A Conceptual User Experience Evaluation Model on Online Systems

Abstract

An online system has become a priority for organisations or companies in many countries, as it allows many processes to be conducted via online platforms, which contributes to profit gain. There are different types of user experience (UX) evaluation models that have been proposed to guide the measurement and development process. However, most of these models only have dimensions, and there is no guidance for UX measurement on online systems. The lack of evaluation models for online system measurement requires further investigation. This paper aims to identify the gaps in UX evaluation models, and develop a conceptual UX evaluation model for online systems. The method used in this study includes reviewing several literatures and shortlisting the relevant publications on UX and online systems. After that, the gaps were identified from the existing UX evaluation model in the relevant publications based on the ISO standard. Then, the study identified the important components of UX, and proposed a new conceptual UX evaluation model for online systems. The results of the study are the identification of the gaps in existing UX evaluation models, and the development of a new conceptual UX evaluation model that is specifically for online systems. Therefore, the results help in considering UX dimensions, criteria, and metrics and potential UX components for evaluation and measurement. The paper contributes to system developers, designers, and also researchers for future UX evaluation model development for online systems. Future studies could use the reviewed UX evaluation models to identify relevant dimensions of online systems, and hence improve the model that they will develop. The findings may also be beneficial to organisations that own online systems by providing guidelines on important dimensions involved in their UX-based evaluations.

Major and minor issues affecting the user experience on e-commerce websites

“…The UX evaluation criteria were developed to evaluate comprehensively the UX of e-commerce websites in terms of measuring the utilitarian quality and hedonic quality of any such site due to the lack of user experience (UX) criteria to evaluate specifically the user experience of e-commerce websites, with specific metrics (Bonastre and Granollers, 2014;Sudiana et al, 2021;Bascur et al, 2021;Yusof et al, 2022). It is worth mentioning that some studies were found in the literature that suggested heuristics or key factors regarding user experience or the usability evaluation of e-commerce websites (Bonastre and Granollers, 2014;Sudiana et al, 2021;Bascur et al, 2021;Hasan and Morris, 2017).…”

“…However, this model is general and does not include specific metrics to evaluate the utilitarian and hedonic quality of e-commerce websites. Similarly, Yusof et al (2022) suggested a conceptual user experience evaluation model for online systems. However, metrics to measure use experience were not identified.…”

“…The website provides detailed information about the product (Bonastre and Granollers, 2014;Vila et The website provides an easy-to-order process (Bonastre and Granollers, 2014;Hasan and Morris, 2017;Morville, 2004) The website is easy to learn (Bonastre and Granollers, 2014;Vila et al, 2021;Hasan and Morris, 2017;Morville, 2004;Bascur et al, 2021;Hellianto et al, 2019;Al-Hunaiyyan et al, 2021;Hasan, 2021;Hinderks et al, 2018;Schrepp et al, 2017;Atoum et al, 2021) The website is efficient (Vila et al, 2021;Hasan and Morris, 2017;Bascur et al, 2021;Hellianto et al, 2019;Al-Hunaiyyan et al, 2021;Hasan, 2021;Hinderks et al, 2018;Hellianto et al, 2019;Schrepp et al, 2017;Yusof et al, 2022;Atoum et al, 2021) If personal information is required, the Privacy Policy is available on the website (Bonastre and Granollers, 2014;Vila et al, 2021;Hasan and Morris, 2017) The website presents the shipping, return, or exchange policy and other shopping rules (Hasan and Morris, 2017) The website has visible contact information (Bonastre and Granollers, 2014;Hasan and Morris, 2017) The website has a Frequently Asked Questions (FAQ) section that covers common customer questions (Bonastre and Granollers, 2014;Hasan and Morris, 2017;Hellianto et al, 2019) If an error occurs while interacting with the website, the website displays simple and clear error messages and suggests a solution to get out of the error…”

Quality Requirements of Electronic Procurement System for Enhancing its User Experiences (UX)

“…While Biduski et al [14] define UX as all aspects that are related to end-user interaction with a product or service. Thus, UX refers to the process of reviewing one's experience before, during and after using a product, system, or service [13] and is related to positive or negative emotions users feel in a specific context [15].…”