Developing Elements of User Experience for Mobile Phones and Services: Survey, Interview, and Observation Approaches

• Published in: Human factors and ergonomics in manufacturing & service industries Vol. 23; no. 4; pp. 279 - 293
• Main Authors: Park, Jaehyun, Han, Sung H., Kim, Hyun K., Cho, Youngseok, Park, Wonkyu
• Format: Journal Article
• Language: English
• Published: Hoboken Wiley Subscription Services, Inc., A Wiley Company 01.07.2013; Wiley Subscription Services, Inc
• Subjects: Cellular telephones; In-depth interview; Indirect observation; Mobile phones and services; Product design; Studies; Survey; Telecommunications industry; User experience; Users; South Korea
• ISSN: 1090-8471; 1520-6564
• DOI: 10.1002/hfm.20316

The term user experience (UX) encompasses the concepts of usability and affective engineering. However, UX has not been defined clearly. In this study, a literature survey, user interview and indirect observation were conducted to develop definitions of UX and its elements. A literature survey investigated 127 articles that were considered to be helpful to define the concept of UX. An in‐depth interview targeted 14 hands‐on workers in the Korean mobile phone industry. An indirect observation captured daily experiences of eight end‐users with mobile phones. This study collected various views on UX from academia, industry, and end‐users using these three approaches. As a result, this article proposes definitions of UX and its elements: usability, affect, and user value. These results are expected to help design products or services with greater levels of UX. © 2011 Wiley Periodicals, Inc. This article was published online on 20 October 2011. An error was subsequently identified. This notice is included in the online and print versions to indicate that both have been corrected 13 June 2013.