Wi
thr
egar
dto emot
ionali
nfl
uence,whi
l
e pr
agmat
ic

qual
i
tyi
ssomewhatr
elat
edt
othecapabi
l
ityofapr
oductt
oat
tai
nsat
isf
act
ion(
by

f
ulf
il
li
ng expect
ati
ons)
,hedoni
c qual
i
tyi
s howev
ersomewhatassoci
ated wi
tht
he

capabi
l
ityofapr
oductt
oachi
evepl
easur
eandpsy
chol
ogi
calwel
l
-bei
ng(
byexceedi
ng

ex
pect
ati
ons)(
Hassenzahl
,2003)
.

2.
21.
2Mot
ivat
orExper
iences:
Att
ract
iveandWow(
Del
i
ght
)Exper
iences

Aspect
sofhumanbehav
iourder
ivedf
rom consumerr
esear
chspeci
fi
edandl
ocat
ed

emot
ionalandhedoni
cexper
iencesasdomi
nantmot
ivat
orsofuse(
Desmet&Ov
erbeeke,

2001;Hi
rschman&Hol
brook,1982;Hol
brook&Hi
rschman,1982)
.Si
mil
arl
y,er
gonomi
c

anddesi
gnr
esear
chont
heot
herhandr
ecogni
zedt
hatusabi
l
itydi
dnott
akei
ntoaccount

t
heposi
ti
vef
eel
i pl
ngsof“ easur
einpr
oductuse”whi
chl
eadst
o“emot
ionalandhedoni
c

benef
it
s”,t
hatt
ranscendsusabi
l
ity(
Jor
dan,1998)
.Ther
ehav
ebeenagr
owi
ngi
nter
est

andpopul
ari
tyofaf
fecti
nthedesi
gndomai
n,ast
her
ehasbeenf
ort
hemot
ivat
ional

char
act
eri
sti
csoff
un,
pleasur
eandenj
oyment(
Har
t,2014)
.‘St
imul
atorexper
iences’
(that

184
i
s,mot
ivat
or,at
tract
ive ordel
i
ght
fulexper
iences)
,appearnott
olead t
o‘cont
ra-

ex
per
iences’
.Theseexper
iencescanst
imul
ate,
mot
ivat
e,i
nspi
re,
appealt
othesensesor

ot
her
wise pl
ease t
he userand consequent
lygener
ate expl
i
citmoment
sthatuser
s

r
ecogni
zeas“
anexper
ience”
:forexampl
e,sur
pri
se,amazement
,pl
ayf
ulness,capt
ivat
ion,

i
nspi
rat
ion,mot
ivat
ion,cr
eat
ivi
tyorawar
eness.Whena‘
sti
mul
atorexper
ience’
(at
tr
act
ive

qual
i
tyexper
ience)i
slacki
ng,such exper
iencewoul
d nonet
hel
essnotbeper
cei
ved

negat
ivel
y.Rat
her
,theusermi
ghtj
ustf
eelconv
ent
ionalorper
hapsdul
latmost
.Hy
giene

(
must
-be)qual
i
tiesar
eusual
l
ythepr
ecur
sorf
orst
imul
atorexper
iencest
obepr
esent
.

Usual
l
yanef
fi
cientandusabl
eper
for
mancegener
atesexper
iencesofov
eral
lpl
easur
e

and enabl
es t
he ev
ocat
ion of‘
sti
mul
atorexper
iences’
.Last
ly,t
he exper
iences of

empower
mentandef
fi
ci
encycanbeconsi
der
edasr
athermor
egener
icas‘
al
lowi
ngnov
el

act
ivi
ti
es’associ
ates and account f
or many of t
he ot
her desi
rabl
e exper
ience

cl
assi
fi
cat
ions(
Olsson,
2012)
.

Gener
all
y,sat
isf
yingexper
iencescont
ainasomewhatgoodv
ari
etywi
thr
espectt
othe

f
orm ofexper
ience.Maj
ori
tyoft
he nar
rat
ives pr
ovi
ded r
epor
tthatpr
agmat
ic and

i
nst
rument sofef
alaspect fi
ciency
,empower
mentand awar
enessar
eli
nkedt
oone’
s

i
mmedi
ateenv
ironment
s.Emot
ional
l
yconcent
rat
ed exper
iencessuch as f
asci
nat
ion,

gener
alpl
easur
eandsur
pri
sear
eal
soemphasi
zedi
nanumberofnar
rat
ives.Ot
herf
orms

ofexper
i kei
ences,l
i mmer
sionandsoci
alexper
iencesar
eobv
iousl
ylessr
ecur
rentand

common. On t
he ot
her hand,t
he expl
anat
ions about unsat
isf
ying exper
iences

concent
rat
e on di
ff
erentgr
adesofi
nst
rument
aldi
ssat
isf
act
ion and t
he associ
ati
ng

emot
ionoff
rust
rat
ion(
Olsson,
2012)
.

Accor
dingt
oOl
sson(
2012,t
hei
nter
act
ionandi
nter
facet
hatar
especi
fi
ctoi
nter
act
ive

185
sy
stems cont
ri
but
ety
pical
l
yto t
he exper
iences of awar
eness and i
mmer
sion.

Fur
ther
mor
e,t
hechar
m ofnov
elt
yint
hei
nter
act
ionmet
aphor
,toget
herwi
tht
henew

f
unct
ional
i
ties,t
ypi
cal
l
yel
uci
dat
est
heemot
ionalexper
iencesoff
asci
nat
ionandsur
pri
se

(
Olsson,
2012)
.

The unsat
isf
ied exper
iences r
esul
tmost
lyf
rom i
nsuf
fi
cientper
for
mance,har
dwar
e

def
ici
enci
es,
badusabi
l
ity
,inappr
opr
iat
econt
ent
,orunmeti
nst
rument
alexpect
ati
ons.As

ar
esul
toft
hecr
it
ical
,butt
ypi
cal
l
yeasi
l
yremedi
abl
efunct
ional
i
tyandusabi
l
ityi
ssues,
the

mor
eexper
ient
ialchal
l
engessuchasl
ackofpr
ivacyori
nspi
rat
ionwoul
dnotbegi
ven

emphasi
sto.Wi
thr
egar
dtoexper
iencesofdi
sappoi
ntment
,ital
soappear
sthatt
heuser
s’

subj
ect
ive expl
anat
ions aboutt
hei
rexper
iences easi
l
ybecame st
rongl
yemot
ional
l
y

sl
ant
edandt
heot
herexper
ient
ialconst
it
uent
sar
egi
venl
essi
mpor
tance.Gener
all
y,t
he

di
ver
sit
yoft
heunsat
isf
yingexper
iencesi
snar
rowert
hant
hatofsat
isf
yingexper
iences,

possi
blyasar
esul
toft
hest
ressonov
eral
ldi
sappoi
ntmentanddi
ssat
isf
act
ion.(
Olsson,

2012)

Ast
echnol
ogymar
keti
sper
vadedi
mmensel
ywi
thl
otsofv
ari
edser
vices,
iti
sper
ti
nent
ly

needf
ult
odi
ff
erent
iat
etheseser
vicesbyposi
ti
veUX.Wowi
sobv
iousl
yaposi
ti
veUX.I
tis

anot
abl
edesi
gngoalwhi
chcanbi
nduser
sst
rongl
ytoapr
oduct(
Väänänen-
Vai
nio-

Mat
ti
laetal
.,
2011)
.Ont
hebasi
sofHudsonandVi
swanadha(
2009)wor
k,awowpr
oduct

i
sonet
hatnotonl
ymeetuser
’sneedsbutal
soi
)meet
sunexpect
edneedsandi
i
)

st
imul
atesagr
eat
ersenseofcont
rolov
ert
heext
ernalwor
ld.AsVäänänen-
Vai
nio-
Mat
ti
la

etal
.,(
2011)st
resses,i
tpoi
ntst
otheel
ementofsur
pri
seort
ranscends(
sur
passes)t
he

ex
pect
ati
onsi
dent
if
iedi
ntheDesmet
’setal
.(2005)def
ini
ti
on.Nonet
hel
ess,aswow

i
ncl
udesanel
ementofsur
pri
se,i
tispl
ausi
blet
hatapr
oductorf
eat
urecompr
isi
ngwow

