The holistic user experience (UX) is comprised of both pragmatic and hedonic qualities and encompasses both product-centric and service-type experiences. Currently there is no questionnaire that measures the holistic UX for both types of experiences, and, without one, it is not possible to measure multimodal experiences that cross between experience types within the same extended experience. To address this need, the User Experience Questionnaire (UEQ), originally designed to measure product-centric experiences, was generalized to work for both product-centric and service-type experiences in a variant called the Generalized User Experience Questionnaire (UEQ-G). In a first study, the UEQ-G was tested alongside the UEQ in legacy, product-centric scenarios. Participants were asked to test two mobile applications and then evaluate them using either the UEQ-G or the UEQ. The performance of both questionnaires was indistinguishable, and the UEQ-G was found to be an appropriate tool for evaluating product-centric scenarios. In a second study, the UEQ-G was tested in service-type scenarios where, in each scenario, there were two conditions for which a UEQ-G factor was designed to be either high or low depending on the scenario condition. Participants were asked to observe a scenario video in either the high or low condition and then complete a series of five questionnaires that included the UEQ-G. Each of the UEQ-G factors was found to be sensitive to differences in scenario conditions; however, a question was left unanswered about the stimulation factor’s validity. In a final study, the UEQ-G was used to evaluate multimodal experiences in the wild. Participants were asked to order food using the Chick-fil-A® mobile app and then go to the restaurant to pick up their orders. Upon their return, participants were asked to complete the same series of questionnaires from the second study including the UEQ-G. Results indicated that the UEQ-G was able to detect both hedonic and pragmatic qualities within the multimodal experience and that the vast majority of the relationships seen in the second study were also seen in the third. Through these studies, the UEQ-G demonstrated potential as a questionnaire for measuring the holistic UX in multimodal experiences.
|Commitee:||Burch , Reuben F., V, Smith, Brian, Bethel, Cindy L.|
|School:||Mississippi State University|
|Department:||Industrial and Systems Engineering|
|School Location:||United States -- Mississippi|
|Source:||DAI-A 82/6(E), Dissertation Abstracts International|
|Subjects:||Industrial engineering, Information Technology, Communication, Web Studies|
|Keywords:||After-scenario questionnaire, AttrakDiff2, Customer satisfaction, Emotional metric outcomes, Generalized user experience Questionnaire, User experience questionnaire, Holistic user experience, Pragmatic qualities, Hedonic qualities, Chick-fil-A® mobile app, Mobile apps|
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