Towards a conceptual framework for the objective evaluation of user experience

Abstract

Background: The concept of user experience (UX) involves many aspects and different perspectives, making it difficult to evaluate the whole set of what UX represents. Despite existing standards, a clear definition of the UX evaluation concerning the identification of the different aspects to be evaluated according to the perspectives forming the UX (user and system), taking into account a given context of use is missing. Objective: Propose a conceptual framework for identifying differences between the UX evaluation perspectives and their measurable aspects. Methods: We followed a qualitative method for building conceptual frameworks. Results: The proposed conceptual framework identifies and associates the main UX concepts, from the user and system perspectives. The obtained plane of concepts provides a better overview of the phenomenon studied. The built framework led to the definition of an objective UX evaluation method: physiological signals are the convergence point between the physical state of the user and the measurement of emotions. Conclusion: The evaluation of UX is particularly important in ICT solutions for health since users/patients must maintain the motivation to continue using technology, in order to guarantee adherence to their treatments or interventions. The obtained framework and method are the first step towards finding suitable and according-to-context UX evaluation processes allowing an improved interaction between user and system.