A model for managing user experience
- Authors: Mashapa, Job
- Date: 2013
- Subjects: Technological innovations -- Management , User interfaces (Computer systems)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:9826 , http://hdl.handle.net/10948/d1020765
- Description: New innovative products are being designed while the user interface of existing products is constantly being revamped to give them a new look. All this is an effort to bring a satisfactory interacting experience for the user. However, in most cases users do not feel that they experience that benefit. The introduction of a new product, or the enhancement of the functionality and user interface of an existing product, often faces criticism and brings resistance to the acceptance and usage of the product by the users. Therefore, the change in user interface or introduction of new products does not only affect the business processes but also the lifestyles of the users, as well as their overall user experience. One of the most important components for the success of any product is a positive user experience. User experience refers to the subjective feeling of the user that results from their interaction or intention to interact with a product in order to perform a specific task in a specific environment. When the user interface and functionality of a product match the expectations of the users and make the users effective and efficient, feel safe and attain some level of self-worth from using or possessing the product, their interaction with the product becomes more satisfactory. User experience practitioners are in agreement that a change to the user interface influences the user experience of the people when interacting with the product; hence it affects change in the user experience of the people. A vast body of literature exists on the methods for evaluating user experience as well as on the principles that are aimed at guiding the design of products for a positive user experience. However, there is a lack of a means to manage this change in user experience that results from the changes in the features of the user interface or the product functionalities. This inadequacy opens up the potential for integrating change management principles in order to manage user experience. However, existing change management principles do not address the user experience aspects when managing change. Following the above premise, this study focused on the development of a model for managing user experience: the User Experience Management Model (UXM2). The UXM2 infers its components from the disciplines of user experience and change management. Its uniqueness is seated in its people-centred approach that aims to effect a free-will change in the individuals towards a long-term positive user experience. The proposed model further aims to promote the voluntary acceptance of a product, which is contrary to the mandatory change that is guided by the policies of the organization, as discussed in the study. The UXM2 was developed from a thorough argumentation of literature on user experience and change management. The components that were required for development of the model were identified from literature, and were evaluated for their relevance by means of academic publications in subject domain international conferences. The academic publications underwent double-blind peer review with subject domain experts. The model was evaluated for its relevance and potential applicability through interviews and discussions with subject domain experts. The subject domain experts consist of user experience practitioners and academic professionals in the domain of HCI. The subject domain experts also evaluated the model by means of an evaluation tool comprising of a Likert scale rating of the proposed components and related activities for managing user experience. The target users of the UXM2 are user experience practitioners and product developers who aim to promote a sustainable long-term positive user experience for the people interacting with their products. The UXM2 is aimed at being used for the design of products that are meant for institutional use, personal use, mandatory use and optional use. It is believed that adoption of the UXM2 will promote acceptance of the product by users, with an associated sustainable positive long-term user experience.
- Full Text:
- Date Issued: 2013
- Authors: Mashapa, Job
- Date: 2013
- Subjects: Technological innovations -- Management , User interfaces (Computer systems)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:9826 , http://hdl.handle.net/10948/d1020765
- Description: New innovative products are being designed while the user interface of existing products is constantly being revamped to give them a new look. All this is an effort to bring a satisfactory interacting experience for the user. However, in most cases users do not feel that they experience that benefit. The introduction of a new product, or the enhancement of the functionality and user interface of an existing product, often faces criticism and brings resistance to the acceptance and usage of the product by the users. Therefore, the change in user interface or introduction of new products does not only affect the business processes but also the lifestyles of the users, as well as their overall user experience. One of the most important components for the success of any product is a positive user experience. User experience refers to the subjective feeling of the user that results from their interaction or intention to interact with a product in order to perform a specific task in a specific environment. When the user interface and functionality of a product match the expectations of the users and make the users effective and efficient, feel safe and attain some level of self-worth from using or possessing the product, their interaction with the product becomes more satisfactory. User experience practitioners are in agreement that a change to the user interface influences the user experience of the people when interacting with the product; hence it affects change in the user experience of the people. A vast body of literature exists on the methods for evaluating user experience as well as on the principles that are aimed at guiding the design of products for a positive user experience. However, there is a lack of a means to manage this change in user experience that results from the changes in the features of the user interface or the product functionalities. This inadequacy opens up the potential for integrating change management principles in order to manage user experience. However, existing change management principles do not address the user experience aspects when managing change. Following the above premise, this study focused on the development of a model for managing user experience: the User Experience Management Model (UXM2). The UXM2 infers its components from the disciplines of user experience and change management. Its uniqueness is seated in its people-centred approach that aims to effect a free-will change in the individuals towards a long-term positive user experience. The proposed model further aims to promote the voluntary acceptance of a product, which is contrary to the mandatory change that is guided by the policies of the organization, as discussed in the study. The UXM2 was developed from a thorough argumentation of literature on user experience and change management. The components that were required for development of the model were identified from literature, and were evaluated for their relevance by means of academic publications in subject domain international conferences. The academic publications underwent double-blind peer review with subject domain experts. The model was evaluated for its relevance and potential applicability through interviews and discussions with subject domain experts. The subject domain experts consist of user experience practitioners and academic professionals in the domain of HCI. The subject domain experts also evaluated the model by means of an evaluation tool comprising of a Likert scale rating of the proposed components and related activities for managing user experience. The target users of the UXM2 are user experience practitioners and product developers who aim to promote a sustainable long-term positive user experience for the people interacting with their products. The UXM2 is aimed at being used for the design of products that are meant for institutional use, personal use, mandatory use and optional use. It is believed that adoption of the UXM2 will promote acceptance of the product by users, with an associated sustainable positive long-term user experience.
