Investigating usability and user experience from the user postings in social systems

Abstract

Social Systems (SS) are dynamic systems, with features such as: frequent exchange of messages and expression of feelings spontaneously. The postings of users on SS reveal their opinions on various issues, including on what they think of the system. In this study, we classified postings of users from two SS of different contexts: a popular SS (entertainment) - Twitter and an academic SS of a university – forums, to investigate information related to usability and user experience (UX) of such systems. Results showed they are useful to (i) obtain user’s sentiments about the system; (ii) to identify possible problems during their experience and (iii) to perceive from the set of classified postings the context of use of the system.