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'Broken Expectations' from a global business perspective

Published: 04 April 2009 Publication History

Abstract

Especially in the past few years, there has been an increase in the rejection rate of interactive consumer electronics products in the field, not due to broken hardware or software, but due to 'broken expectations' of users. However, operational methods to capture triggering contextual reasons are not functional in the industry. In addressing this gap, we propose systematic analysis of qualitative user feedback data resources from the field by utilizing our Disconfirmed Expectations Ontology (DEO). DEO provides for an efficient means to elicit relevant -but currently unrecognizable- feedback from the field to communicate that to the respective units in a product development process. We further demonstrate the utilization of DEO on a rich qualitative data set regarding the Apple iPhone".

References

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Bly, S., Schilit, B., McDonald, D.W., Rosario, B., and Saint-Hilarie, Y. Broken Expectations in the Digital Home. Ext. Abstracts CHI 2006, (2006), 568--573.
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Bouwmeester, K. den and Bosma, E. Phases of Use: A means to Identify Factors that Influence Product Utilization. Ext. Abstracts CHI 2006, (2006), 117--122.
[3]
Karapanos, E., Hassenzahl, M., and Martens, J.-B. User Experience over Time. CHI '08 extended abstracts on Human factors in computing systems, ACM Press (2008), 3561--3566.
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Koca, A., Schouwenaar, A.J.M. and Brombacher, A.C. Field-Feedback in Innovative Product Development: A Comparison of Two Industrial Approaches. Proc. IPDM 2007, (2007), 657--668.
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Koca, A., and Brombacher, A.C. Extracting "Broken Expectations" from Call Center Records: Why and How. CHI '08 extended abstracts on Human factors in computing systems, (2008), 2985--2990.
[6]
Koca, A., Funk, M., Karapanos, E., Rozinat, A., and Gaarden, N.v.d. Grasping Product Pragmatics: A Case with Internet on TV. Proc. UXTV 2008, ACM Press (2008), 193--202.
[7]
Ouden, E. d., Lu, Y., Sonnemans, P.J.M., and Brombacher, A.C. Quality and Reliability Problems from a Consumer's Perspective: An Increasing Problem Overlooked by Businesses? Quality and Reliability Engineering International 22, 7 (2006), 821--838.
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Overton, D. "No Fault Found" Returns Cost the Mobile Industry $4.5 Billion per Year. WDS Global Media Bulletin, July 2006.

Cited By

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  • (2022)Perspectives on the Acceptance and Social Implications of Smart Glasses: A Qualitative Focus Group Study in HealthcareInternational Journal of Human–Computer Interaction10.1080/10447318.2022.211104640:2(149-159)Online publication date: 26-Aug-2022
  • (2019)A theoretical framework to study long-term use of smart eyewearAdjunct Proceedings of the 2019 ACM International Joint Conference on Pervasive and Ubiquitous Computing and Proceedings of the 2019 ACM International Symposium on Wearable Computers10.1145/3341162.3348382(667-670)Online publication date: 9-Sep-2019
  • (2018)Appropriation of wearable augmented realityProceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct10.1145/3236112.3236182(437-439)Online publication date: 3-Sep-2018
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    cover image ACM Conferences
    CHI EA '09: CHI '09 Extended Abstracts on Human Factors in Computing Systems
    April 2009
    2470 pages
    ISBN:9781605582474
    DOI:10.1145/1520340
    Permission to make digital or hard copies of part or all 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 third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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    Published: 04 April 2009

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    1. business value of usability
    2. soft reliability

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    CHI EA '09 Paper Acceptance Rate 385 of 1,130 submissions, 34%;
    Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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    View all
    • (2022)Perspectives on the Acceptance and Social Implications of Smart Glasses: A Qualitative Focus Group Study in HealthcareInternational Journal of Human–Computer Interaction10.1080/10447318.2022.211104640:2(149-159)Online publication date: 26-Aug-2022
    • (2019)A theoretical framework to study long-term use of smart eyewearAdjunct Proceedings of the 2019 ACM International Joint Conference on Pervasive and Ubiquitous Computing and Proceedings of the 2019 ACM International Symposium on Wearable Computers10.1145/3341162.3348382(667-670)Online publication date: 9-Sep-2019
    • (2018)Appropriation of wearable augmented realityProceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct10.1145/3236112.3236182(437-439)Online publication date: 3-Sep-2018
    • (2018)The Space of PossibilitiesProceedings of the 2018 CHI Conference on Human Factors in Computing Systems10.1145/3173574.3173880(1-13)Online publication date: 21-Apr-2018
    • (2016)Customization in long-term useProceedings of the 15th International Conference on Mobile and Ubiquitous Multimedia10.1145/3012709.3012744(5-10)Online publication date: 12-Dec-2016

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