skip to main content
10.1145/1518701.1518813acmconferencesArticle/Chapter ViewAbstractPublication PageschiConference Proceedingsconference-collections
research-article

Understanding, scoping and defining user experience: a survey approach

Published: 04 April 2009 Publication History

Abstract

Despite the growing interest in user experience (UX), it has been hard to gain a common agreement on the nature and scope of UX. In this paper, we report a survey that gathered the views on UX of 275 researchers and practitioners from academia and industry. Most respondents agree that UX is dynamic, context-dependent, and subjective. With respect to the more controversial issues, the authors propose to delineate UX as something individual (instead of social) that emerges from interacting with a product, system, service or an object. The draft ISO definition on UX seems to be in line with the survey findings, although the issues of experiencing anticipated use and the object of UX will require further explication. The outcome of this survey lays ground for understanding, scoping, and defining the concept of user experience.

Supplementary Material

JPG File (1518813.jpg)
index.html (index.html)
Slides from the presentation
Audio only (1518813.mp3)
Video (1518813.mp4)

References

[1]
Battarbee, K. (2003). Defining co-experience. Proceedings of the 2003 international Conference on Designing Pleasurable Products and Interfaces (PPPI'03) (pp. 109--113), Pittsburgh, PA, USA, June 23 - 26, 2003. New York: ACM.
[2]
Cockton, G. (2008). Putting Value into Evaluation. In E. L-C. Law, E. T. Hvannberg,&C. Gilbert (Eds.), Maturing usability: Quality in software, interaction and value (pp. 287--317). London: Springer.
[3]
Desmet. P. M. A.&Hekkert. P. (2007). Framework of product experience. International Journal of Design. 1(1), 57--66.
[4]
Forlizzi. J.,&Ford. S. (2000). The building blocks of experience: An early framework for interaction designers. Proceedings of Designing Interactive Systems (DIS 2000), New York City, USA.
[5]
Hassenzahl, M. (2003). The thing and I: understanding the relationship between user and product. In M. Blythe, C. Overbeeke, A. F. Monk,&P. C. Wright (Eds.), Funology: From Usability to Enjoyment (pp. 31--42). Dordrecht: Kluwer.
[6]
Hassenzahl, M.&Sandweg, N. (2004). From mental effort to perceived usability: Transforming experiences into summary assessments. Proceedings of ACM CHI 2004, Extended Abstracts (pp. 1283--1286), 24-29 April 2004, Vienna, Austria.
[7]
Hassenzahl, M.,&Tractinsky, N. (2006). User Experience - a research agenda {Editorial}. Behavior&Information Technology, 25(2), 91--97.
[8]
http://www.nngroup.com/about/userexperience.html (last verified 5 September 2008)
[9]
http://www.uxnet.org/ (last verified 5 September 2008)
[10]
ISO DIS 9241-210:2008. Ergonomics of human system interaction - Part 210: Human-centred design for interactive systems (formerly known as 13407). International Organization for Standardization (ISO). Switzerland.
[11]
ISO13407:1999. Human-centred design processes for interactive systems. International Organization for Standardization. Switzerland.
[12]
Jordan, P.W. (2002). Designing pleasurable products. CRC Press.
[13]
Law, E. L-C., Hvannberg, E.T.,&Hassenzahl, M. (2006). Proceedings of the workshop on Towards a Unified View of UX, 14 October 2006, in conjunction with NordiCHI'06, Oslo, Norway. Online at: http://www.cost294.org/
[14]
Law, E. L-C., Vermeeren, A., Hassenzahl, M.,&Blythe, M. (Eds.) (2007). Proceedings of the workshop on Towards a UX Manifesto, in conjunction with HCI Conference, Lancaster, UK, 3rd Sept. 2007. Online at: http://www.cost294.org
[15]
Law, E. L-C., Roto, V., Vermeeren, A.P.O.S., Kort, J. and Hassenzahl, M. (2008). SIG on Towards a shared definition of user experience. Proceedings of ACM CHI 2008, (pp. 2395--2398), Florence, Italy.
[16]
Law, E. L-C., Bevan, N., Christos, G., Springett, M.,&Larusdottir, M. (Eds.) (2008). Proceedings of COST294-MAUSE workshop on Meaningful Measures: Valid Useful User Experience Measurements (VUUM), 18th June 2008, Reykjavik, Iceland. (ISBN: 978-2-917490-02-0)
[17]
McCarthy, J.,&Wright, P.C. (2004). Technology as experience. MIT Press.
[18]
Schön, D. (1983). The Reflective Practice. Basic Books, New York.
[19]
Sward, D. (2006). Gaining a competitive advantage through user experience design. Online at: http://www.intel.com/it/pdf/comp-adv-user-exp.pdf
[20]
Sward D.,&MacArthur, G. (2007). Making user experience a business strategy. In E. Law et al. (eds.), Proceedings of the Workshop on Towards a UX Manifesto, 3 Sept. 2007, Lancaster, UK (pp 35--40). Online at: http://www.cost294.org
[21]
Tractinsky, N., Katz, A.S.,&Ikar, D. (2000). What is beautiful is usable. Interacting with Computers, 13, 127--145.
[22]
Väänänen-Vainio-Mattila, K., Roto, V.,&Hassenzahl, M. (2008). Towards practical user experience evaluation methods. Proceedings of the COST294-MAUSE Workshop on Meaningful Measures: Valid Useful User Experience Measurement (VUUM), 18th June, 2008, Reykjavik, Iceland.
[23]
Wright, P.C.,&Blythe, M. (2007). User experience research as an inter-discipline: Towards a UX Manifesto. In E. Law, A. Vermeeren, M. Hassenzahl,&M. Blythe (Eds.), Proceedings of the Workshop on Towards a UX Manifesto (pp. 65--70), in conjunction with HCI Conference 2007, 3rd Sept. Lancaster, UK.

