Negative Emotions, Positive Experience: What Are We Doing Wrong When Evaluating the UX?

摘要

Since its idealization more than 20 years ago, much research has been carried out on the User eXperience (UX) field, with several evaluation methods being proposed. However, studies have been pointing out conflicting results when evaluating the UX. Users frequently evaluate their UX as positive, even when experiencing many negative emotions when interacting with a product. Moreover, variables such as the peak-end effect and the memory-experience gap may also have been influencing the results, leading to misinterpretations about the product's quality. In this context, this paper presents our work-in-progress research on the following research question: "What are we doing wrong when evaluating the UX?". We discuss about different variables that may have been influencing users' perceptions about their experiences in previous studies and highlight research opportunities. With this work, we expect to shed light on and bring reflection to current practices on UX evaluations in order to progress the research in the UX field.