An Exploration of the Relation Between Expectations and User Experience

Michalco, Jaroslav; Simonsen, Jakob Grue; Hornbæk, Kasper

doi:10.1080/10447318.2015.1065696

Cited by 39 publications

(29 citation statements)

References 28 publications

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“…It also assumes that UX is a consequence of many interrelated factors related to system, user, and context [31]. An example of such interaction is given in a study on online games, where UX was affected by the extent to which a product met users' expectations [34].…”

Section: A Definition Of Usability Was Later Provided By the Internatmentioning

confidence: 99%

Users’ Personal Conceptions of Usability and User Experience of Electronic and Software Products

Haaksma

Jong

Karreman

2018

IEEE Trans. Profess. Commun.

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Research problem: Despite the abundance of research into usability and user experience (UX), there is still debate about the relationship between both concepts. The user perspective is underrepresented in all discussions. This study examines the personal conceptions that users of electronic and software products have of usability and UX. Research questions: 1. How do users of electronic and software products conceptualize usability and UX? 2. What do they think is the relationship between both concepts? Literature review: We review the literature on conceptualizations of usability and UX and their relationship. The literature suggests that both concepts are still developing and that there are different views about their relationship. A personal-constructs research approach appears to be a fruitful way of shedding more light on this. Methodology: Twenty-one participants were asked to place up to eight products in a grid with two axes: usability (high-low) and UX (high-low). They then filled out a short questionnaire about the products. Finally, interviews were held about their decisions and their views on usability and UX. Results and conclusions: A weak positive correlation between products' usability and UX scores indicates that the relationship between both concepts is far from straightforward. An analysis of the four quadrants of the grid provides a first typology of products based on how users perceive their usability and UX. When reflecting on the relationship between the two concepts, most participants see usability as a part of or contributing to UX. Based on our findings, however, it seems risky to assume that usability is sufficiently covered by the overall concept of UX.

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Section: A Definition Of Usability Was Later Provided By the Internatmentioning

confidence: 99%

Users’ Personal Conceptions of Usability and User Experience of Electronic and Software Products

Haaksma

Jong

Karreman

2018

IEEE Trans. Profess. Commun.

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“…The degree of disconfirmation between the expectation and the result obtained will determine the experience obtained by the customer ( Oliver, 2014 ; Michalco et al, 2015 ). Therefore, the greater the difference between what is expected and what is received, the greater the experience (positive or negative) obtained by the customer.…”

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

“…Experience and disconfirmation function in the same direction ( De Santiago, 2015 ; Pons, 2015 ; Action Coach, 2018 ; Círculo Marketing, 2018 ; Asociación para el Desarrollo de la Experiencia de Cliente [DEC], 2018 ; Deloitte, 2018 ; MdS, 2018 ). This discrepancy between what is expected and what is received becomes extremely important for individuals in situations in which they have a high degree of engagement in the process either because of the importance they give to the process ( Peralta Montecinos, 2015 ) or because of one’s expectations about the brand ( Michalco et al, 2015 ), because this discrepancy surprises and alarms them ( Geers et al, 2009 ). Where the level of engagement is low, therefore, the relationship between the expectation and the experience will be of little significance ( Alba and Williams, 2013 ), though it should be understood that either the individual will modify or readjust their expectations or the experience will be adjusted to minimize the degree of disconfirmation.…”

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

“…Therefore, it is necessary to know the mechanism through which the digital service allows the simultaneous customer to (1) achieve the functional need that led them to use the service and (2) obtain a personal, unique, and an exclusive experience, in such a way as to produce a high degree of customer satisfaction. In this process, the quality of the web service is key to obtaining the desired result, in accordance with the initial expectations of the client ( Michalco et al, 2015 ) and make evaluations accordingly ( Kujala et al, 2017 ). Although the co-creation process is a common marketing practice ( García Haro, 2018 ), in the virtual field the lack of possibility of customization of private web areas is notorious.…”

Section: Introductionmentioning

confidence: 99%

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Customer Experience and Satisfaction in Private Insurance Web Areas

et al. 2020

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Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First is identify the true role of expectations and the perceived quality of the customer’s digital experience. Second is to identify the relationship between customer experience and satisfaction gained in private insurance web areas. Third is to identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least-squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but double role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information, and technology, that offers a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company.

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“…For example, a recently study by Michalco et al (2015) examined assessments of video games. Expectations about video game quality were set through positive or negative reviews; participants then played the games and rated them.…”

Section: Expectation Theorymentioning

confidence: 99%

The effects of interaction sequencing on user experience and preference

Cockburn

Quinn

Gutwin

2017

International Journal of Human-Computer Studies

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1 Highlights Presents results two studies into the influence of primacy and recency effects in interaction.  Shows that recency effects significantly influence preferences.  Primacy effects were not shown to influence preferences.  Discusses factors influencing recency effects in interaction. ABSTRACTInteractive computing tasks are composed of sequences of sub-interactions (or "moments"), each of which yields a slightly different user experience. Prior work, predominantly from the psychology literature, suggests that the order of these moments can affect people"s retrospective evaluation of experiences. Several kinds of sequencing effects have been examined, including primacy, recency, and peak-end effects. We review previous research on sequencing effects and their potential application in HumanComputer Interaction, of which prior work has found mixed results regarding the influence of interaction sequence on preference -possibly because the magnitude of experiential changes caused by interactive tasks are weaker than those studied in psychological experiments. However, sequencing effects are still of great importance to interface design, because when they occur, they have the potential to substantially change user preferences for common interactions. To explore the subtlety of sequencing effects in HCI, we describe two experiments that examined user preferences for series of interactions with different orderings that created positive and negative recency and primacy effects. Positive and negative experiences were created with simulated system assistance that either worked well (aiding the user in drag-and-drop tasks) or worked poorly (hindering the user). In both experiments, the series differed only in the order of positive and negative momentary experiences. Results of Experiment 1 were mixed: the study provided some support for recency effects, but without strong evidence. Experiment 2 modified the experimental method to better accentuate the positive and negative experiences, and produced results showing strong effects of recency, but not of primacy. We discuss reasons for these results, consider overall explanations for the subtle nature of sequencing effects on HCI tasks, and provide an agenda for further research and design lessons regarding recency effects. Overall, we contribute new understanding of a phenomenon that can have a substantial impact on user experience, but that is currently underexplored in HCI.

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An Exploration of the Relation Between Expectations and User Experience

Cited by 39 publications

References 28 publications

Users’ Personal Conceptions of Usability and User Experience of Electronic and Software Products

Users’ Personal Conceptions of Usability and User Experience of Electronic and Software Products

Customer Experience and Satisfaction in Private Insurance Web Areas

The effects of interaction sequencing on user experience and preference

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