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Industry 4.0 has ushered in a new era of process automation, thus redefining the role of people and altering existing workplaces into unknown formats. The number of robots in the manufacturing industry has been steadily increasing for several decades and in recent years the number and variety of industries using robots have also increased. For robots to become allies in the day-to-day lives of operators, they need to provide positive and fit-for-purpose experiences through smooth and satisfying interactions. In this sense, user experience (UX) serves as the greatest link between persons and robots. Essential to the study of UX is its evaluation. Therefore, the aim of this study is to identify methodologies that evaluate the human–robot interaction (HRI) from a human-centred approach. A systematic literature review has been carried out, in which 24 articles have been identified. Among these, are 15 experimental studies, in addition to theoretical frameworks and tools. The review has provided insight into how evaluations are conducted in HRI. The results show the most evaluated factors and how they are measured considering different types of measurements: qualitative and quantitative, objective and subjective. Research gaps and future directions are correspondingly identified.

PurposeThe purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.Design/methodology/approachData were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).FindingsThe findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.Originality/valueThe authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

The growing attention towards immersive technologies such as augmented reality (AR), virtual reality (VR), mixed reality (MR), extended reality (XR), and the metaverse are revolutionizing cultural heritage education and tourism. Such technologies offer immersive and interactive experiences that transform the user’s exploration of museums, cultural heritage sites, educational content, and historical landmarks. This article presents a structured framework that addresses the advancement and application of these technologies in cultural heritage education to improve user experience, learning, emotional connection, and motivation. To further explore recent trends, issues, and opportunities, the article offers a comprehensive overview of the impact of state-of-the-art immersive technology on user experience within heritage education environments . The study also outlined standard questionnaires and effective methodologies for user experience evaluations. Furthermore, the article addresses the influence of standards and guidelines recommended by standardized bodies and organizations on XR and metaverse applications. It discussed how these standards and recommendations can play a role in setting protocols that shape the development of immersive heritage education environments. Finally, we introduce an architecture model for XR and metaverse applications that can assess developers, researchers, and stakeholders to enable immersive and interactive educational experiences, bridging geographical and physical barriers. This research is intended to help academic and industry stakeholders understand the integration of digital heritage preservation tools and user experience standards critical to advancing educational engagement in cultural heritage.

This study investigates the effects of the description of design concepts and the ease of anticipating how to use products on users’ subjective evaluation before use. The findings of this study contribute to considerations of a method of value transmission to be used to enhance the anticipated UX. Usefulness, usableness, desirableness, and willingness to use were compared among four conditions with different levels of value evaluation structure (product attributes, functional benefits, emotional benefits, essential value). The results reveal that the participants experienced a greater expectation of product attributes when they more easily imagined using them. On the other hand, participants felt a high expectation of emotional benefit when they found it difficult to anticipate how to use a product.

Mobile apps are fundamental tools in today's society for practical and social endeavors. However, these technologies are often not usable for older users. Given the increased use of mobile apps by this group of users and the impact that certain services may have on their quality of life, such as mobile health, personal finance, or online administrative procedures, a clear set of guidelines for mobile app designers is needed. Existing recommendations for older adults focus on investigations with certain groups of older adults or have not been extracted from experimental results. In this research work, we systematically reviewed the scientific literature that provided recommendations for the design of mobile apps based on usability testing with older adults and organized such recommendations into a meaningful set of design guidelines. We conducted a systematic literature review of journal and conference articles from 2010 to 2021. We included articles that carried out usability tests with populations aged >60 years and presented transferable guidelines on mobile software design, resulting in a final set of 40 articles. We then carried out a thematic analysis with 3 rounds of analysis to provide meaning to an otherwise diverse set of recommendations. At this stage, we discarded recommendations that were made by just 1 article, were based on a specific mobile app and were therefore nontransferrable, were based on other authors' literature (as opposed to recommendations based on the results of usability tests), or were not sufficiently argued. With the remaining recommendations, we identified commonalities, wrote a faithful statement for each guideline, used a common language for the entire set, and organized the guidelines into categories, thereby giving shape to an otherwise diverse set of recommendations. Among the 27 resulting guidelines, the rules Simplify and Increase the size and distance between interactive controls were transversal and of the greatest significance. The rest of the guidelines were divided into 5 categories (Help & Training, Navigation, Visual Design, Cognitive Load, and Interaction) and consequent subcategories in Visual Design (Layout, Icons, and Appearance) and Interaction (Input and Output). The recommendations were structured, explained in detail, and illustrated with applied examples extracted from the selected studies, where appropriate. We discussed the design implications of applying these guidelines, contextualized with relevant studies. We also discussed the limitations of the approach followed, stressing the need for further experimentation to gain a better understanding of how older adults use mobile apps and how to better design such apps with these users in mind. The compiled guidelines support the design of mobile apps that cater to the needs of older adults because they are based on the results of actual usability tests with users aged >60 years.

