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An Initial Framework

Orientation Incorporation Identification

Evangelos Karapanos, John Zimmerman, Jodi Forlizzi, Jean‐Bernard Martens

User Experience: Beyond usability
• Stimulation & Identification
– Hassenzahl (‘04)
• Symbolism
– Tractinsky & Zmiri ‘06, Forlizzi ’07
• Visual aesthetics
– Tractinsky ’04, Mahlke ’06
• Aesthetics in interaction
– de Angeli ’06, Frens ’06

User Experience
How do users form overall evaluative judgments
about interactive products?

Hassenzahl, 2004

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An exploratory study

10 subjects received an innovative pointing device for 4 weeks
and rated it using Hassenzahl’s AttrakDiff2 questionnaire

during Week 1, and Week 4

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An exploratory study

Items close together are highly correlated. Lines represent clusters.

A framework of adoption
• Silverstone & Haddon (‘92)
– Commodification
– Appropriation
– Conversion

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A 5‐week study of iPhone’s adoption
• Why iPhone
– Successful over prolonged use
– beyond usability & usefulness

• Participants: 6
– Prescreening: fake sale advert
– All but one previously owned a smart phone
– Bias for technical background

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Kahneman et al. 2004

Capturing in‐situ data retrospectively

• Experience Sampling Method
– High levels of participant burden
– Not feasible to retrieve rich qualitative accounts

• How does DRM work?
– Takes place at the end of the day
– All experiences are listed in a chronological order
• Every experience is recalled in relation to preceding ones

Procedure
• 1 week before Purchase: List your expectations

Procedure
• During the 4 weeks:

Procedure
• During the 4 weeks: Day Reconstruction

Procedure
• During the 4 weeks: Experience Narration

Now think of the three experiences that were for you personally most
satisfying or unsatisfying experiences of today. Please, use your
own feeling or a definition of what “satisfying” and “unsatisfying experience”
means. Take a couple of minutes to be sure to come up with three most crucial
experiences; you may also want to write them down for yourself. We want you to
be open as to which experiences to report.

Procedure
• During the 4 weeks: Experience Narration

Analysis
• 482 experience narratives
• Conventional Content Analysis (Hsieh, 2005)

1. Open coding: 70 codes referring to 700 instances
I can read the news, or check my email much faster than I used to be
able to do because I don't have to start up my computer and log in
[+, fast access to information] I am not quite sure if this is a good
thing; now I really feel connected ALL the time… [‐, increased
connectedness].

Analysis

2. Axial coding:
• 15 codes, e.g. visual aesthetics, fast access to
information, daily ritual
• 6 overall categories: Stimulation, Learnability, Long‐term
usability, Usefulness, Personal & Social Identification

Analysis

3. Narrative Classification:
• As primarily related to one of the of 15 (6) categories
• Interrater Agreement K=.88

Analysis

4. Temporal Distribution of the 6 qualities
• Identified 3 Phases: Orientation, Incorporation, Identification

Orientation
Stimulation induced by the product’s
visual aesthetics (n=12)
and the aesthetics in interaction (n=21)
“when I clicked on the album, I just loved the way it
turned around and showed all the songs in it”

Learnability (n=38), reflecting the simplicity
with which initial tasks could be carried out
“I tried to set up my iPhone's WiFi which I expected
would be a little bit difficult... it was just 3 steps
away! amazing! 3 steps away! It automatically
detected the WLan and then connected to it.”

Incorporation
Long‐term usability (n=43) reflecting
design aspects that enhanced efficiency
over time
“turning the iPhone sideways not only turns the page
but also magnifies it, so text is easily readable. Truly
well done! I don't see this kind of attention to details
too often”

Incorporation
Usefulness (n=70) reflecting ways in which
the product was becoming meaningful
through its appropriation in diverse settings
Fast access to information (n=33)“it's so easy to just
pick up the phone to check the web rather than having
to switch the computer on ‐ I am becoming a great fan
of it. It's simply saving time”

alleviating boredom in idle periods (n=18) “I like
playing ‐ I find it a nice activity when waiting, traveling
and at any point when I can’t really do anything else”

capturing momentary information (n=11)“Now I tend
to go jogging when I want to think of my work as I can
easily write down whatever comes to my head”

Identification
Social
•Enabling self‐expression (n=18)
“… I felt good having a BETTER device…”

•Creating a sense of community (n=13)
“Yet another friend of ours has an iPhone. It's a
guaranteed subject of conversation if you see
another person having it…”

Personal
•Participating in daily rituals (n=8)
“I put a lot of pictures of my daughter on the
iPhone… I like that functionality very much, and I
look at the pictures at least a few times a day”

Expectations
76% opportunities for positive
experiences
“…synchronizing iPod with iCal was not that
easy… iPhone will make my life much easier
because of its seamless integration with
Mac’s iCal”
24% fears of negative implications
“… I am curious how the virtual keyboard
will be working on the iPhone. I hope it’s not
going to have too small keys and it will be
really responsive”

Impact on post‐purchase judgments?

Are your expectations of the same
importance as before the purchase?

• only 28% remained stable
• 53% increased
– 87% out of them confirmed or
exceeded
– Users could not predict their
impact
• 19% decreased
– Mostly disconfirmed, though not
leading to dissatisfaction
– Unrealistic: “Hoped for, but not
expected”

User Experience Over Time: An initial framework

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User Experience Over Time: An initial framework

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