User Experience Design by Marc Hassenzahl an der Universität Siegen

• Definition of Usability: The extent to which a system, product or service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use
• Effectiveness & efficiency
  • Focused on task
  • Objective
  • Effectiveness: accuracy and completeness with which users achieve specified goals
  • Efficiency: resources used in relation to the results achieved
• Satisfaction
  • Subjective
  • Extent to which the user's physical, cognitive and emotional responses that result from the use of a system, product or service meet the user’s needs and expectations

• Cognitive: efficiency, effectiveness, usability, avoiding problems.
• Emotional: Aesthetics and hedonics.
• Motivational: Persuasion, attitude and behavior change.
• Experiential: Wellbeing, enjoyment and meaning.

• Efficiency, effectiveness, usability, avoiding problems.
• Too much focus on this = not beautiful interface

• Aesthetics and hedonics
• Computers as lifestyle objects
• e.g. Apple
• Bloch, 1995: The product appearance has the power to repel or attract a customer.
• Raymond Loewey: „Between two products equal in price, function and quality, the better looking will outsell“
• Source of information for the user, inferring other qualities
• Source of everyday quality in life
• A route to sustainability: e.g. material product: you want to preserve it

• Feeling related to other people is a crucial human need.
• e.g. Elderly people often miss the presence of others
• But the telephone is not the best solution.
• The telephone imposes a form of usage primarily constrained by technology, not by emotions and psychological needs. Design and Ergonomics focus on form and usability. The conceptual approach is only rarely questioned .
• An alternative: Always on, focus on joint action as a means to feel close. Joint: creating of, rather than, talking about, experiences.

Rooted in a culture of objectivity

e.g. Usability, Time-on-task

• Usability
  Product efficiency, effectiveness, satisfaction, focuses on the product
• User Experience
  Interaction, how user feels, focuses on how products fit in user's life

• You can enjoy using a system with plenty of usability problems as long as you know how to solve them
• It's not easy to predict how problems are experienced based on objective attributes

• Although subjective-objective distinction is obvious, subjective-objective relationship is not easy to guess
• For example:
  • Stress due to usability problems
  • Stress model: objective situation leads to coping (how users work on it) leads to subjective feelings

• Interaction design focuses on the subjectives
• Big on phenomenology, lived experience, humanistic
• New change: from usability labs into the 'wild'
• in situ user studies, sampling experiences, ethnographic studies in people's homes & streets
• Design in context: single case studies, autobiographic design

• Psychology is not focusing about positive things so far
• Since WWII, psychology became a science largely about healing --> neglects fulfilled individual & thriving community
• Absence of the negative things ≠ Positive

• UX = creating possibilities instead of avoiding problems
• Possibility-Driven Design
  • Prosthetic legs use less energy than natural legs
  • Tamagotchi adding new possibility to create relatedness, but not solving loneliness