Authors:
Jessica Kollmorgen
1
;
2
;
Yaprak Turhan
1
;
María J. Escalona
2
and
Jörg Thomaschewski
1
Affiliations:
1
University of Applied Sciences Emden/Leer, Emden, Germany
;
2
University of Sevilla, Seville, Spain
Keyword(s):
User Experience, UX, Holistic UX Factors, Usage Frequency, Critical Incident Technique.
Abstract:
Measuring user experience (UX) is essential for strengthening user loyalty and product success. Usage frequency plays a central role, as it both can influence and be influenced by UX. Standard measurement methods like questionnaires can assess UX factors and calculate their impact on usage frequency. Alongside UX factors, socio-demographic data like gender are also collected in practice, as they can affect usage patterns depending on the product. However, the question remains whether additional holistic UX factors exist that are not yet captured in standard UX questionnaires. Understanding these could improve UX and raise long-term usage. To investigate the possibility of new factors, we applied the Critical Incident Technique (CIT), a method from psychology, to UX research. Using Netflix as an example, we employed CIT in a questionnaire to capture very positive/negative (“critical”) user experiences and conducted 12 interviews to assess the incidents’ influence on usage frequency. T
he study found that beyond the known UX factors, additional holistic factors such as Nostalgia and Anticipation were identified. These newly identified factors were also shown to impact usage frequency. Overall, CIT proves to be a promising method for capturing holistic UX factors, providing a foundation for future research into the context of use.
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