The success of a software application is related to users’ willingness to keep using it. In this sense, evaluating User eXperience (UX) became an important part of the software development process. Researchers have been carrying out studies by employing various methods to evaluate the UX of software products. Some studies reported varied and even contradictory results when applying different UX evaluation methods, making it difficult for practitioners to identify which results to rely upon. However, these works did not evaluate the developers’ perspectives and their impacts on the decision process. Moreover, such studies focused on one-shot evaluations, which cannot assess whether the methods provide the same big picture of the experience (i.e., deteriorating, improving, or stable). This paper presents a longitudinal study in which 68 students evaluated the UX of an online judge system by employing AttrakDiff, UEQ, and Sentence Completion methods at three moments along a semester. This study reveals contrasting results between the methods, which affected developers’ decisions and interpretations. With this work, we intend to draw the HCI community’s attention to the contrast between different UX evaluation methods and the impact of their outcomes in the software development process.

This paper describes the user experience (UX) design for a smart-mirror-based personalized training system which aims to help people live a healthy life. A number of researchers and companies have developed fitness systems that use a virtual coach which shows the user with actions they should perform. However such systems can be difficult to accurately follow the virtual guide’s motions and there are also limitations in the feedback provided to inform users of their correct body posture. This is because most systems are designed for users to simply watch and follow a character’s motions (poses) from a third person perspective. In our smart mirror-based system, users are able to follow the exercise-postures of a virtual professional trainer shown in a first person viewpoint and receive coaching through a real-time motion correction. This is based on a predefined database of the trainer’s postures gained from motion-capture technology, and it is personalized to the user’s body 3D model acquired through an instant one-time scanning process. In this paper, we report on the UX design of our system, mainly focusing on understandable visualization, intuitive interaction, attractive information representation and easily acceptable user scenarios. Through a series of user studies, we analyze and discuss user friendliness, information comprehension, and user satisfaction as they relate to our design. In addition, we also assess the similarity and effectiveness of the proposed system compared to traditional personalized training (PT) at a gym. Based on the implications, we discuss future research directions for improving the user experience of the smart-mirror-based PT system.

Purpose Designing effective business analytics (BA) platforms that visualise data, provide deep insights and support data-driven decision-making is a challenging task. Understanding the elements shaping BA platform design is crucial for success. The purpose of this study is to explore the impact of visualisation on usability (UI) and user experience (UX) while emphasising the importance of insights understanding in BA platform design.Design/methodology/approach This paper presents a case study following a startup’s journey as it undergoes two redesign phases for its BA platform. A combination of quantitative and qualitative methods is used to assess UX/UI and insights understanding of the platform. Indicatively this included semi-structured interviews, observations, think-aloud techniques and surveys to monitor runtime per task, number of errors, users’ emotions and users’ understanding.Findings Our findings suggest that modifications in aesthetics and information visualisation positively influence overall usability, UX, and understanding of platform insights – a critical aspect for the success of the startup.Research limitations/implications Our goal is not to make a methodological contribution, but to illustrate how companies, constrained by time and pressure, navigate platform changes without meticulous design and provide learnings on important elements while designing BA platforms.Practical implications This paper concludes with suggested methods for assessing BA platforms and recommends practical practices to follow. These practices include recommendations on important elements for BA platform users, such as navigation and interactivity, user control and personalisation, visual consistency and effective visualisation.Originality/value This study contributes to practice as it presents a real-life case and offers valuable insights for practitioners.

In the new industrial contexts, the workers’ well-being is the central pillar. Therefore, research on methods and technics to improve the workers’ user experience in a human–robot collaborative environment is necessary. While the effects of kinematic variables, such as speed and acceleration, on human safety have been extensively studied, their impact on human perception has not been fully explored. This study investigates the effects of the robot’s speed and acceleration on humans. An experimental research approach was used, where 20 participants (10 women and 10 men) performed an assembly task collaborating with a robot. An experiment was defined with two procedures, and the participants were evenly distributed: in the first experiment, the participants started by performing the task at a slow robot speed and then performed the same task at a faster speed. In the second experiment, the other half followed the opposite procedure. Key Performance Indicators (KPIs), physiological values (via EEG and EDA), and perceptual values (using the standardised UEQ-S questionnaire) were collected. The results showed that the robot’s speed and acceleration impact the task’s completion time and participants’ emotional responses. Our results lead to a new concept, “HRI speed bell”, which indicates that it is necessary to investigate the optimal speed and acceleration to ensure good trust and perceived safety. Furthermore, the task sequence also influences participants’ expectations and performance. Finally, the results are examined according to gender perspective.

The performance of game AI can significantly impact the purchase decisions of users. User experience (UX) technology can evaluate user satisfaction with game AI by analyzing user interaction input through a user interface (UI). Although traditional UX-based game agent systems use a UX evaluation to identify the common interaction trends of multiple users, there is a limit to evaluating UX data, i.e., creating a UX evaluation and identifying the interaction trend for each individual user. The loss of UX data features for each user should be minimized and reflected to provide a personalized game agent system for each user. This paper proposes a UX framework for game agent systems in which a UX data reduction method is applied to improve the interaction for each user. The proposed UX framework maintains non-trend data features in the UX dataset where overfitting occurs to provide a personalized game agent system for each user, achieved by minimizing the loss of UX data features for each user. The proposed UX framework is applied to a game called “Freestyle” to verify its performance. By using the proposed UX framework, the imbalanced UX dataset of the Freestyle game minimizes overfitting and becomes a UX dataset that reflects the interaction trend of each user. The UX dataset generated from the proposed UX framework is used to provide customized game agents of each user to enhanced interaction. Furthermore, the proposed UX framework is expected to contribute to the research on UX-based personalized services.