186
wi
l
lnotdoi
taf
teragi
venamountoft
imehaspassed(
Desmetetal
.
,2005;Hudson

&Vi
swanadha,2009)
.Schauer(
2008)st
ressest
hatt
her
e hast
o be l
ong-
ter
m wow

ex
per
iencei
nor
dert
omakeacust
omeroruserl
oyal
ty.Schauersuggest
edf
ourov
eral
l

gui
del
i
nest
ogener
atel
ong-
ter
m wowexper
ienceasf
oll
ows:
i)deal
i
ngwi
thawi
dear
eaof

unf
ulf
il
ledcust
omerneedsori
i
)pr
oduci
ngapi
pel
i
neofwowmoment
sthatcanemer
ge

v
iaauser
’spl
atf
orm oft
ouchpoi
ntsov
ert
hel
onghaul
.HudsonandVi
swanadha(
2009)

pr
oposet
hatt
oat
tai
nawowexper
ience,t
hedesi
gnershoul
dpr
ovi
desui
tabl
efeedback,

i
nvi
teusert
opl
aywi
tht
hei
nter
face,andmakef
ormsofi
nter
act
ionnov
el.Pl
ayf
ulness

maycont
radi
ctusabi
l
ityi
nsomescenar
ios.Fornov
eli
nter
act
ion,
desi
gnerdoesnothav
e

t
odev
elopnew i
nter
act
ionmet
hods,butappl
ythem i
nimpr
ovedorunexpect
edway
s.

Väänänen-
Vai
nio-
Mat
ti
la etal
.(2011)r
ecommended t
hatwi
th good usabi
l
ity and

aest
het
icexper
iencet
oget
herwi
thcont
inualf
eel
i
ngoft
rust
,wowexper
iencemayal
sobe

achi
evedi
nsust
ainedusage.Theyal
soi
temi
zedt
hef
eat
uresofwow exper
ienceas

compr
isi
ngt
hef
oll
owi
ng:(
Väänänen-
Vai
nio-
Mat
ti
laetal
.
,2011)
:i)Wow i
ssur
pri
sing,

posi
ti
veandusual
l
yanemot
ionalexper
ience;i
i
)Wowi
ssudden,buti
tmayal
sooccuri
n

l
ong-
ter
m usage,whenev
ery
thi
ngpr
oceedspl
easant
lyandsecur
ely
,ii
i
)Wowi
soneki
nd

peakexper
ofa“ ience”
,iti
sper
sonal
,subj
ect
ive,
meani
ngf
ulandmemor
abl
e,i
v)Wowi
sa

pl
easur
abl
eemot
ionalr
esponset
hatt
akepl
acev
iapr
oducti
nter
act
iont
hatt
ranscendsor

ex
ceedst
heuser
’sexpect
ati
ons(
Rezaei
,2015)
.

Aki
ntoanyot
herexper
ience,wow exper
iencei
sal
soassoci
atedt
othequal
i
tiesoft
he

pr
oductorser
vice,user
s’char
act
eri
sti
csandusagecont
ext(
Hassenzahl&Tr
act
insky
,

2006)
.Af
fect
iveat
tri
but
esoft
hepr
oductorser
vicet
hatr
esul
ttowow exper
iencear
e

r
eveal
edi
nthel
i
ter
atur
e(Rezaei
,2015)
.Forexampl
e,St
eenetal
.(2003)showedt
hatt
he

187
f
oll
owi
ngel
ement
sleadt
owow exper
iences:nost
algi
a,f
ant
asy
,sensor
ialexper
ience,

amazement
,sur
pri
se,beaut
y,excl
usi
vi
ty,budget
,comf
ort
,mast
ery
,connect
edness,own

wor
ld,car
e,compet
it
ionandi
nspi
rat
ion.Pr
iorst
udi
esr
evealt
hatpl
ayf
ulnesscanal
so

accountt
othef
ormat
ionofposi
ti
veUX(
Arr
asv
uor
ietal
.
,2010)
.Pl
ayf
ulexper
iencemodel

i
sacl
assi
fi
cat
ionanddesi
gni
nst
rumentwhi
chcanbeusedasadesi
gni
nspi
rat
ionf
or

somepar
ti
cul
arki
ndsofpl
ayf
ulexper
iencessuchascompet
it
ion,
chal
l
enge,
nur
tur
e,t
hri
l
l,

andf
ant
asy(
Rezaei
,2015)
.

Thi
sshoul
dfor
mthebasi
sfort
hemeasur
ementoft
hef
ulf
il
lmentofsuchhumanneeds

i
nthecont
extofi
nter
act
ivesy
stems(
Rezaei
,2015)
,as“
simi
l
ar,
oratl
eastasubsetoft
he

basi
chumanneedscanbeassumedt
oli
ebehi
ndwow exper
ienceaswel
l
”(Väänänen-

Vai
nio-
Mat
ti
laetal
.,2011)
.Oneoft
heVäänänen-
Vai
nio-
Mat
ti
la’
setal
.(2011)desi
gn

gui
del
i
nesf
orwow exper
i s“
encei desi
gnf
orunmetuserneeds,f
oll
owi
ngpr
act
icesof

human-
cent
ereddesi
gn,anal
yzeuser
s’cur
rentpr
act
icesanduncov
erneedst
hatar
enot

y
etmet
,andof
fernov
elsol
uti
onsf
ort
hem”
.Rezaei(
2015)t
ookadv
ant
ageoft
his

gui
del
i
nef
orbet
tercont
entmanagementi
nint
eract
ivesy
stemsas“
lackofappr
opr
iat
e

cont
entmanagement
”whi
chwasr
epor
tedasonet
her
easonsf
ormostoft
henegat
ive

UX by r
espondent
s(Rezaei
,2015)
.Thi
s was col
l
abor
ated by Voi
da etal
.(2013)
.

Väänänen-
Vai
nio-
Mat
ti
laetal
.(2011)al
sosuggest
edabet
terusabi
l
ityandaest
het
icsf
or

wow desi
gn i
mpl
i
cat
ions.I
timpl
i
es t
hata mer
e usabi
l
ityi
sinadequat
eforwow

ex
per
ience,andi
nter
act
ivesy
stemsmustt
ranscendorsur
passusabi
l
itybypr
ovi
ding

somenov
elf
eat
uresi
nit
suseri
nter
face.Accor
dingt
oRezaei(
2015)
,onei
mpor
tant

aspect whi
ch desi
gner
s shoul
d exami
ne t
act
ful
l
yist
he bal
ance bet
ween wow

ex
per
iences and secur
it
yrel
ated i
nter
act
ive sy
stems because such exper
iences

188
t
hemsel
vesmaybr
ingaboutf
eel
i
ngofsuspi
cionandsecur
it
yconcer
ns(
Väänänen-
Vai
nio

-
Mat
ti
laetal
.,
2011)
.Thati
s,desi
gner
sshoul
dnott
argetati
mpr
ovi
ngwowexper
ienceat

t
hecostofdi
mini
shi
ngsy
stem secur
it
yanduser
s’t
rust(
Rezaei
,2015)
.