- Full Text:
- Date Issued: 2013
An investigation into user interface factors impacting on user experience: Pastel accounting case study
- Authors: Mashapa, Job
- Date: 2009
- Subjects: User interfaces (Computer systems) -- South Africa , Accounting -- Data processing , Accounting -- Computer programs , Small business -- South Africa -- Computer network resources
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9762 , http://hdl.handle.net/10948/1184 , User interfaces (Computer systems) -- South Africa , Accounting -- Data processing , Accounting -- Computer programs , Small business -- South Africa -- Computer network resources
- Description: The purpose of this research is to propose metrics to evaluate the user interface factors that impact on the user experience of Software Accounting Applications (SAAs) used to support the accounting business activities in Small Medium and Micro Enterprises (SMMEs) operating in developing countries. The research commences by outlining the conceptual background that introduces the study. In the introductory chapter, the problems together with the objectives that motivate the significance of the study are presented. In the same chapter, the overall research focus and how each of the research questions are treated to accomplish the intended goals are defined. In Chapter 2, the typical accounting business activities for SMMEs operating in developing countries are investigated. Findings from the preliminary survey revealed that Pastel accounting is the commonly used SMME accounting application used in developing countries. Inventory management, cash book processing, preparation of financial statements, customer and supplier documents processing are revealed as the most prevalent SMME accounting activities. This chapter highlights the problems that inhibit the implementation and the delivery of full benefits of using these SAAs. After indentifying the SAA problems, user experience aspects of the SAA are addressed in Chapter 3. User experience (UX) is defined and existing UX evaluation criteria are discussed. The findings form the basis for choosing the applicable criteria for evaluating the User Interface (UI) factors impacting on the UX of Pastel accounting. The proposed user experience evaluation metrics are described in Chapter 4. A discussion on how the metrics are implemented and what UI aspect they measure is presented. The research design and methodology followed is discussed in Chapter 5. The chapter outlines the possible research philosophy, strategy, methods and data collecting methods. A choice is made about the appropriate approach to answer the stated research questions to satisfy the intended overall research objective. A phenomenologist, qualitative inductive approach is adopted in the study. A contextual inquiry case-study strategy is chosen as applicable to this research. Data is collected using expert reviews, user observation and subjective questionnaires. After the choice of the research techniques, the case study results are presented and analysed in Chapter 6. It is found that Pastel UI is attractive and the users are happy with the visual design of the application. The major factors that impact on Pastel accounting are its lack of 4 feedback and its complexity which makes it difficult for first time users to use the application and the paucity of the help function. After the observed findings, the conclusions and recommendations of the research are presented in Chapter 7. It has been concluded that Pastel accounting UI fails to captivate a positive user experience for first-time users; the users do not find the expected help from the Help function and are often left wondering about the status of the system and the outcome of their actions on a task. Recommendations on how designers would make Pastel user interface more helpful, easy to use, and provide adequate feedback are presented in Chapter 7.
- Full Text:
- Date Issued: 2009
- Authors: Mashapa, Job
- Date: 2009
- Subjects: User interfaces (Computer systems) -- South Africa , Accounting -- Data processing , Accounting -- Computer programs , Small business -- South Africa -- Computer network resources
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9762 , http://hdl.handle.net/10948/1184 , User interfaces (Computer systems) -- South Africa , Accounting -- Data processing , Accounting -- Computer programs , Small business -- South Africa -- Computer network resources
- Description: The purpose of this research is to propose metrics to evaluate the user interface factors that impact on the user experience of Software Accounting Applications (SAAs) used to support the accounting business activities in Small Medium and Micro Enterprises (SMMEs) operating in developing countries. The research commences by outlining the conceptual background that introduces the study. In the introductory chapter, the problems together with the objectives that motivate the significance of the study are presented. In the same chapter, the overall research focus and how each of the research questions are treated to accomplish the intended goals are defined. In Chapter 2, the typical accounting business activities for SMMEs operating in developing countries are investigated. Findings from the preliminary survey revealed that Pastel accounting is the commonly used SMME accounting application used in developing countries. Inventory management, cash book processing, preparation of financial statements, customer and supplier documents processing are revealed as the most prevalent SMME accounting activities. This chapter highlights the problems that inhibit the implementation and the delivery of full benefits of using these SAAs. After indentifying the SAA problems, user experience aspects of the SAA are addressed in Chapter 3. User experience (UX) is defined and existing UX evaluation criteria are discussed. The findings form the basis for choosing the applicable criteria for evaluating the User Interface (UI) factors impacting on the UX of Pastel accounting. The proposed user experience evaluation metrics are described in Chapter 4. A discussion on how the metrics are implemented and what UI aspect they measure is presented. The research design and methodology followed is discussed in Chapter 5. The chapter outlines the possible research philosophy, strategy, methods and data collecting methods. A choice is made about the appropriate approach to answer the stated research questions to satisfy the intended overall research objective. A phenomenologist, qualitative inductive approach is adopted in the study. A contextual inquiry case-study strategy is chosen as applicable to this research. Data is collected using expert reviews, user observation and subjective questionnaires. After the choice of the research techniques, the case study results are presented and analysed in Chapter 6. It is found that Pastel UI is attractive and the users are happy with the visual design of the application. The major factors that impact on Pastel accounting are its lack of 4 feedback and its complexity which makes it difficult for first time users to use the application and the paucity of the help function. After the observed findings, the conclusions and recommendations of the research are presented in Chapter 7. It has been concluded that Pastel accounting UI fails to captivate a positive user experience for first-time users; the users do not find the expected help from the Help function and are often left wondering about the status of the system and the outcome of their actions on a task. Recommendations on how designers would make Pastel user interface more helpful, easy to use, and provide adequate feedback are presented in Chapter 7.
- Full Text:
- Date Issued: 2009
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