User experience (UX or UE) involves a person's emotions about using a particular product, system or service. User experience highlights the experiential, affective, meaningful and valuable aspects of human-computer interaction and product ownership. Additionally, it includes a person’s perceptions of the practical aspects such as utility, ease of use and efficiency of the system. User experience is subjective in nature because it is about individual perception and thought with respect to the system. User experience is dynamic as it is constantly modified over time due to changing circumstances and new innovations.
ISO 9241-210 defines user experience as "a person's perceptions and responses that result from the use or anticipated use of a product, system or service". According to the ISO definition user experience includes all the users' emotions, beliefs, preferences, perceptions, physical and psychological responses, behaviors and accomplishments that occur before, during and after use. The ISO also list three factors that influence user experience: system, user and the context of use.
Note 3 of the standard hints that usability addresses aspects of user experience, e.g. "usability criteria can be used to assess aspects of user experience". Unfortunately, the standard does not go further in clarifying the relation between user experience and usability. Clearly, the two are overlapping concepts, with usability including pragmatic aspects (getting a task done) and user experience focusing on users’ feelings stemming both from pragmatic and hedonic aspects of the system.
In addition to the ISO standard, there exist several other definitions for user experience, see Allaboutux.org. Some of them have been studied by Law et al.
According to Jim Miller, principal of Miramontes Computing, user experience "encompasses much more than the traditional 'user interface' issues, such as screen design and command structure. Rather, it's a broad collection of user-centric issues that cut through the full extent of a project."
The term user experience was brought to wider knowledge by Donald Norman, User Experience Architect, in the mid-1990s. Several developments affected the rise of interest in the user experience:
The field of user experience was established to cover the holistic perspective to how a person feels about using a system. The focus is on pleasure and value rather than on performance. The exact definition, framework, and elements of user experience are still evolving.
User Experiece of an interactive product or a web site is usually measured by questionnaires. A freely available questionnaire (available in several languages) is the User Experience Questionnaire UEQ. The development and validation of this questionnaire is described in
Many factors can influence a user's experience with a system. To address the variety, factors influencing user experience have been classified into three main categories: user's state and previous experience, system properties, and the usage context (situation). Studying typical users, contexts and their interaction helps designing the system.
Single experiences influence the overall user experience: the experience of a key click affects the experience of typing a text message, the experience of typing a message affects the experience of text messaging, and the experience of text messaging affects the overall user experience with the phone. The overall user experience is not simply a sum of smaller interaction experiences, because some experiences are more salient than others. Overall user experience is also influenced by factors outside the actual interaction episode: brand, pricing, friends' opinions, reports in media, etc.
One branch in user experience research focuses on emotions.This includes momentary experiences during interaction: designing affective interaction and evaluating emotions. Another branch is interested in understanding the long-term relation between user experience and product appreciation. The industry sees good overall user experience with a company's products as critical for securing brand loyalty and enhancing the growth of customer base. All temporal levels of user experience (momentary, episodic, and long-term) are important, but the methods to design and evaluate these levels can be very different.
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