Long-term User Experience

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Evangelos Karapanos

Tampere, 1st June 2011

 Nuno  Nunes Vassilis  Kostakos Monchu  Chen

Laura Rodríguez Gonçalo  Gouveia Néstor  Catano

• 20  faculty Pedro  Campos Paulo  Sampaio Eduardo  Fermé

– 14  countries,  8  languages

• Areas: Larry  ConstanHne Jos  van  Leeuwen Barbara  Pizzileo

– 11  CS,  2  physics/electronics,  
2  psychology,  2  architecture,  
2  design,  2  art,  2  other
Ian  Oakley Luis  Gomes Ron  Salden

Leonel  Nóbrega ValenHna  Nisi Evangelos  Karapanos

David  Aveiro Luis  Gomes Yoram  Chisik

MSc HCI & Entertainment Technology
Industry Involvement
Long-term User Experience

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Evangelos Karapanos

Tampere, 1st June 2011

 Soft Reliability

48% of returned products are not attributed to a

violation of product specifications
Are we facing a new reality?
 problems rooted early
in (concept) design phase
failure to truly incorporate it in one’s life
Why to study long-term use?
 learnability
versus
long-term usability
Mendoza, V., & Novick, D. G. (2005). Usability over time. Proceedings of the 23rd annual international conference on Design of
communication: documenting & designing for pervasive information, 151-158.
Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
 novelty
&
typicality
 Not only a perceptual phenomenon
“when done without regard to how cultures adopt technology
over time, then today's reluctant reactions by users will
forestall tomorrow's eager acceptance.”

Saul Greenberg and Bill Buxton. 2008. Usability evaluation considered harmful (some of the time). In Proceeding of the twenty-sixth
annual SIGCHI conference on Human factors in computing systems (CHI '08). ACM, New York, NY, USA, 111-120.
 User  experience  over  Hme
An  exploratory  study

How  do  users  form  overall  evalua/ve  judgments  

about  interac/ve  products?

Hassenzahl,  2004

Karapanos, E., Hassenzahl, M., & Martens, J.-B. (2008). User experience over time. CHI ’08 extended abstracts on Human factors in
computing systems (pp. 3561-3566). Florence, Italy: ACM.
 User  experience  over  Hme
An  exploratory  study

Items  close  together  are  highly  correlated.  Lines  represent  clusters.

Karapanos, E., Hassenzahl, M., & Martens, J.-B. (2008). User experience over time. CHI ’08 extended abstracts on Human factors in
computing systems (pp. 3561-3566). Florence, Italy: ACM.
Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
appropriation
 What makes for positive experiences in the long run?
Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
 Now  think  of  the  three  experiences  that  were  for  you  personally  most  
sa.sfying  or  unsa.sfying  experiences  of  today.  Please,  use  your  
own  feeling  or  a  defini.on  of  what  “sa.sfying”  and  
“unsa.sfying  experience”  means.  Take  a  couple  of  minutes  to  be  
sure  to  come  up  with  three  most  crucial  experiences;  you  may  also  want  to  write  
them  down  for  yourself.  We  want  you  to  be  open  as  to  which  experiences  to  
report.

Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
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Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
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Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
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Karapanos, E., Zimmerman, J., Forlizzi, J., & Martens, J. (2009). User experience over time: an initial framework. In CHI '09:
Proceedings of the 27th international conference on Human factors in computing systems (pp. 729-738). New York, NY, USA: ACM.
 Trends in computing

• From usability to experience

• From use to behavior change
• From use to participation
from usability to experience
from use to persuasion
 from use to participation
Zimmmerman et al. (2011) Field trial of Tiramisu: crowd-sourcing bus arrival times to spur co-design. In Proceedings of CHI’11.
Why to study long-term use?
• learning versus long-term usability

• novelty & typicality

• appropriation

• Trends in computing

• From usability to experience

• From use to behavior change

• From use to participation

Cross-­‐sec8onal Repeated  sampling

“Longitudinal”  paradigms  in  HCI

Longitudinal Retrospec8ve
 Thank  you
Evangelos  Karapanos
ekarapanos.com

Relevant  publica8ons
• Karapanos,  E.,  Zimmerman,  J.,  Forlizzi,  J.,  &  Martens,  J.  (2009).  User  experience  over  
8me:  an  ini8al  framework.  In  CHI  '09:  Proceedings  of  the  27th  interna/onal  conference  
on  Human  factors  in  compu/ng  systems  (pp.  729-­‐738).  New  York,  NY,  USA:  ACM.