Ther
eisa wi
del
yhel
d not
ion t
hatusersat
isf
ying exper
iencesi
sa det
ermi
nantof

busi
nessanddest
inat
ionper
for
mancet
hatusual
l
ybondssat
isf
yingexper
iencest
oa

pr
ofi
tchai
nbasedongr
eat
erpr
ofi
tst
hati
srel
atedt
ohi
gheri
ntent
ionst
oret
urn,sal
es,

ov
eral
ldemand and ot
herpoi
nter
sto busi
nesssuccess(
Mat
he-
Soul
eketal
.
,2015;

McDowal
l
,2011)
.Wher
east
hesuccessf
ulpr
ovi
sionofsat
isf
act
oryexper
ienceshasbeen

r
eveal
edt
ohav
e:i
)long-
ter
m ef
fect
soncompet
iveness(
Rit
chi
e& Cr
ouch,2003)
;ii
)

r
evi
siti
ntent
ions;i
i
i)r
ecommendat
ionst
oot
her
sal
ongwi
thot
hersor
tsofposi
ti
vewor
d-

of
-mout
h(Ar
bor
e&Busacca,
2009;
Fer
gusonetal
.
,2010;
Tung&Ri
chi
e,2011)
,anumber

of t
heor
ies r
ecommend v
ari
ous appr
oaches orl
i
nks t
o ev
aluat
e usersat
isf
ying

ex
per
iences.Expect
ancyt
heor
yhasbeenawi
despr
eadconceptt
hatdemonst
rat
est
he

cor
rel
ati
ons among pr
ior expect
ati
ons,act
ual per
for
mance out
comes and user

sat
isf
act
ionexper
iences.Thought
her
eisdi
sagr
eementonhow t
heconst
it
uent
soft
he

ex
pect
ati
on-
disconf
ir
mat
ionf
ramewor
kint
erconnect(
Smi
th&Cost
ell
o,2009)
,howev
er,

user
s/consumer
shav
eapr
ior
iexpect
ati
onsofpr
oductf
eat
ures/
qual
i
tiest
hati
nfl
uence

t
hei
rpostpur
chaseoraf
terusesat
isf
yingexper
iencesandhi
ngeonwhet
heract
ual

per
for
manceexceeds,
meet
sordoesnotmeetexpect
ati
ons(
Pizam &Mi
l
man,
1993)
.

Fur
ther
mor
e,st
udi
est
hatt
estt
hei
nfl
uenceofqual
i
tyat
tr
ibut
es,cat
egor
yassessment
,

andt
heef
fectofasy
mmet
ri
cper
for
manceonusersat
isf
act
ionexper
ienceshasbeen

scar
e.I
naddi
ti
on,st
udi
esl
ooki
ngi
ntot
hecor
rel
ati
onsamongqual
i
tyat
tr
ibut
esand

sat
isf
act
ionexper
ienceshav
ehadsomeshor
tcomi
ngs(
Mikul
i
c&Pr
ebezac,2016)
.To

189
at
tend t
o and r
esol
vet
hese shor
tcomi
ngs,Mat
he-
Soul
ek etal
.(2015)empl
oyed a

f
ramewor
kadapt
edf
rom Mi
kul
i
candPr
ebezac(
2011)t
hatusedani
mpor
tantgr
id,
PRCA

andqual
i
tat
ivei
nqui
ryf
orev
aluat
ingqual
i
ty.Whi
l
etheMat
he-
Soul
eketal
.(2015)st
udy

del
i
ver
edanumberofenhancement
sov
erpr
evi
ousst
udi
est
o ascer
tai
nmeani
ngf
ul

qual
i
tyat
tri
but
ecor
rel
ati
ons,
ithadnonet
hel
esssomeweaknesses.Akeyweaknesswas

t
hei
gnor
ingoft
hemoder
ati
ngef
fect
sint
hequal
i
tyat
tr
ibut
e-sat
isf
act
ioncor
rel
ati
on.

Anot
herweaknesswasi
tsi
naccur
acyi
ncl
assi
fyi
ngv
ari
abl
es(
Chen,2012;Sl
evi
tch&Oh,

2010)
.Mor
eso,ot
herst
udi
eshav
eval
i
dat
edt
heneedt
ousemoder
atedr
egr
essi
ont
o

cat
egor
izequal
i
tyat
tri
but
esi
ntoqual
i
tyf
act
orssoasascer
tai
nfl
awswhenusi
ngmor
e

si
mpl
i
sti
c dummycodi
ng appr
oaches and t
o bet
tercompr
ehend associ
ati
ons wi
th

sat
isf
act
ionexper
iences(
Linetal
.,
2010)
.

Consequent
lyt
oaddr
essgapsi
nli
ter
atur
e,t
hisdi
sser
tat
ionwi
l
lut
il
izeamoder
ated

r
egr
essi
onst
rat
egyt
oev
aluat
etheef
fectofpr
oductqual
i
tyat
tr
ibut
esonUX.I
naddi
ti
on,

t
ocont
rolf
orexpect
ati
on-
disconf
ir
mat
ioncor
rel
ati
ons,t
hest
udywi
l
lempl
oyameasur
e

ofwhet
herornotexpect
ati
onswer
emet(
thati
s,f
ulf
il
ledornotf
ulf
il
ledatal
ltoexceeded

ex
pect
ati
onsf
oreachat
tri
but
e).Thi
sst
rat
egyt
obeempl
oyedwi
l
lbebasedont
hese

assumpt
ions:Fi
rst
ly,i
tisassumed t
hatuser
schooset
o usea pr
oductbased t
he

i
mpor
tanceofat
tri
but
esoft
heexper
ienceandt
hatt
heyhav
epr
iorexpect
ati
ons(
Arbor
e

& Busacca,2009)
.Secondl
y,t
hese pr
iorexpect
ati
ons ar
e assumed t
oinf
luence

per
for
manceper
cept
ionsbasedont
heuser
’sj
udgmentofwhet
herexpect
ati
onswer
enot

met
,met
,orexceeded (
Pizam & Mi
l
man,1993)
.Ther
efor
e,i
tisassumed t
hatt
his

concept
ual
i
zat
ion ofan i
nter
act
ive sy
stem’
s exper
ience of
fer
s a mor
e meani
ngf
ul

compr
ehensi
onofqual
i
tyat
tri
but
eper
for
manceandi
tsef
fectonpr
oductsuccess.

190
Toaddr
esst
hehi
ghl
i
ght
edweaknessofnegl
ect
ingmoder
ati
ngef
fect
s,t
hisdi
sser
tat
ion

wi
l
lfol
l
ow t
heappr
oachr
ecommendedbyLi
netal
.(2010)soast
omor
ecor
rect
ly

ev
aluat
ekeyat
tri
but
equal
i
tycl
assi
fi
cat
ions,
andt
oal
l
owf
oramor
est
rai
ght
-f
orwar
ddat
a

el
i
cit
ati
onpr
ocess,
andt
oal
soi
mpr
ovet
hev
ali
dit
yoft
het
axonomi
cal
out
comes.

2.
22UXTaxonomi
esbasedon(
Dis)
Sat
isf
yingExper
iences

A numberofr
ecentst
udi
eshav
eusedv
ary
ingappr
oachest
oassesst
hecor
rel
ati
on

bet
weenat
tri
but
equal
i
tyandov
eral
lsat
isf
act
ionexper
iences,howev
er,most
:i)oft
hese

appr
oachesl
ackedv
ali
dit
yint
heuseofKanoetal
.
’s(
1984)model(
Mikul
i
c&Pr
ebezac,

2016)
;ii
)empl
oyed met
hodst
hati
naccur
atel
ymodelt
heor
ized at
tr
ibut
e-sat
isf
act
ion

ex
per
ienceassoci
ati
ons(
Chen,2012;Li
n,Yang,Chan&Sheu,2010)
;ori
i
i)l
ackedt
he

ar
ti
cul
ati
onoft
henon-
li
nearandpot
ent
ial
l
yhi
erar
chi
calcor
rel
ati
onofqual
i
tyat
tr
ibut
es

byt
ype(
Brechan,2006;Mi
kul
i
c&Pr
ebezac,2011)
.Inst
eadofut
il
izi
ngKano’
smodel

par
ti
cul
arl
y,t
hisst
udywi
l
lbui
l
donpr
evi
ousst
udi
est
hatel
uci
dat
etheat
tr
ibut
equal
i
ty-

sat
isf
act
ionexper
iencecor
rel
ati
onasbei
ng hi
erar
chi
cali
nnat
ureand t
hatdescr
ibe

qual
i
tyat
tr
ibut
ecat
egor
iesasdi
ssat
isf
ier
s,sat
isf
ier
s,anddel
i
ght
ers(
Brechan,2006)
.

