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Abstract.Research in Web quality has addressed quality in use as the most important factor affecting the wide acceptance of software applications. It could be seen as comprised of two complementary concepts, usability and user experience, thus focusing on the employment of more user-centered evaluations. Nevertheless, in the context of Web 2.0 applications, this topic has still not attracted enough attention from the HCI community. This paper addresses quality in use of Web 2.0 applications on the case of mind mapping services. The evaluation methodology brings together three complementary methods. Estimated quality in use was measured by means of logging actual use method while the perceived quality in use was evaluated with both retrospective thinking aloud (RTA) method and questionnaire. The contribution of our work is twofold. Firstly, we provided empirical evidence that proposed methodology altogether with model, set of attributes and measuring instruments is appropriate for evaluating quality in use of Web 2.0 applications. Secondly, the analysis of qualitative data revealed that performance and effort based attributes considerably contribute to the success of mind mapping services.

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