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2020 | OriginalPaper | Chapter

User Experience Interaction in Cross-Channel Systems: Comparing Heuristic Evaluations

Authors : Adriano B. Renzi, Olnei Almeida, Marcos Cesar

Published in: Advances in Human Factors and Systems Interaction

Publisher: Springer International Publishing

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Abstract

Differently to usability metrics, which tends to focus on specific tasks with specific digital apparatuses and contexts, the pervasive experience permeates different digital devices to build an experience journey with many interaction touchpoints. Each interactive device play a part, sometimes complementary, to help users fulfill their needs or just generate an experience. As user experience develops to pervasive cross-channel interaction, it becomes difficult to relate ecology systems UX problems to formal usability heuristics. A set of UX heuristics was proposed in 2016 and first tested in 2018 with the multi-channel Airbnb system through pervasive testing on 3 different devices: desktop, tablet and smartphone. This paper presents a comparison analysis of heuristic evaluations, using Nielsen’s desktop/tablet heuristics, Inostroza’s smartphone heuristics and Renzi’s UX cross-channel heuristics.

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Metadata
Title
User Experience Interaction in Cross-Channel Systems: Comparing Heuristic Evaluations
Authors
Adriano B. Renzi
Olnei Almeida
Marcos Cesar
Copyright Year
2020
Book
Advances in Human Factors and Systems Interaction

Print ISBN: 978-3-030-20039-8

Electronic ISBN: 978-3-030-20040-4

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-20040-4_49

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