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2014 | OriginalPaper | Buchkapitel

3. Quality of Experience Versus User Experience

verfasst von : Ina Wechsung, Katrien De Moor

Erschienen in: Quality of Experience

Verlag: Springer International Publishing

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Abstract

The current chapter discusses the concepts Quality of Experience and User Experience. As Quality of Experience is introduced in the previous chapter, this chapter starts with an introduction to the User Experience concept at the level of theory and practice. First its origins, definitions, and key attributes are discussed. This is followed by an overview of methods and approaches to evaluate User Experience in practice. Thereupon, we discuss both concepts in comparison. While a number of similarities are identified, these are exceeded by the number of differences, which are situated at the theoretical-conceptual level and the methodological-practical level. It is concluded that User Experience is the more mature concept, both at the level of theory and practice. Thus the literature within the User Experience domain can be of great value for the Quality of Experience-community, especially if the latter intends to really put the recently proposed more holistic definition of Quality of Experience into practice.

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Vorheriges Kapitel Quality and Quality of Experience
Nächstes Kapitel Factors Influencing Quality of Experience
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Fußnoten
1
The multidisciplinary field of HCI is around 30 years old and can be considered as ‘an amalgam’ of several fields, such as computer science, sociology, communication, human factors and ergonomics, engineering [17].
 
2
Not only from QoS and Usability, but also from other concepts such as Customer Experience and User Acceptance.
 
3
See also Chap. 6, in which the evolution from QoS to QoE is discussed in detail and in which a comparison of both concepts is made.
 
4
Note that in the years after the introduction of the QoE concept in the literature, similarly, a lot of research presented under the ‘QoE flag’, was actually much closer to traditional QoS research.
 
5
Note that Bevan referred to a draft version of the ISO 9241-210, which was already available in 2008.
 
6
Note that in [37], the positive nature of UX is not explicitly discussed, but rather the first three key characteristics mentioned above. However, it is implied to some extent through the emphasis on emotions and affect.
 
7
The valence of valuable experiences can be positive or negative (cf. Sect. 2.​1) hence valuable experiences can be linked to both, positive and/or negative emotions.
 
8
Note, that psychological needs do not match biological-physiological needs such as hunger or thirst. The most salient needs in the context of human-computer-interaction have been identified as the needs for stimulation, relatedness, competence, and popularity [41]. Examples of other psychological needs are e.g., autonomy and security.
 
9
Hassenzahl et al. [41] adopted the terminology of Herzberg’s Two Factor Theory of Job Satisfaction [45] to describe the different characters of pragmatic and hedonic qualities. In this theory, ‘hygiene factors’ and ‘motivators’ are distinguished: Hygiene factors (i.e., job context factors such as the environmental conditions) can in the best case just prevent dissatisfaction with the job, but cannot lead to satisfaction. However, their absence will results in dissatisfaction. The absence of motivators (job content factors, such as acknowledgment) on the other hand does not result in dissatisfaction, but their presence will facilitate satisfaction and motivation.
 
10
Including amongst others psychology, product design, social sciences, and anthropology.
 
11
On the UX community-driven platform http://​www.​allaboutux.​org, an interesting repository of UX evaluation methods (with a short description) can be found.
 
12
For instance, rooted in social sciences (sociology, anthropology, economics, etc.) and behavioral sciences (psychology, cognitive sciences, etc.).
 
13
See e.g., the work of Kilkki [71] and Reichl et al. [72].
 
14
For a thorough introduction to the literature on Customer Experience, see e.g. Palmer [73].
 
15
Obrist et al. [74] conducted a survey on the theoretical roots of UX, which indicated 56 different theoretical perspectives stemming from nine disciplines. These activities illustrate not only the inherent multi-disciplinarity of the research field, but also its ongoing efforts to get a deeper understanding of UX beyond the somewhat agreed key attributes explained before.
 
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Metadaten
Titel
Quality of Experience Versus User Experience
verfasst von
Ina Wechsung
Katrien De Moor
Copyright-Jahr
2014
Buch
Quality of Experience

Print ISBN: 978-3-319-02680-0

Electronic ISBN: 978-3-319-02681-7

Copyright-Jahr: 2014

DOI
https://doi.org/10.1007/978-3-319-02681-7_3

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