extended-abstract

The fulfillment of user needs and the course of time in field investigation

Authors:

Jessica JungAuthors Info & Claims

CHI EA '10: CHI '10 Extended Abstracts on Human Factors in Computing Systems

Pages 4541 - 4552

https://doi.org/10.1145/1753846.1754192

Published: 10 April 2010 Publication History

Abstract

Business contexts represent a big challenge for software development, specifically in terms of finding a balance between business goals and users' goals. This context determines the utility of an application, but good user experience (UX) with business applications is only achieved if the software supports the fulfillment of users' goals and needs. This article presents the efforts realized in a call-center of a German telephone company aimed at enhancing UX and hence creating a positive influence on the emotional state of the users/employees. It describes a method applied for the elicitation of user needs as well as ideas for improving UX. Beyond that, the results indicate that software properties can influence the emotional state of the user if they support the fulfillment of human needs and thus positively affect the achievement of business goals.

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Cited By

Simsek Caglar PRoto VVainio T(2022)User Experience Research in the Work Context: Maps, Gaps and AgendaProceedings of the ACM on Human-Computer Interaction10.1145/35129796:CSCW1(1-28)Online publication date: 7-Apr-2022
https://dl.acm.org/doi/10.1145/3512979
Salminen JJung SJansen B(2021)Manual and Automatic Methods for User Needs Detection in Requirements Engineering: Key Concepts and Challenges2021 International Conference on Electrical, Computer, Communications and Mechatronics Engineering (ICECCME)10.1109/ICECCME52200.2021.9591046(1-7)Online publication date: 7-Oct-2021
https://doi.org/10.1109/ICECCME52200.2021.9591046
Schulze KKrömker H(2016)Customer Experience und User Experience interaktiver Produkte — ein Metamodell für die ProduktentwicklungZeitschrift für Arbeitswissenschaft10.1007/BF0337391067:2(105-111)Online publication date: 22-Sep-2016
https://doi.org/10.1007/BF03373910
Show More Cited By

Index Terms

The fulfillment of user needs and the course of time in field investigation
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
    2. HCI theory, concepts and models
  2. Interaction design
    1. Interaction design theory, concepts and paradigms

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Information

Published In

cover image ACM Conferences

CHI EA '10: CHI '10 Extended Abstracts on Human Factors in Computing Systems

April 2010

2219 pages

ISBN:9781605589305

DOI:10.1145/1753846

General Chairs:
Elizabeth Mynatt
Georgia Institute of Technology
,
Don Schoner
Georgia Institute of Technology
,
Program Chairs:
Geraldine Fitzpatrick
Vienna University of Technology
,
Scott Hudson
Carnegie Mellon University
,
Keith Edwards
Georgia Tech
,
Tom Rodden
University of Nottingham

Copyright © 2010 Copyright is held by the author/owner(s).

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 10 April 2010

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Extended-abstract

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CHI '10

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SIGCHI

CHI '10: CHI Conference on Human Factors in Computing Systems

April 10 - 15, 2010

Georgia, Atlanta, USA

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CHI EA '10 Paper Acceptance Rate 350 of 1,346 submissions, 26%;

Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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Citations

Cited By

Simsek Caglar PRoto VVainio T(2022)User Experience Research in the Work Context: Maps, Gaps and AgendaProceedings of the ACM on Human-Computer Interaction10.1145/35129796:CSCW1(1-28)Online publication date: 7-Apr-2022
https://dl.acm.org/doi/10.1145/3512979
Salminen JJung SJansen B(2021)Manual and Automatic Methods for User Needs Detection in Requirements Engineering: Key Concepts and Challenges2021 International Conference on Electrical, Computer, Communications and Mechatronics Engineering (ICECCME)10.1109/ICECCME52200.2021.9591046(1-7)Online publication date: 7-Oct-2021
https://doi.org/10.1109/ICECCME52200.2021.9591046
Schulze KKrömker H(2016)Customer Experience und User Experience interaktiver Produkte — ein Metamodell für die ProduktentwicklungZeitschrift für Arbeitswissenschaft10.1007/BF0337391067:2(105-111)Online publication date: 22-Sep-2016
https://doi.org/10.1007/BF03373910
Hess SCollarana DDörr J(2014)Requirements Engineering und Konzeption von "Gamified" AppsSoftwaretechnik-Trends10.1007/s40568-014-0010-334:1(19-20)Online publication date: 4-Nov-2014
https://doi.org/10.1007/s40568-014-0010-3
Hess SJung JKonstan JChi EHöök K(2012)Does the ipad add value to business environments?CHI '12 Extended Abstracts on Human Factors in Computing Systems10.1145/2212776.2212813(335-350)Online publication date: 5-May-2012
https://dl.acm.org/doi/10.1145/2212776.2212813
Nass CAdam SDoerr JTrapp M(2012)Balancing User and Business Goals in Software Development to Generate Positive User ExperienceHuman-Computer Interaction: The Agency Perspective10.1007/978-3-642-25691-2_2(29-53)Online publication date: 19-Jan-2012
https://doi.org/10.1007/978-3-642-25691-2_2
Klöckner KKohler KKerkow DNiebuhr SNass CSukaviriya NVanderdonckt JHarrison M(2010)Aligning business goals and user goals by engineering hedonic qualityProceedings of the 2nd ACM SIGCHI symposium on Engineering interactive computing systems10.1145/1822018.1822056(241-250)Online publication date: 19-Jun-2010
https://dl.acm.org/doi/10.1145/1822018.1822056

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