Analyzing users' narratives to understand experience with interactive products

TY - GEN

T1 - Analyzing users' narratives to understand experience with interactive products

AU - Tuch, Alexandre N.

AU - Trusell, Rune

AU - Hornbæk, Kasper

PY - 2013

Y1 - 2013

N2 - Recent research in user experience (UX) has studied narratives, users' account of their interaction with technology. It has emphasized specific constructs (e.g., affect, needs, hedonics) and their interrelation, but rarely analyzed the content of the narratives. We analyze the content and structure of 691 user-generated narratives on positive and negative experiences with technology. We use a multi-method approach consisting of manual (structural analysis of narratives) as well as of automated content analysis methods (psycholinguistic analysis and machine learning). These analyses show converging evidence that positive narratives predominantly concern social aspects such as family and friends. In addition, technology is positively experienced when it enables users to do things more efficiently or in a new way. In contrast, negative narratives often express anger and frustration due to technological failures. Our multi-method approach illustrates the potential of automated (as opposed to manual) content analysis methods for studying text-based experience reports.

AB - Recent research in user experience (UX) has studied narratives, users' account of their interaction with technology. It has emphasized specific constructs (e.g., affect, needs, hedonics) and their interrelation, but rarely analyzed the content of the narratives. We analyze the content and structure of 691 user-generated narratives on positive and negative experiences with technology. We use a multi-method approach consisting of manual (structural analysis of narratives) as well as of automated content analysis methods (psycholinguistic analysis and machine learning). These analyses show converging evidence that positive narratives predominantly concern social aspects such as family and friends. In addition, technology is positively experienced when it enables users to do things more efficiently or in a new way. In contrast, negative narratives often express anger and frustration due to technological failures. Our multi-method approach illustrates the potential of automated (as opposed to manual) content analysis methods for studying text-based experience reports.

U2 - 10.1145/2470654.2481285

DO - 10.1145/2470654.2481285

M3 - Article in proceedings

SN - 978-1-4503-1899-0

SP - 2079

EP - 2088

BT - Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI '13)

PB - Association for Computing Machinery

T2 - The ACM SIGCHI Conference on Human Factors in Computing Systems

Y2 - 27 April 2013 through 2 May 2013

ER -