Cited By

View all
  • (2025)Unveiling the Use of Networked Ontologies to Develop a Supporting Tool for UX Evaluation in an Immersive ContextJournal of the Brazilian Computer Society10.5753/jbcs.2025.435131:1(68-98)Online publication date: 17-Feb-2025
  • (2025)AI-driven self-service for enhanced customer experience outcomes in the banking sectorCogent Business & Management10.1080/23311975.2025.245029512:1Online publication date: 21-Jan-2025
  • (2025)How Does Generation Z Imagine the Future of “Laundry Care” Experiences? A Scenario-Based Exploration of User ExpectationsInternational Journal of Human–Computer Interaction10.1080/10447318.2024.2443526(1-21)Online publication date: 27-Jan-2025
  • Show More Cited By

Index Terms

  1. Understanding, scoping and defining user experience: a survey approach

      Recommendations

      Comments

      Information & Contributors

      Information

      Published In

      cover image ACM Conferences
      CHI '09: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
      April 2009
      2426 pages
      ISBN:9781605582467
      DOI:10.1145/1518701
      Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

      Sponsors

      Publisher

      Association for Computing Machinery

      New York, NY, United States

      Publication History

      Published: 04 April 2009

      Permissions

      Request permissions for this article.

      Check for updates

      Author Tags

      1. definition
      2. iso
      3. survey
      4. usability
      5. user experience

      Qualifiers

      • Research-article

      Conference

      CHI '09
      Sponsor:

      Acceptance Rates

      CHI '09 Paper Acceptance Rate 277 of 1,130 submissions, 25%;
      Overall Acceptance Rate 6,199 of 26,314 submissions, 24%

      Upcoming Conference

      CHI 2025
      ACM CHI Conference on Human Factors in Computing Systems
      April 26 - May 1, 2025
      Yokohama , Japan

      Contributors

      Other Metrics

      Bibliometrics & Citations

      Bibliometrics

      Article Metrics

      • Downloads (Last 12 months)1,464
      • Downloads (Last 6 weeks)105
      Reflects downloads up to 23 Feb 2025

      Other Metrics

      Citations

      Cited By

      View all
      • (2025)Unveiling the Use of Networked Ontologies to Develop a Supporting Tool for UX Evaluation in an Immersive ContextJournal of the Brazilian Computer Society10.5753/jbcs.2025.435131:1(68-98)Online publication date: 17-Feb-2025
      • (2025)AI-driven self-service for enhanced customer experience outcomes in the banking sectorCogent Business & Management10.1080/23311975.2025.245029512:1Online publication date: 21-Jan-2025
      • (2025)How Does Generation Z Imagine the Future of “Laundry Care” Experiences? A Scenario-Based Exploration of User ExpectationsInternational Journal of Human–Computer Interaction10.1080/10447318.2024.2443526(1-21)Online publication date: 27-Jan-2025
      • (2025)Analysis of user experience in low-resource languages: A case study of the Uzbek language Google Play reviewsInformation Processing & Management10.1016/j.ipm.2024.10401562:3(104015)Online publication date: May-2025
      • (2025)Effective engagement in computerized cognitive training for older adultsAgeing Research Reviews10.1016/j.arr.2024.102650104(102650)Online publication date: Feb-2025
      • (2025)Participatory Approaches to Ethical Design with Indigenous Cultural Heritage in the Digital AgeDigital Indigenous Cultural Heritage10.1007/978-3-031-76941-2_9(169-184)Online publication date: 26-Jan-2025
      • (2024)Gesture-Based Interactions: Integrating Accelerometer and Gyroscope Sensors in the Use of Mobile AppsSensors10.3390/s2403100424:3(1004)Online publication date: 4-Feb-2024
      • (2024)Museums for Older Adults and Mobility-Impaired People: Applying Inclusive Design Principles and Digital Storytelling Guidelines—A ReviewHeritage10.3390/heritage70400907:4(1893-1916)Online publication date: 24-Mar-2024
      • (2024)Applying Large Language Model to User Experience TestingElectronics10.3390/electronics1323463313:23(4633)Online publication date: 24-Nov-2024
      • (2024)Construction and Ranking of Usability Indicators for Medical Websites Based on Website User ExperienceApplied Sciences10.3390/app1413546514:13(5465)Online publication date: 24-Jun-2024
      • Show More Cited By

      View Options

      Login options

      View options

      PDF

      View or Download as a PDF file.

      PDF

      eReader

      View online with eReader.

      eReader

      Figures

      Tables

      Media

      Share

      Share

      Share this Publication link

      Share on social media