Integrating the Peak-end Rule and the Kano Model in Assessing the Product-use Process

Abstract

This study employed the peak-end rule and the Kano model in the assessment of user satisfaction during the product-use experience. Because they reflect different aspects of user satisfaction, we investigated the similarities and differences between the two approaches and integrated them in the analysis of the product-use process. We find that the emotional component of the peak-end rule, which directly indicates the important emotions of the users, and the usability component of the Kano model, which provides useful information on product qualities, are particularly useful in assessing the product-use process. We believe that integrating these two methods generates abundant, specific, and useful knowledge that designers can use to more fully understand the user experience.

The peak–end rule in evaluating product user experience: The chronological evaluation of past impressive episodes on overall satisfaction

“…The findings by Ho and Chen (2019) and Chen and Ho (2021) can be used as a reference in CJM for a single product operation; however, it remains unclear whether the same can be stated for mid‐ to long‐term UX evaluations. Kemp et al (2008) and Miron‐Shatz (2009) verified the peak–end rule on a 7‐day vacation and a previous day's experience, respectively.…”

“…Second, in examining the UX of products and services, the evaluation period of the experiences in previous studies is extremely short. Ho and Chen (2019) and Chen and Ho (2021) attempted to verify the peak-end rule for product use (coffee machine and juice blender). In these studies, a single product operation task was used and emotions were assessed at each step (subtask), from the beginning to the end of the task.…”