Secondl
y,t
hisst
udywi
l
lal
sost
andonpr
iorwor
kst
hatut
il
izedmoder
atedr
egr
essi
on

met
hods(
Chen,
2012;
Linetal
.,
2010)wi
tht
hei
nter
act
ingef
fectofper
for
mancel
evel
and

cont
rol
sformi
xedsegment
sofuser
sthatar
eli
kel
ytoi
nfl
uencecat
egor
izat
ionofqual
i
ty

at
tri
but
esbyt
ypeormakecl
assi
fi
cat
ionsi
nsi
gni
fi
cant
.Kano’
smodel(
1984)ofqual
i
ty

at
tri
but
ety
peandcor
rel
ati
onbet
weenqual
i
tyat
tri
but
eandov
eral
lsat
isf
act
ionexper
ience

hasbeenempl
oyedasanor
igi
nat
ingt
heor
ynonet
hel
essi
thasbeencr
it
iquedf
ora

numberofi
tsweaknessesanddemer
it
s.Themai
nobj
ect
iveoft
heKano’
smodelwast
o

empi
ri
cal
l
ymeasur
ethef
unct
ionalanddy
sfunct
ionalpr
oductqual
i
tyat
tr
ibut
esandt
hei
r

191
i
nfl
uenceonusersat
isf
act
ionexper
iences.Theweaknessesi
nandi
nadequaci
esoft
he

appr
oachsuggest
edbyKanoetal(
1984)consi
stof
:i)at
ime-
consumi
ngandcost
ly

pr
ocess;i
i
)weakmet
hodi
npr
act
ice(
all
ocat
iont
oqual
i
tyat
tr
ibut
ecat
egor
iesbasedon

f
requenci
es)
;ii
i
)rel
i
abi
l
ityandv
ali
dit
yar
enotexhaust
ivel
ytest
ed;andi
v)ear
li
erst
udi
es

suppor
tsat
hree-
fact
ormodel(
inst
eadoft
hef
ive-
fact
ormodelsuggest
edbyKanoetal
.

(
1984)
)(Ar
bor
e&Busacca,
2009)
.

I
naddi
ti
on,
ther
ear
emor
euser
-f
ri
endl
yappr
oachest
hathav
ebeensuggest
edandt
est
ed

wi
thmi
xedout
comes.Twot
ypesoft
hesepr
oposedmet
hodsi
ncl
udet
hei
mpor
tance-

per
for
manceanal
ysi
s(I
PA)andt
hepenal
ty-
rewar
d-cont
rastanal
ysi
s(PRCA)
.Whi
l
ethese

t
woappr
oachessuppor
tsat
hree-
fact
ormodel
,theyhowev
er,i
)lackadequat
eval
i
dit
y;i
i
)

l
ackat
heor
ythatbacksupt
heappr
oach;
ii
i)t
heychar
act
eri
sti
cal
l
yhav
eal
i
ttl
eamountof

ov
eral
lsat
isf
act
ionexper
ienceaccount
edf
or;andi
v)dat
acol
l
ect
ionexer
cisedoesnot

hav
econt
rolov
ert
hepr
ovi
sion/
non-
prov
isi
onofaqual
i
tyat
tr
ibut
easpr
escr
ibedby

Kano’
sor
igi
nalt
heor
y(Ar
bor
e&Busacca,2009;Mi
kul
i
c&Pr
ebezac,2016)
.Anumberof

st
udi
eshav
ebeencr
it
iquedf
orut
il
izi
ngcase-
basedst
udi
esandappl
yi
ngt
heKanomodel

wi
th unsui
tabl
eev
aluat
ion appr
oachest
hatar
enotabl
etoi
dent
if
yqual
i
tyat
tr
ibut
e

cat
egor
ies(
Mikul
i
c&Pr
ebezac,
2016)
.Fori
nst
ance,
Mat
he-
Soul
ek,
Slev
itchandDal
l
inger

(
2015)used I
PA and PRCA t
oget
hert
o ev
aluat
eKano’
smodel
.Int
hei
rst
udy
,they

suppor
ted a t
hree-
fact
ormodel(
thati
s,basi
c,per
for
mance and exci
tementt
ypes)
.

Thought
hest
udyi
ncor
por
atedqual
i
tat
iveandquant
it
ati
vedat
a,t
heweaknessofused

met
hodwasasomewhatt
oosi
mpl
eev
aluat
iont
hatl
ackedt
hei
ntr
oduct
ionofi
nter
act
ion

ef
fect
sandpot
ent
ial
asy
mmet
ri
cconnect
ionst
oaccur
atel
yev
aluat
eat
tr
ibut
ecat
egor
ies.

Fur
ther
mor
eal
otmor
ewor
ksandt
heor
ieshav
esuppor
tedt
heconceptofat
hree-
fact
or

192
modelofat
tri
but
ecat
egor
iesexpl
ainedi
nthesamewaybutempl
oyi
ngt
ermst
hatar
e

di
ff
erent
.Rust
,Zahor
ikandKei
ningham (
1996)def
inedt
het
hreef
act
orsasdi
ssat
isf
ier
s

(
impl
i
cit
/hy
giene/basi
c/must
-bef
act
ors)
,sat
isf
ier
s(expl
i
cit
/mot
ivat
or/ar
ti
cul
ated/

per
for
mancef
act
ors)anddel
i
ght
ers(
exci
tement
/wow f
act
ors)
.Theseat
tr
ibut
esel
i
cit

cor
respondi
ngexper
iences.Al
so,Br
echan(
2006)f
oll
owedt
heappr
oachandconceptof

Rustetal
.(1996)t
hatt
het
hreet
ypesf
oll
owedahi
erar
chi
calpat
ter
nandnonet
hel
ess

desi
gnat
edt
hem aspr
imar
y(di
sst
isf
ier
s),secondar
y(sat
isf
ier
s),andt
ert
iar
y(del
i
ght
ers)

f
act
ors.Thenot
ionofhi
erar
chyofqual
i
tyat
tri
but
esf
oll
owst
hecont
ent
iont
hatbasi
c

(
thati
s,di
sst
isf
ier
s)at
tri
but
esmeetf
unct
ional(
uti
l
itar
ian)andusabi
l
ityneeds,
secondar
y

(
thati
s,sat
isf
ier
s)meetnon-
essent
ialbutant
ici
pat
edhedoni
cneeds,
anddel
i
ght
ersmeet

orf
ulf
il
lunant
ici
pat
edhedoni
cneedst
hatar
eex
per
ient
iali
nnat
ure(
Brechan,2006)
.In

t
hiscur
rentst
udy
,thef
oll
owi
ngt
ermst
hatar
econsi
stentwi
tht
het
hree-
fact
ormodelof

pr
oductat
tr
ibut
e cl
assi
fi
cat
ions wer
e used:f
undament
als(
foressent
ialf
unct
ional

qual
i
ties)
,anci
l
lar
ies(
forant
ici
pat
eddesi
redqual
i
tiesofapr
oduct
)andsensat
ional
s(f
or

unant
ici
pat
edhedoni
cqual
i
tiest
hatdel
i
ghtal
readysat
isf
ieduser
sofapr
oduct
).

