UX Evaluation Methods:: An Investigation of the Danish IT-Industry’s Work and the Relevance of Literature
Authors
Bang, Kristine ; Kjems, Adam ; Kanstrup, Martin Akto
Term
4. term (INF10 - Master Thesis)
Education
Publication year
2015
Submitted on
2015-05-11
Pages
76
Abstract
Denne afhandling undersøger, hvordan den danske IT-branche og IT-fagfolk forstår brugeroplevelse (UX) og arbejder med UX-evalueringsmetoder, samt hvor relevant UX-evalueringslitteraturen er for praktikere. Vi besvarede tre forskningsspørgsmål med tre metoder: en litteraturgennemgang, en brancheundersøgelse og et aktionsforskningsforløb i en virksomhed. I litteraturgennemgangen indsamlede vi artikler fra databaser og konferencer (1988–2014). Vi fandt, at spørgeskemaer er den mest anvendte teknik til at indsamle data i UX-evalueringer. Vi grupperede UX-dimensioner (forskellige aspekter af brugeroplevelsen) i tre kategorier og viste, at evalueringerne over tid er blevet mere omfattende: både antallet af dimensioner og variationen i teknikker er steget. I brancheundersøgelsen, som blev forberedt med virksomhedsinterviews og en pilottest, udsendte vi spørgeskemaet via direkte e-mails til medarbejdere og via faglige interessegrupper. Resultaterne viser, at virksomheder evaluerer UX enten under udviklingsprocessen, i en særskilt afdeling eller ved at hyre en ekstern leverandør. Virksomheder, der evaluerer brugervenlighed, evaluerer også UX, men UX-praktikere i industrien er ikke fortrolige med de evalueringsmetoder, der er populære i akademisk forskning. I et aktionsforskningsstudie om indføring og udbredelse af UX-evaluering i en virksomhed fandt vi, at workshops er effektive til at introducere medarbejdere til nye metoder og begreber. Virksomheden efterspurgte resultater, der er lette at formidle og kan bruges direkte til at forbedre produkter, og foretrak enkeltmetoder, der var tilpasset deres behov, før de blev overvejet til adoption.
This thesis examines how the Danish IT industry and IT professionals understand user experience (UX) and use UX evaluation methods, and how relevant UX evaluation literature is for practitioners. We addressed three research questions with three methods: a literature review, an industry survey, and an action research study within a company. In the literature review, we collected papers from databases and conferences (1988–2014). We found that questionnaires are the most commonly used technique to collect data in UX evaluations. We grouped UX dimensions (different aspects of the user experience) into three categories and showed that evaluations have broadened over time: both the number of dimensions and the variety of techniques have increased. For the industry survey, prepared through company interviews and a pilot, we distributed the questionnaire via direct employee emails and through special interest groups. Findings show that companies conduct UX evaluations either during development, through a separate department, or by hiring an external provider. Companies that evaluate usability also evaluate UX, yet industry UX practitioners are not familiar with the UX evaluation methods popular in academia. In an action research study on adopting and promoting UX evaluations in a company, we found that workshops are effective for introducing employees to new methods and concepts. The company wanted results that were easy to present and could be applied to improve products, and it preferred single methods adapted to its needs before considering adoption.
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Keywords
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