Design da experiência do usuário e retorno sobre o investimento: um estudo preliminar da literatura
Resumo
Este trabalho tem como objetivo apresentar resultados parciais de um mapeamento preliminar da literatura sobre a relação entre design de experiência do usuário (UX User eXperience) e retorno sobre o investimento (ROI). Foram selecionados nove artigos sobre o tema e discutido os resultados apresentados por esses artigos e as limitações que ainda existem acerca do tema.
Referências
Adebesin, Funmi; Chawana, Trevor (2021). The current state of measuring return on investment in user experience design. South African Computer Journal, v. 33, n. 1, p. 22-36, 2021.
Aleryani, A. Y. The impact of the user experience (UX) on the quality of the requirements elicitation (2020). International Journal of Digital Information and Wireless Communications, v. 10, n. 1, p. 1-9.
Buchinger, D., de Siqueira Cavalcanti, G. A., and da Silva Hounsell, M. (2014). Mecanismos de busca acadêmica: uma análise quantitativa. Revista Brasileira de Computação Aplicada, 6(1):108–120.
Fedele, G., Fedriga, M., Zanuso, S., Mastrangelo, S. & Di Nocera, F. (2017). Can user experience affect buying intention? A case study on the evaluation of exercise equipment. Human Factors and Ergonomics Society Europe, 145–152.
Forrester Research (2015). The business impact of investing in experience: a spotlight on financial services. Disponível em: [link]. Acesso em: 07 abr. 2023.
Graefe, T. M., Keenan, S. L. & Bowen, K. C. (2003). Meeting the challenge of measuring return on investment for user centered development. CHI’03 Extended Abstracts on Human Factors in Computing Systems.
Hinderks, A. (2019). Developing a UX KPI based on the user experience questionnaire.Computer Standards & Interfaces, v. 65, p. 38-44.
Horvath, Jeff (2020). The Business Value of UX: Taking ROI to an Institutional Level.Human Factors International, Inc.
ISO9241-210, Ergonomics of Human-System Interaction—Part 210: Human Centred Design for Interactive Systems, ISO, Geneva, Switzerland, 2019.
Kaplan, Robert S.; Norton, David P. (2004). Measuring the strategic readiness ofintangible assets. Harvard Business Review, v. 82, n. 2, p. 52-63.
Kaplan, R. S.; Norton, D. P. (2004) Mapas estratégicos: Balanced Scorecard. 10. Ed. Rio de Janeiro: Elsevier.
Kolbeinsson, A.; Lindblom, J.; Thorvald, P. (2020). Employing UX processes for more focused development in research projects. In: International Digital Human Modeling Symposium, 6., 2020. Proceedings. [s.l.: s.n.], 2020.
Kotler, P.; Armstrong, G. (2017). Princípios de marketing. 16. Ed. São Paulo: Pearson Prentice Hall.
Nielsen Norman Group (2020). UX Metrics and ROI, 5th Edition. [S.l.]. Disponível em: [link]. Acesso em: 7 abr. 2023.
Petersen, K.; Feldt, R.; Mujtaba, S.; Mattsson, M. (2008). Systematic Mapping Studies in Software Engineering. In Proceedings of the 12th International Conference onEvaluation and Assessment in Software Engineering, EASE’08, pages 68–77, Swindon, GBR. BCS Learning &; Development Ltd.
Ribeiro, L. M.; Pereira, H. V. M. (2019). O papel das métricas de negócio para a gestão estratégica das empresas. In: Congresso Nacional De Excelência Em Gestão, 15, Niterói. Anais [...]. Niterói: ANEGEPE, 2019. P. 548-557.
Rosenberg, D. (2004). The myths of usability ROI. Interactions, 11(5), 22–29.
Trendowicz, Adam et al. (2023). User experience key performance indicators for industrial iot systems: A multivocal literature review. Digital Business, v. 3, n. 1,100057.
Turner, C. W. (2011). A strategic approach to metrics for user experience designers. Journal of Usability Studies, 6(2), 52–59.
Wang, Jennifer; Moulden, Angela (2021). AI Trust Score: A User-Centered Approach to Building, Designing, and Measuring the Success of Intelligent Workplace Features. Conference on Human Factors in Computing Systems, p1-7.
W. W. and A. A. S. G. A. Wijaya, Kefry (2021). The Effect of UI/UX Design on User Satisfaction in Online Art Gallery. y. In: 1st International Conference on Computer Science and Artificial Intelligence (ICCSAI), pp. 120–125.