Fundament
als ar
e so cal
l
ed because t
hese qual
i
ties ar
e basi
c qual
i
ties t
hatspur

sat
isf
yingexper
ienceswhenav
ail
abl
eint
hedesi
gnofapr
oductandcausesdi
ssat
isf
ying

ex
per
iences (
cont
ra-
exper
iences)when absent
.Anci
l
lar
ies ar
e desi
gn qual
i
ties t
hat

t
ranscendst
hef
undament
alqual
i
tieshi
erar
chi
cal
l
y,t
hatel
i
citsat
isf
yingexper
iencesi
n

user
swhenpr
esentbutdonotst
imul
atedi
ssat
isf
yingexper
ienceswhennoti
nthe

pr
oductdesi
gn.Nexti
nthehi
erar
chyandatt
hepeakar
ethesensat
ional
s,t
hesequal
i
ties

gener
atewowandsensat
ional
exper
iencesi
nuser
s.

I
naddi
ti
on,r
esear
cher
sthatt
est
edt
het
hree-
fact
ormodelhav
etr
iedv
ari
ousappr
oaches

193
i
nor
dert
omor
eaccur
atel
yev
aluat
equal
i
tyat
tr
ibut
ecl
assi
fi
cat
ionsassoci
atedwi
th

sat
isf
act
ionexper
iencesandt
oexpl
aint
heasy
mmet
ri
calandnon-
li
nearconnect
ions.A

numberofst
udi
eshav
ehi
ghl
i
ght
edt
hesi
gni
fi
canceoft
aki
ngi
ntocogni
zancet
hei
mpact

oft
hel
evelofqual
i
tyat
tri
but
eper
for
mancet
oget
herwi
tht
heper
cei
vedat
tr
ibut
equal
i
ty

onov
eral
lsat
isf
act
ionexper
ienceout
comessoast
obet
teraccur
atel
yev
aluat
equal
i
ty

at
tri
but
ecat
egor
ies(
Chen,2012;Li
netal
.,2010;Mat
he-
Soul
eketal
.
,2015)
.Thi
sst
udy

wi
l
lhowev
ergobey
ondt
heassessmentofsat
isf
act
ionexper
iences.I
twi
l
lconsi
dert
he

i
mpactofUXqual
i
tyat
tri
but
esonUXgener
all
ywhi
l
ecl
assi
fyi
ngt
heat
tr
ibut
esbasedon

t
het
hree-
fact
ormodel
.Sequelt
othepr
ovi
dedr
ecommendat
ions,t
hisdi
sser
tat
ionwi
l
l

use t
he Li
n etal
.’
s(2010)moder
ated r
egr
essi
on st
rat
egyt
o expl
aint
he non-
li
near

i
nfl
uencesanddel
i
verabet
terpr
edi
cti
onmodel
.

Br
oaderconcer
nsandi
ssuesbor
der
ingoncont
extofuseandt
askhav
ebeensucci
nct
ly

not
edasf
act
orst
hatcont
ri
but
etoUX(
Bar
gas-
¬Av
il
a&Hor
nbæk,2011;Har
tmannetal
.
,

2008;
Hassenzahl
&Tr
act
insky
,2006;
vanSchai
k&Li
ng,
2009)
,ev
ent
hought
heef
fect
sof

i
ndi
vi
dualdi
ff
erenceshav
erecei
vedl
i
mit
edf
ocus.Thei
nvest
igat
ionofUXov
ert
imehas

becomeanemer
gentr
esear
chf
iel
d,t
houghl
i
mit
edst
udi
eshav
elookedi
ntol
ongert
ime

f
ramest
hati
nvol
vemul
ti
plesessi
onofuse(
forexampl
e,l
ongert
ime,
li
kesay
,6mont
hs)

(
Har
t,2014)
.

2.
23I
ndi
vi
dual
Dif
fer
enceI
nfl
uenceonUX

The exami
nat
ion ofuserdi
ff
erences has been a not
iceabl
e aspectofr
esear
ch i
n

psy
chol
ogyi
nthe pastdecade;howev
er,i
nthe f
iel
d ofHCIsuch expl
orat
ion has

cont
inuedt
obemar
ginal(
Dil
l
on&Wat
son,1996)
.Thedi
ver
sit
yofuserpopul
ati
ont
hat

194
hav
ebeenev
erbr
oadeni
ngmakesi
tmor
edi
ff
icul
ttodesi
gnpr
oduct
sbui
l
tononegener
ic

model
.Ev
ent
houghUXpr
ofessi
onal
sandpr
act
it
ioner
smayhav
eanuncl
earsenseof

t
hei
rint
endeduser
shi
ngedont
heuseofscenar
iosandper
sonas(
Car
rol
l
,2000;Cooper
,

1999;
Prui
tt&Gr
udi
n,2003)
,thatcr
eat
escompr
ehensi
vepi
ctur
esoft
hei
rpot
ent
ialuser
s,

butmaynotbeabl
etoi
dent
if
yrepr
esent
ati
veuser
s,si
ncet
heyar
ehi
ngedonsubj
ect
ive

j
udgmentoft
hedesi
gner
sordev
eloper
soft
hepr
oduct(
Sinha,2003)
.Lat
ely
,ther
ehas

beensomegr
owi
ngi
nter
esti
ntheexami
nat
ionofuserdi
ver
sit
ynotonl
yfr
om t
heway

sui
tabl
euser
sforr
esear
chst
udi
esar
esel
ect
ed,butal
sof
rom acogni
ti
ve-
¬pr
ocess

v
iewpoi
nt,
wher
eindi
vi
dual
sdi
ff
er(
acr
ossandwi
thi
n)i
nthei
rsubj
ect
ivej
udgment
sofan

i
nter
act
ivepr
oduct(
Kar
apanos&Mar
tens,
2007;Kuj
ala&Kauppi
nen,
2004)
.Ev
ent
hough

HCIl
i
ter
atur
eadv
isesont or“
heneedf acl
earunder
standi
ngofper
sonal
i
tyandcogni
ti
ve

st
yles”t
hatcanbe“
hel
pfuli
ndesi
gni
ngi
nter
faces”(
Shnei
der
man,1992)
,andsuggest
s

sev
erall
i
stsofpopul
ati
onpr
ofi
l
es,suchasage,gender
,educat
ion,cul
tur
e,ski
l
l,et
c.,t
he

chal
l
engest
il
ll
iesi
ntheabi
l
ityt
orecogni
zeandi
dent
if
yusert
ypespr
eci
sel
yandcor
rect
ly

(
Kar
apanos&Mar
tens,
2007;Kuj
ala&Kauppi
nen,
2004)
.Thi
shaspr
ompt
edcur
rentcal
l
s

f
ort
heneedf
ornewappr
oachest
hatav
oidt
hecommonav
erageofout
comesatgr
oup

l
evelt
hatf
requent
lyconceal
sindi
vi
dualdi
ff
erenceanddi
ver
sit
y(Kar
apanos,Mar
tens,&

Hassenzahl
,2009)
.Jor
danandPer
sson(
2007)ut
il
izedt
her
eper
tor
ygr
idt
echni
que,i
n

whi
chdi
ff
erentusergr
oupsr
eact
edi
ndi
ff
erentway
stodi
ff
erentpr
oductt
ypes,
signi
fyi
ng

t
hatt
heone-
¬si
zef
itdesi
gnmet
hodmaynotbeappr
opr
iat
e.Fur
ther
mor
e,Kar
apanos,

Mar
tens,etal
.,(
2009a)demonst
rat
edt
hedi
ver
sit
ybet
weendi
ff
erentuser
sandi
nsi
ngl
e

i
ndi
vi
dual
s,whocanf
requent
lyhav
edi
ff
eri
ngv
iews(
beaut
if
ulandexpensi
ve)
.

