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User experience sampling

Jan Willem Streefkerk, M.Sc. User experience sampling. TNO Human Factors. User experience. Usability: not only performance or process measures What is user experience? “Satisfaction” = classical measure “Fun” “Emotion” “Trust” “Frustration” Dependent on task context device.

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User experience sampling

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  1. Jan Willem Streefkerk, M.Sc. User experience sampling TNO Human Factors

  2. User experience Usability: not only performance or process measures • What is user experience? • “Satisfaction” = classical measure • “Fun” • “Emotion” • “Trust” • “Frustration” • Dependent on • task • context • device Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  3. PALS project • Personal Assistant for onLine Services • Research questions: Emotional state Trust Device Performance Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  4. Research model • Dimensions of emotion • Arousal (the “quantity”): High or low • Valence (the “quality”): Positive or negative • Example: Anger: high arousal, negative valence • Trust • based on predictable, competent system behavior • servitude: system serves the user (Muir, 1994) Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  5. Method • Eliciting emotions • by watching short films with music • Tasks • retrieving information (financial, entertainment) • transactions (buying stocks) • Device • Compaq iPaq handheld • Sony Vaio Laptop Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  6. Dependent variables • Emotional state (= manipulation check) • Physiological measures (HR, HRV) • Self Assessment Manikin: arousal & valence • Trust questionnaire • Effectiveness & Efficiency • time on task • errors • Mental Effort • Rating Scale Mental Effort (BSMI) Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  7. Results I • Manipulation not (entirely) successful. • No main effects of emotional state. • Performance with mobile device was worse after high arousal, positive valence condition. • Device: • Performance worse and mental effort higher for mobile device. • Trust in web service lower when using mobile device. Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  8. Results II • Relation between trust and performance • when performance went well, trust in web service was higher. • Trust in device: • mobile device vs. laptop • pre vs. post Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

  9. Conclusions • Difficult to elicit emotional responses in test participants • Trust in device & trust in website • User experience influences HCI Thank you for your attention J.W. Streefkerk – TNO Human Factors streefkerk@tm.tno.nl Mark A. Neerincx and Jan Willem Streefkerk (2003). Interacting in Desktop and Mobile Context: Emotion, Trust and Task Performance. Proceedings of EUSAI 2003, Eindhoven, The Netherlands. Springer-Verlag.

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