Aleryani, A. Y. The impact of the user experience (UX) on the quality of the requirements elicitation (2020). International Journal of Digital Information and Wireless Communications, v. 10, n. 1, p. 1-9.
Buchinger, D., de Siqueira Cavalcanti, G. A., and da Silva Hounsell, M. (2014). Mecanismos de busca acadêmica: uma análise quantitativa. Revista Brasileira de Computação Aplicada, 6(1):108–120.
Fedele, G., Fedriga, M., Zanuso, S., Mastrangelo, S. & Di Nocera, F. (2017). Can user experience affect buying intention? A case study on the evaluation of exercise equipment. Human Factors and Ergonomics Society Europe, 145–152.
Forrester Research (2015). The business impact of investing in experience: a spotlight on financial services. Disponível em: [link]. Acesso em: 07 abr. 2023.
Graefe, T. M., Keenan, S. L. & Bowen, K. C. (2003). Meeting the challenge of measuring return on investment for user centered development. CHI’03 Extended Abstracts on Human Factors in Computing Systems.
Hinderks, A. (2019). Developing a UX KPI based on the user experience questionnaire.Computer Standards & Interfaces, v. 65, p. 38-44.
Horvath, Jeff (2020). The Business Value of UX: Taking ROI to an Institutional Level.Human Factors International, Inc.
ISO9241-210, Ergonomics of Human-System Interaction—Part 210: Human Centred Design for Interactive Systems, ISO, Geneva, Switzerland, 2019.
Kaplan, Robert S.; Norton, David P. (2004). Measuring the strategic readiness ofintangible assets. Harvard Business Review, v. 82, n. 2, p. 52-63.
Kaplan, R. S.; Norton, D. P. (2004) Mapas estratégicos: Balanced Scorecard. 10. Ed. Rio de Janeiro: Elsevier.
Kolbeinsson, A.; Lindblom, J.; Thorvald, P. (2020). Employing UX processes for more focused development in research projects. In: International Digital Human Modeling Symposium, 6., 2020. Proceedings. [s.l.: s.n.], 2020.
Kotler, P.; Armstrong, G. (2017). Princípios de marketing. 16. Ed. São Paulo: Pearson Prentice Hall.
Nielsen Norman Group (2020). UX Metrics and ROI, 5th Edition. [S.l.]. Disponível em: [link]. Acesso em: 7 abr. 2023.
Petersen, K.; Feldt, R.; Mujtaba, S.; Mattsson, M. (2008). Systematic Mapping Studies in Software Engineering. In Proceedings of the 12th International Conference onEvaluation and Assessment in Software Engineering, EASE’08, pages 68–77, Swindon, GBR. BCS Learning &; Development Ltd.
Ribeiro, L. M.; Pereira, H. V. M. (2019). O papel das métricas de negócio para a gestão estratégica das empresas. In: Congresso Nacional De Excelência Em Gestão, 15, Niterói. Anais [...]. Niterói: ANEGEPE, 2019. P. 548-557.
Rosenberg, D. (2004). The myths of usability ROI. Interactions, 11(5), 22–29.
Trendowicz, Adam et al. (2023). User experience key performance indicators for industrial iot systems: A multivocal literature review. Digital Business, v. 3, n. 1,100057.
Turner, C. W. (2011). A strategic approach to metrics for user experience designers. Journal of Usability Studies, 6(2), 52–59.
Wang, Jennifer; Moulden, Angela (2021). AI Trust Score: A User-Centered Approach to Building, Designing, and Measuring the Success of Intelligent Workplace Features. Conference on Human Factors in Computing Systems, p1-7.
W. W. and A. A. S. G. A. Wijaya, Kefry (2021). The Effect of UI/UX Design on User Satisfaction in Online Art Gallery. y. In: 1st International Conference on Computer Science and Artificial Intelligence (ICCSAI), pp. 120–125.
Publicado
16/10/2023
Como Citar
EVANGELISTA, Gessé G. P.; ZAINA, Luciana A. M..
Design da experiência do usuário e retorno sobre o investimento: um estudo preliminar da literatura. In: PÔSTERES E DEMONSTRAÇÕES - SIMPÓSIO BRASILEIRO DE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 22. , 2023, Maceió/AL.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
p. 133-138.
DOI: https://doi.org/10.5753/ihc_estendido.2023.233783.