Ev
ent
hought
hehol
i
sti
cmet
hodacknowl
edgedi
ndi
vi
dualdi
ff
erences,wher
ecul
tur
al,

195
soci
al,andcont
ext
ualf
act
orswer
evi
ewedasef
fect
sonUX(
Arhi
ppai
nen&Täht
i,2003)
,

t
her
ear
ehowev
ersomel
i
mit
edst
udi
est
hatexami
nedhow userdi
ff
erencesi
mpact
ed

userj
udgmentofani
nter
act
ivedi
git
alpr
oduct
.Woszczy
nski
,Rot
handSegar
s(2002)

cr
eat
ed an i
ntegr
ated t
heor
y of pl
ayf
ulness i
n comput
er i
nter
act
ions,empl
oyi
ng

numer
ous const
ruct
s,off
low,per
sonal
i
tyand t
rai
tinf
luences.Theypr
oposed t
hat

per
sonal
i
tyt
rai
tswer
eant
ecedent
stopl
ayf
ulbehav
ior
,whi
chi
scl
osel
yassoci
atedt
o

f
low.Theyal
soopi
nedt
hatpl
ayf
ulbehav
iorcanconsequent
lyl
eadt
ousersat
isf
act
ion.

Per
cei
veddesi
gnqual
i
tywasr
eveal
edt
obei
mpact
edbyuserbackgr
ound,si
ncepeopl
e

hol
ddi
ver
ser
ulesi
nter
msoft
hev
ali
dit
yofbeaut
y.Asshowni
nBl
och,Br
uneland

Ar
nol
d’s(
2003)consumerst
udy
,indi
vi
dualdi
ff
erencewasr
ecogni
zedv
iat
heuseoft
he

‘
cent
ral
i
tyofv
isualpr
oductaest
het
ics’
(CVPA)scal
e,demonst
rat
ing t
hat i
twasan

essent
iali
mpactont
hev
alueofbeaut
y.I
ndi
vi
dual
swi
thhi
gherCVPA(
val
ue,acumen,

r
esponse)
,hav
emor
eli
kel
i
hoodofr
espondi
ngt
obeaut
if
ult
hingswhi
chl
eadst
ohi
gher

i
ntent
iont
opur
chaset
hani
ndi
vi
dual
swi
thl
ow CVPA.Consequent
lysomei
ndi
vi
dual
s’

j
udgment
smayt
her
efor
ebemor
eimpact
edbybeaut
ythanot
her
s.Rel
atedr
esul
tswer
e

obt
ainedf
rom Har
tmann,
Sut
cli
ffandDeAngel
i(2008)
,whocompar
edt
hreeaest
het
ical
l
y

desi
gnedwebsi
test
hatwer
edi
ssi
mil
arbutwhi
chhascont
ent
sthatwer
esi
mil
ar.They

di
scov
eredt
hatuserj
udgmentwasi
mpact
edbybackgr
ound,t
askandcont
ext
,andt
hat

user
s‘exper
ient
ialpr
edi
sposi
ti
on’wi
thr
egar
dtoaest
het
icsi
mpact
edt
hei
rpr
efer
ence.

Bl
om andMonk(
2003)pr
oposedt
hatt
heper
sonal
i
zat
ionoft
echnol
ogydev
icescan

i
nfl
uence user
scogni
ti
vel
y,soci
all
yand emot
ional
l
yai
ding t
hem t
oref
lecton t
hei
r

per
sonal
,gr
oupandsoci
ali
dent
it
y.Ther
eisani
ncr
easi
ngdemandf
ort
heper
sonal
i
zat
ion

ofuseri
nter
faces,
signi
fi
edbyamount
ingi
nter
esti
ntheper
sonal
i
zat
ionofUXt
hatai
m at

196
gr
oupt
ypes(
Kar
at,
Blom,
&Kar
at,
2004;
Ricci
,Rokach,
&Shapi
ra,
2011)
.

Whi
l
euserdi
ver
sit
yisacknowl
edgedi
nHCI
-r
elat
edr
esear
ch,t
hechar
act
eri
sti
cnat
ureof

user
s’subj
ect
ivej
udgmentofi
nter
act
ivepr
oduct
sisl
i
ght
lyest
imat
edbyr
esear
cher
sand

dev
eloper
s.Exi
sti
ng appr
oaches make a di
sti
nct
ion bet
ween user
s wi
thr
espectt
o

gener
icgr
oups,
suchasage,
gender
,educat
ionet
c.,
anddonotmi
rr
oronuser
s’i
ndi
vi
dual

cogni
ti
vedi
ff
erences(
Kar
apanos&Mar
tens,2007)
.Di
ff
erentuser
srespondi
ndi
ff
erent

way
stoapar
ti
cul
arpr
oduct
,si
nceexper
iencei
sinpar
tdependentont
hechar
act
eri
sti
cs

(
suchas,
mot
ives,
pref
erences,
ski
l
ls,
goal
set
c.)t
heusercomeswi
thi
ntot
hei
nter
act
ion

(
Desmet& Hekker
t,2007)
.A f
ew pr
iorwor
kshav
erev
eal
edt
hatcul
tur
edi
ff
erences

i
mpact
smobi
l
ephonepr
efer
enceofi
conr
ecogni
ti
on(
Kim &Lee,2005)
,andi
ndi
vi
dual

di
ff
erences i
n per
cept
ion ofdesi
gn qual
i
ty was i
ndi
cat
ed t
o be af
fect
ed by user

backgr
ound(
Bloch,Br
unel
,&Ar
nol
d,2003;Har
tmannetal
.
,2008)
.Hence,newmet
hods

ar
eneededt
oexami
net
hef
inergr
anul
ari
tyofi
ndi
vi
dualdi
ff
erencesandav
oidgener
ic

f
indi
ngsatt
hepopul
ati
onl
evel(
Har
t,2014)
.Int
hisdi
sser
tat
ion,
thei
ndi
vi
dualdi
ff
erences

ofage,
gender
,pr
iorexper
ience,
educat
ionalbackgr
ound,
cul
tur
e,ski
l
l,pr
efer
enceswi
l
lbe

account
edf
ort
hei
nfl
uenceofpr
oductqual
i
tyat
tri
but
esonUX.

I
nsummar
y,UXor
igi
nat
edf
rom t
heacknowl
edgmentt
hatusabi
l
itydi
dnotexpl
aint
he

subj
ect
ivenat
ureoft
heexper
ienceofi
nter
act
ingwi
that
echnol
ogy
.Thi
sledt
oashi
fti
n

HCIr
esear
ch,whi
chhadt
radi
ti
onal
l
yconcent
rat
edont
hei
nst
rument
alf
act
ors(
li
ket
ask

ef
fi
ciencyandl
ear
nabi
l
ity
),t
oal
soi
ncor
por
atet
hemor
enon-
¬inst
rument
alf
acet
s,such

ast
heemot
ional
,af
fect
iveand hedoni
cchar
act
eri
sti
csofuse.Thesi
gni
fi
canceof

aest
het
icsi
ntr
oducedsev
eralst
udi
esonhowsev
eralqual
i
tyel
ement
smayi
mpactuser

j
udgment
,ont
hebasi
sofcont
extandt
ask.

197
Ther
ear
eabr
oadassor
tmentoft
heor
eti
calf
ramewor
ksandmodel
sinUX t
hatuse

numer
ousconst
ruct
sut
il
izedt
o assessandmeasur
eUX.Ont
heot
herhand,t
hese

model
svar
yint
hei
rst
rat
egyandmani
pul
ati
onofconst
ruct
s,t
husmaki
ngcompar
isons

chal
l
engi
ng.Thecommonconsensualagr
eementi
sthatusabi
l
ity(
pragmat
ics)
,ut
il
it
y

(
usef
ulness)
,aest
het
ics(
beaut
y)andhedoni
cs(
sat
isf
act
ion)ar
eessent
ial
,howev
ert
hei
r

cont
ext
ualdependence,and t
hei
rrel
ati
ve si
gni
fi
cance i
s notv
ery cl
earand f
ull
y

under
stood.Thi
sst
udyhowev
ert
oexami
net
heseconst
ruct
sfur
theri
nrel
ati
ont
ouser

qual
i
tyj
udgment
soft
echnol
ogy
,toget
herwi
tht
henotf
ull
y¬r
esear
chedaspect
sofuser

engagement
,int
eract
ivi
ty,
userdi
ff
erenceandt
het
empor
alnat
ureofUX.

