Avaliação de UX em aplicações móveis: resumo de uma investigação sobre a influência de diferentes fatores em um app de compras baseado em chatbot
Resumo
Avaliar a Experiência do Usuário (UX) no desenvolvimento de software é vital para direcionar lançamentos futuros. Assim, é crucial identificar os fatores que alteram os julgamentos do usuário para compreender melhor os resultados. Este estudo investiga o efeito do sequenciamento da interação, da experiência anterior e do número de problemas na satisfação geral e nas principais dimensões de UX (pragmática e hedônica), aplicando três métodos para avaliar um aplicativo de compras móvel baseado em chatbot. Os resultados revelaram a influência da experiência anterior e do número de problemas na UX, principalmente na dimensão pragmática. O sequenciamento da interação, por sua vez, não influenciou significativamente a UX.Referências
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Alves, R., Valente, P., and Nunes, N. J. (2014). The state of user experience evaluation practice. pages 93–102, Helsinki, Finland. the 8th Nordic Conference, ACM Press.
Ardito, C., Buono, P., Caivano, D., Costabile, M. F., and Lanzilotti, R. (2014). Investigating and promoting ux practice in industry: An experimental study. International Journal of Human-Computer Studies, 72(6):542–551.
Bopp, J. A., Mekler, E. D., and Opwis, K. (2016). Negative emotion, positive experience?: Emotionally moving moments in digital games. pages 2996–3006, San Jose California USA. CHI’16: CHI Conference on Human Factors in Computing Systems, ACM.
Bradley, M. M. and Lang, P. J. (1994). Measuring emotion: the self-assessment manikin and the semantic differential. Journal of behavior therapy and experimental psychiatry, 25(1):49–59.
Cockburn, A., Quinn, P., and Gutwin, C. (2015). Examining the peak-end effects of subjective experience. pages 357–366, Seoul, Republic of Korea. the 33rd Annual ACM Conference, ACM Press.
Cockburn, A., Quinn, P., and Gutwin, C. (2017). The effects of interaction sequencing on user experience and preference. International Journal of Human-Computer Studies, 108:89–104.
Cowen, A. S. and Keltner, D. (2017). Self-report captures 27 distinct categories of emotion bridged by continuous gradients. Proceedings of the National Academy of Sciences, 114(38):E7900–E7909.
Hands, D. S. and Avons, S. E. (2001). Recency and duration neglect in subjective assessment of television picture quality. Applied Cognitive Psychology, 15(6):639–657.
Hossain, M. A. and Quaddus, M. (2012). Expectation–confirmation theory in information system research: A review and analysis. Information systems theory, pages 441–469.
Kujala, S., Mugge, R., and Miron-Shatz, T. (2017). The role of expectations in service evaluation: A longitudinal study of a proximity mobile payment service. International Journal of Human-Computer Studies, 98:51–61.
Marques, L., Matsubara, P. G., Nakamura, W. T., Ferreira, B. M., Wiese, I. S., Gadelha, B. F., Zaina, L. M., Redmiles, D., and Conte, T. U. (2021). Understanding ux better: A new technique to go beyond emotion assessment. Sensors, 21(21).
Nakamura, W. T., de Oliveira, E. H. T., and Conte, T. (2019). Negative emotions, positive experience: What are we doing wrong when evaluating the ux? pages 1–6, Glasgow, Scotland Uk. Extended Abstracts of the 2019 CHI Conference, ACM Press.
Nakamura, W. T., Marques, L. C., Redmiles, D., de Oliveira, E. H., and Conte, T. (2022). Investigating the influence of different factors on the ux evaluation of a mobile application. International Journal of Human–Computer Interaction, pages 1–21.
Schrepp, M., Hinderks, A., and Thomaschewski, J. (2017). Design and evaluation of a short version of the user experience questionnaire (ueq-s). International Journal of Interactive Multimedia and Artificial Intelligence, 4(6):103.
Zeithaml, V. A., Parasuraman, A., Berry, L. L., and Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
Alves, R., Valente, P., and Nunes, N. J. (2014). The state of user experience evaluation practice. pages 93–102, Helsinki, Finland. the 8th Nordic Conference, ACM Press.
Ardito, C., Buono, P., Caivano, D., Costabile, M. F., and Lanzilotti, R. (2014). Investigating and promoting ux practice in industry: An experimental study. International Journal of Human-Computer Studies, 72(6):542–551.
Bopp, J. A., Mekler, E. D., and Opwis, K. (2016). Negative emotion, positive experience?: Emotionally moving moments in digital games. pages 2996–3006, San Jose California USA. CHI’16: CHI Conference on Human Factors in Computing Systems, ACM.
Bradley, M. M. and Lang, P. J. (1994). Measuring emotion: the self-assessment manikin and the semantic differential. Journal of behavior therapy and experimental psychiatry, 25(1):49–59.
Cockburn, A., Quinn, P., and Gutwin, C. (2015). Examining the peak-end effects of subjective experience. pages 357–366, Seoul, Republic of Korea. the 33rd Annual ACM Conference, ACM Press.
Cockburn, A., Quinn, P., and Gutwin, C. (2017). The effects of interaction sequencing on user experience and preference. International Journal of Human-Computer Studies, 108:89–104.
Cowen, A. S. and Keltner, D. (2017). Self-report captures 27 distinct categories of emotion bridged by continuous gradients. Proceedings of the National Academy of Sciences, 114(38):E7900–E7909.
Hands, D. S. and Avons, S. E. (2001). Recency and duration neglect in subjective assessment of television picture quality. Applied Cognitive Psychology, 15(6):639–657.
Hossain, M. A. and Quaddus, M. (2012). Expectation–confirmation theory in information system research: A review and analysis. Information systems theory, pages 441–469.
Kujala, S., Mugge, R., and Miron-Shatz, T. (2017). The role of expectations in service evaluation: A longitudinal study of a proximity mobile payment service. International Journal of Human-Computer Studies, 98:51–61.
Marques, L., Matsubara, P. G., Nakamura, W. T., Ferreira, B. M., Wiese, I. S., Gadelha, B. F., Zaina, L. M., Redmiles, D., and Conte, T. U. (2021). Understanding ux better: A new technique to go beyond emotion assessment. Sensors, 21(21).
Nakamura, W. T., de Oliveira, E. H. T., and Conte, T. (2019). Negative emotions, positive experience: What are we doing wrong when evaluating the ux? pages 1–6, Glasgow, Scotland Uk. Extended Abstracts of the 2019 CHI Conference, ACM Press.
Nakamura, W. T., Marques, L. C., Redmiles, D., de Oliveira, E. H., and Conte, T. (2022). Investigating the influence of different factors on the ux evaluation of a mobile application. International Journal of Human–Computer Interaction, pages 1–21.
Schrepp, M., Hinderks, A., and Thomaschewski, J. (2017). Design and evaluation of a short version of the user experience questionnaire (ueq-s). International Journal of Interactive Multimedia and Artificial Intelligence, 4(6):103.
Zeithaml, V. A., Parasuraman, A., Berry, L. L., and Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
Publicado
16/10/2023
Como Citar
NAKAMURA, Walter T.; MARQUES, Leonardo C.; REDMILES, David; OLIVEIRA, Elaine H. T. de; CONTE, Tayana.
Avaliação de UX em aplicações móveis: resumo de uma investigação sobre a influência de diferentes fatores em um app de compras baseado em chatbot. In: ARTIGOS INTERNACIONAIS - SIMPÓSIO BRASILEIRO DE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 22. , 2023, Maceió/AL.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
p. 230-235.
DOI: https://doi.org/10.5753/ihc_estendido.2023.232925.
