• Citer

Expectations-Perceptions-Emotions Model: An Integrative and Holistic User Experience Model

par Van Der Linden, Jan ;Van De Leemput, Cécile
Référence Human-Computer Interaction, Descriptive and Predictive Models (August 10-11, 2023: New York)
Publication Non publié, 2023

Communication à un colloque

• Accès en ligne
• Détails
• Contenu
• Statistiques

Résumé :

The User Experience (UX) research framework aims to propose a holistic approach to study the subjective impressions stemming from technology usage. This framework has developed to overcome other approaches that have been developed in constrained usage situations, that are mainly focused on technologies’ instrumental factors, and that neglect the hedonic and emotional aspects of technology usage. However, although the UX approach enjoys wide success among professionals and academics, the essence of the UX notion remains elusive and few theoretical models have been developed from empirical research and validated through quantitative methods. Indeed, most UX conceptions and models have been generated from limited observations and often address a particular perspective user experience. Therefore, this research aims to fill these gaps and presents a new integrative UX model, the Expectations-Perceptions-Emotions model (EPE-model). On one hand, this model synthesizes the conceptions and conclusions stemming from the main UX research and models, and on the other hand, details more precisely the user experience dimensions. More specifically, the EPE-model specifies two central components: expectations and perceptions component, and the emotional reactions component. The first component is structured according to four different dimensions (activity, user, social environment, and society) that induce the user’s expectations and consequently the perceived technological characteristics; and the second component is structured according to three dimensions, that are the positive emotions and the negative emotions felt following the use, and emotional attachment to technology. To test the validity of the EPE-model, and the links between components and dimensions, a large quantitative study was carried out among smartphone users. The study was carried out online with a new UX questionnaire composed of validated and ad-hoc scales to measure the different UX dimensions. The results of the statistical analyses indicate that the used scales are appropriate to measure the different UX dimensions, and the model fit indicators validate the value of the EPE-model. In addition, path-analyses using the Partial Least Squares (PLS) method indicate that the different perceptual and emotional dimensions are particularly decisive for user satisfaction and usage intentions. Through its characteristics, the EPE-model is a continuation of previous UX research and model and constitutes a strong basis for better understanding the nature and origins of the subjective technological experience. Indeed, through the inclusion of previously untreated dimensions and its descriptive nature, it offers new perspectives, such as the study of the relative importance of UX dimensions for user satisfaction and usage intentions, and the impact of time on technological experience. In addition, the questionnaire developed, offers a new UX investigation tool that is valid for empirical studies with various types of technologies.