I
thasbeenacknowl
edgedt
hati
nter
act
ivi
tyofawebsi
tei
sav
ital
fact
ori
nengagi
nguser
s,

whi
ch ul
ti
mat
elyl
eads t
o bet
ter sat
isf
act
ion (
Bar
gas-
¬Av
il
a & Hor
nbæk,2011)
.

Nev
ert
hel
ess,f
ew st
udi
eshav
eexami
ned t
heef
fectofi
nter
act
ivi
tywi
thr
espectt
o

usabi
l
ity
,hedoni
csandUX.Thi
scur
rentst
udydr
ivesatunder
standi
ngwhatmakesuser
s

engagewi
thi
nter
act
ivedi
git
alt
echnol
ogy
,vi
atheut
il
izat
ionofv
ari
ousi
nter
act
ivedesi
gn

f
eat
ures,andt
hrought
heexpl
orat
ionofdi
ff
erentconst
ruct
ssuchasaf
fect
,fl
ow and

pr
esence,mor
efr
equent
lyst
udi
esi
n games(
Jennet
tetal
.
,2008)
).Thecor
rel
ati
on

bet
weeni
nter
act
ivi
tyandot
herqual
i
tyr
ati
ngs,
suchasusabi
l
ity
,ut
il
it
yandaest
het
ics,
wil
l

al
sobei
nvest
igat
ed.

Af
ewst
udi
eshav
eexami
nedhowi
ndi
vi
dualdi
ff
erencesmayi
mpactonUX,ev
ent
hough

i
thasbeenacknowl
edgedasav
ital
fact
ori
nimpact
inguserj
udgment(
Arhi
ppai
nen,
2003;

Har
tmannetal
.,
2008;
Kar
apanos&Mar
tens,
2007)
.Exami
ningt
hedi
ver
sit
ywi
thi
ngr
oups

hel
pst
heav
oidi
ngofgener
icav
eragi
ngofr
esul
ts,
soast
oachi
evegr
eat
ercl
ari
tyofuser

j
udgment
sthati
sgai
nedatani
ndi
vi
duall
evel
.Ther
ear
eli
mit
ed st
udi
est
hathav
e

198
ex
ami
nedt
het
empor
ali
tyofnat
ureofUX,wi
thabul
koft
her
esear
chconcent
rat
ingon

shor
t-
ti
medur
ati
onsusi
ngf
ewpar
ti
cipant
s(Kar
apanos,Zi
mmer
man,For
li
zzi
,&Mar
tens,

2009b;Zhangetal
.,2008)
.Thi
sresear
cht
her
efor
edr
ivesatconduct
ingaquant
it
ati
ve

met
hodl
ongi
tudi
nalr
esear
chsoast
oinv
est
igat
ethechangi
ngpat
ter
nsofUXov
ert
ime

i
nrel
ati
ont
opr
oductsat
isf
act
ion.

Tr
adi
ti
onalusabi
l
itydoesnotpr
ovi
deexpl
anat
ionf
ort
hesubj
ect
iveexper
iencest
hat

r
esul
tfr
om i
nter
act
ionwi
tht
echnol
ogy(
Car
rol
l&Thomas,1988)
.Li
ter
atur
eonemot
ion,

af
fect
,aest
het
icsandhedoni
cswer
erev
iewed,andsuggest
eddef
ini
ti
onsofUXwer
e

pr
esent
ed.Asummar
yofanumberofconcept
ualf
ramewor
kswaspr
esent
ed.These

f
ramewor
ksar
egr
ounded i
nthel
ong-
standi
ng ar
gumentbet
ween r
educt
ioni
sm and

hol
i
sm (
Law,2011)
.Inaddi
ti
on,t
hreet
ypesofUXmeasur
ementmodel
swer
erev
iewed,

t
he mul
ti
ple const
ructappr
oach (
Lav
ie & Tr
act
insky
,2004;Tr
act
insky
,1997)
,the

i
nfer
ence model
s(Hassenzahl& Monk,2010;Hassenzahl
,2004)
,and t
he cogni
ti
ve

pr
ocessmodel
s(Li
ndgaar
detal
.,2011,2006;Mahl
ke&Thür
ing,2007)
.Thesemodel
s

pr
esentt
hecogni
ti
vemodelofqual
i
tyj
udgment(
Har
tmannetal
.
,2008)
.Thet
echnol
ogy

accept
ance(
TAM)(
Dav
is,1989;Venkat
eshetal
.,2003)pr
ocessmodelwasdel
i
ber
ated

uponwi
thr
egar
dtopr
oductadopt
ionf
orpot
ent
ialusewi
thi
nUXr
esear
ch.Dr
awi
ngf
rom

l
i
ter
atur
ebey
ondHCI
,ar
evi
ewoft
hepsy
chol
ogi
calconcept
soff
lowandpr
esencewas

di
scussedwi
thr
espectt
ouserengagementandi
mmer
sion(
Jennet
tetal
.
,2008;Wi
tmer

&Si
nger
,Mi
chael
,1998)
.Thel
i
ter
atur
eoni
nter
act
ivi
tyandassoci
atedf
ramewor
kswer
e

r
evi
ewed(
Cyr
,Head,&I
vanov
,2009;Teoetal
.,2003)
,toget
herwi
thansummar
yont
he

f
ew st
udi
esoni
ndi
vi
dualdi
ff
erenceast
heyaf
fectUX(
DeAngel
i
,Sut
cli
ff
e,&Har
tmann,

2006;Bl
ochetal
.,2003)
,andl
ongi
tudi
nalst
udi
eswi
thi
nUX (
Kar
apanosetal
.
,2008;

199
Kuj
alaetal
.,
2011)(
Har
t,2014)
..

Thi
sst
udywi
l
luseaquant
it
ati
veappr
oacht
hatusesquest
ionnai
rest
ocompar
epr
oduct

i
nter
act
iveuseov
ert
ime.Thest
udywi
l
lincor
por
ateposi
ti
veuserengagementmeasur
ed

usi
ngaf
fect
,fl
owandpr
esence,
andt
hei
ref
fectonot
herqual
i
tymeasur
es(
e.g.
,usabi
l
ity
,

aest
het
ics,
andhedoni
cs)wi
l
lal
sobeexami
ned(
Har
t,2014)
.

Thef
indi
ngsf
rom a3-
¬mont
hlyl
ongi
tudi
nalst
udyt
hatwi
l
lexami
nehowUXev
olv
esov
er

pr
olongeduseandt
imewi
l
lber
epor
ted.Thest
udywi
l
ltr
ackt
heev
olv
ingexper
iences.

Thest
udydr
ivest
oel
i
cit
eexpl
anat
ionsf
orusersat
isf
act
ion/
dissat
isf
act
ionf
rom (
1)t
he

userst
andpoi
nt(
mot
ivat
ions,at
ti
tudesandexper
iences)
,(2)t
hedev
ice(
usabi
l
ity
,ut
il
it
y,

f
unct
ional
i
ty)
,(3)t
heappl
i
cat
ionsused(
lei
sur
e/l
ear
ning)
,(4)t
heeducat
ioncont
ext(
how

i
tsuppor
tsl
ear
ning)
,(5)andhow i
ndi
vi
dualdi
ff
erencesaf
fect
susersat
isf
act
ionand

pr
oductadopt
ion(
Har
t,2014)
.

2.
25Concl
usi
on

Pr
iorr
esear
chi
nUXconcent
rat
edont
heear
lyphasesoft
hepr
ocessi
nwhi
chuser
sfi
rst

cameacr
ossdi
git
alpr
oduct
sandmakei
nit
ialj
udgment
sabouti
tsqual
i
ty(
Hassenzahl&

Monk,2010;Lav
ie&Tr
act
insky
,2004;Li
ndgaar
detal
.
,2006)
.Lat
ely
,ther
ehav
ebeen

cur
rentcal
l
sforl
ongi
tudi
nal
resear
chi
nUX.Hassenzahl
andTr
act
insky(
2006)suggest
ed

met
hodsf
orev
aluat
ingexper
iencel
ongi
tudi
nal
l
y,hi
ngedongr
aphi
calr
econst
ruct
ionof

f
eel
i
ngs(
Kar
apanosetal
.
,2009)andexper
iencesampl
i
ng(
vanSchai
k,Hassenzahl
,&

Li
ng,2012)
.Mor
eov
er,i
nthe l
i
mit
ed l
ongi
tudi
nalst
udi
es conduct
ed i
n UX,onl
ya

compar
ati
vel
ysmal
lsampl
esofuser
swer
eused(
Wri
ght&McCar
thy
,2010)becauseof

t
hecosti
tbear
sonbot
hther
esear
chercar
ryi
ngoutsuchst
udi
esandt
heuser
sthatar
e

200
par
ti
cipat
ingi
nthem (
Menar
d,1991)
.

I
nter
act
ivedesi
gnf
eat
uresi
mpr
oveposi
ti
veaf
fectwhenwebsi
tesar
eused(
Har
t,2014)
.

Ev
ident
ly,
int
eract
ivi
tyi
sav
ital
const
it
uentofUX(
Teoetal
.
,2003)
,howev
er,
thedegr
eeof

how i
nter
act
ivi
tyi
mpact
sonl
ong-
¬ter
m pr
oductsat
isf
act
ionr
emai
nsuncer
tai
n.The

i
ntr
oduct
ion ofsmar
tphoneshasf
reed user
sfr
om t
her
est
rai
ntsofkey
boar
dsand

mousesandhasdev
elopednew way
stousei
nfor
mat
ioni
nadi
git
alf
orm.Thi
sdev
ice

of
fer
sint
eract
ivi
tyv
iaamul
ti
-¬t
ouchi
nter
face,t
oget
herwi
thabr
oadr
angeofi
nter
act
ive

appl
i
cat
ionst
hatf
ocusont
het
ouchscr
eent
echnol
ogydel
i
ver
ingv
isual
,audi
tor
yand

ki
nest
het
icexper
iences.Thecompr
ehensi
onandexpl
orat
ionoft
hel
ong-
¬ter
m useof

new i
nter
act
ivedi
git
alt
echnol
ogi
esi
ssucci
nct
lyav
italaspectofUXwi
thr
espectt
o

desi
gnandev
aluat
ioni
mpr
ovement(
Kuj
ala,
Vogel
,Pohl
mey
er,
&Obr
ist
,2013)
.

Har
t(2014)ext
ended t
he Har
tman etal
.’
s(2008)UX qual
i
tyj
udgmentmodelby

ex
ami
ningt
hedeci
si
on-
¬maki
ngpr
ocessov
erl
ong-
¬ter
m,soast
ocompr
ehendwhatkey

const
ruct
sofUXmayi
mpactusersat
isf
act
ionandpr
oductadopt
ion.Sheal
sol
ooked

i
ntohowuserdi
ver
sit
y(i
.
e.,howi
ndi
vi
dualdi
ff
erencesi
nat
ti
tudesandexper
ience)may

beassoci
atedt
ogr
oupl
evel
att
it
udesandj
udgment
s,andhowt
heseev
olv
esov
ert
ime.

Wi
thi
ntheHCIcommuni
ty,
thephr
ase‘
userexper
ience’
alsoknownasUXi
spopul
ar(
Har
t,

2014)
.AsHar
t(2014)posi
tst
hist
erm hasbeenassoci
atedwi
thanext
ensi
ver
angeof

meani
ngs and i
nter
pret
ati
ons,st
ret
chi
ng f
rom and i
ncl
udi
ng usabi
l
ity
,aest
het
ics,

emot
ions,af
fect
,psy
chol
ogi
calneed,and exper
ient
ialv
alue,buthas hi
ther
to,been

r
epeat
edl
ycr
it
iquedf
orbei
ngt
oouncl
ear
,vague,
indi
sti
nct
,obscur
e,ambi
guousandev
en

conf
usi
ng.Thebackgr
oundofUXi
sspl
i
twi
thsev
erali
ntr
icat
emodel
sandt
heor
eti
cal

201
appr
oachesadv
ancedt
osuppor
ttheunder
standi
ngofexper
ience(
Har
t,2014)
.Thef
iel
ds

ofdesi
gn,busi
ness,mar
ket
ing,phi
l
osophy
,psy
chol
ogy
,cogni
ti
veandcomput
ersci
ence

hascont
ri
but
edt
othel
andscapeofUX(
For
li
zzi&Bat
tar
bee,2004)
.Nonet
hel
ess,t
her
e

r
emai
nsnouni
fi
edandconsi
stentt
heor
yfort
heev
aluat
ionanddesi
gnoft
heexper
ient
ial

qual
i
tiesoft
echnol
ogy
.Manyschol
arsandpr
act
it
ioner
sconcur(
thought
hishasnotbeen

f
ull
yset
tl
ed)t
hatUXi
sav
erydy
nami
c,exceedi
ngl
ycont
ext
ual
-dependentandsubj
ect
ive

ex
planat
ionf
ort
hei
nter
act
iont
hatoccur
sbet
weenhumansandt
echnol
ogy
,whi
chi
s

pr
ofoundl
yfr
amedorf
ashi
onedbyi
ndi
vi
dual
l
ycent
eredemot
ions(
Law,
Rot
o,Hassenzahl
,

Ver
meer
en,
&Kor
t,2009)
.

Acur
sor
ylookatemer
gingl
i
ter
atur
efr
om usabi
l
ityt
ouserexper
iencemot
ivat
edt
heneed

t
o(andshowst
hati
tisneedf
ult
o)l
ookbey
ondt
radi
ti
onalusabi
l
ity
,asi
tdi
dnotaccount

f
ort
hesubj
ect
ivenat
ureofi
nter
act
ionwi
tht
echnol
ogy(
Har
t,2014)
.Del
vi
ngi
ntot
he

br
oaderf
iel
dsofpsy
chol
ogy
,er
gonomi
cs,i
ndust
ri
aldesi
gn,mar
ket
ingandconsumer

r
esear
ch,exposedl
i
ter
atur
esonemot
ion,af
fect
sandhedoni
cst
hatl
edt
oenor
mous

changesi
nresear
chesi
nHCIandpar
ti
cul
arl
yUX(
Har
t,2014)
.Har
t(2014)ar
guedt
hat

t
her
ehasbeenani
ncr
easi
ngsi
gni
fi
canceofaest
het
icsi
npr
oductdesi
gncoupl
edwi
th

t
he di
ff
eri
ng opi
nions abouti
tsr
elat
ivei
mpacton usabi
l
ity
,whi
ch ar
ose orwas

occasi
onedf
rom t
hepost
ulat
iont
hat“
whati
sbeaut
if
uli
susabl
e”(
Tract
insky
,Kat
z,&I
kar
,

2000)
.Thel
eadi
ngwor
konhedoni
cs(
Hassenzahl
,2004)i
temi
zest
hesi
gni
fi
canceoft
he

subj
ect
ivenat
ureofpl
easur
e,t
oget
herwi
thi
tscor
rel
ati
onwi
thpr
agmat
ics(
usabi
l
ity
),

beaut
y and goodness,and how t
hese qual
i
ties can af
fect user j
udgment
.The

mul
ti
dimensi
onalnat
ureofUXmakesobt
aini
ngacl
eardef
ini
ti
onofUXpr
obl
emat
ic(
Law

etal
.,
2009)
.

202
203