Conveying User Experience in Business-to-Business Environment

Tässä työssä käsittelen käyttäjäkokemuslähtöisen tuotesuunnittelun mahdollisuuksia vaikuttaa erottautumistekijöihin teollisissa yrityksissä, jotka toimivat B2B ympäristössä. Työn tavoitteena on tarkastella kokemuspohjaisen suunnittelun teoreettisia lähtökohtia, ottaen huomioon muotoilun, kognitiotieteiden ja kauppatieteiden alojen tutkimuspohja. B2B ympäristön tarkastelu on tämän työn yksi painopisteistä, koska siinä tuotteen omistus ja käyttö jakautuvat asiakkaiden ja käyttäjien kesken. Tämä toisaalta vaikuttaa tuotteen suunnittelun lähtökohtiin, sen markkinointiin, myyntiin ja vastaavasti asiakas- ja käyttäjäkokemukseen. Työ on tehty FIMECC:in aloittaman UXUS projektin yhteydessä. Projektin tarkoitus on tutkia ja soveltaa käyttäjäkokemuksen lähtökohtia teollisessa ympäristössä. Työssäni pyrin kehittämään teoreettisen ajatusmallin, jolla asiakkaiden ja käyttäjien kokemuksia voidaan tarkastella eri tasoilla ja ottaa huomioon suunnitteluprosessin varhaisissa vaiheissa. Tämä malli pohjautuu osittain psykologisiin teorioihin, jotka tulevat esille aikaisemmissa tutkimuksissa mm. Carver ja Scheier (1998); Sheldon, K.M., Elliot, A.J., Kim, Y. ja Kasser, T. (2001). Ajatusmallin ensisijainen tarkoitus on toimia tukityökaluna tuottajayrityksen tuotekehityksen ja markkinoinnin yksiköille kun halutaan soveltaa kokemuslähtöisen suunnittelun periaatteita yrityksen toiminnassa. Mallin toinen tarkoitus on toimia perustana teolliseen ympäristöön soveltuvien kokemusmittareiden kehitykselle. Työn toinen osio keskittyy yheden UXUS projektin yrityskumppanin toiminnan tutkimiseen (Rocla). Tässä osiossa pyrin kehittämään kokemusmittariston, jonka tarkoituksena on huomioida tuottajayrityksen, tuotevälittäjien, asiakkaiden ja käyttäjien näkemyksiä tuotteiden ominaisuuksista ja kokemuksista sekä mahdollistaa vertailu näiden osapuolten välillä. Kerätyn aineiston ja vertailun tarkoitus on auttaa tuotekehitys- ja markkinointitiimien työtä kun määritetään uusien tuotteiden kehityskriteerit ja myyntiargumentit. Kokemusmittariston sunnittelussa käytän sekä teoreettisia lähtökohtia, jotka käydään läpi työn alussa, että kymmentä johtajatason henkilön haastattelutulosta Roclan tuotekehityksen, markkinoinnin ja myynnin yksiköistä. Tämän lisäksi sovellan ajatuksia keskusteluista, joita käytiin läpi lukuisissa tutkijatapaamisissa, kenttä- ja yritysvierailuilla. Ehdotetun kokemusmittariston avulla kerään aineistoa 57:ltä kokeneelta varastotuotevälittäjältä. Välittäjät vertasivat kahta erityyppistä varastokonetta heidän kokemuksiensa perusteella ja myös osoittivat näkemyksensä psykologisten tarpeiden tärkeydestä asiakkaiden ja käyttäjien näkökulmasta. Aineiston analyysi osoittaa, että vaikka välittäjät kokivat selkeitä eroja tuotteiden visuaalisen ulkonön viehättävyydessä, tämä tekijän tärkeys oli yleisesti vähäinen (mm. osittain linjassa Diefenbach, S. ja Hassenzahl, M. (2011) tulosten kanssa). Tämä tulos tukee ajatusta siitä, jos kokemuspohjaisia lähtökohtia halutaan soveltaa erottautumistekijöinä B2B ympäristössä, niiden pitää olla vahvasti ja selkeästi yhdistettynä taloudellisiin mittareihin.The main goal of this study is to investigate theoretical background behind user experience (UX) paradigm and its possible implementation in industrial product development within business-to-business (B-to-B) environment. This work is conducted in the realm of UXUS project (User Experience and Usability in complex Systems), which was initiated by FIMECC (Finnish Metals and Engineering Competence Cluster) in 2010. In contrast to business-to-consumer environment, B-to-B setting separates ownership and actual use of the product. My aim lies in elaborating on various impacts of this separation on user and customer experiences and possible ways to communicate benefits of better UX to customers and equipment distributors. In the content of this paper, I introduce a theoretical thinking model for approaching experiences in industrial product development and an experimental questionnaire set, which is meant to capture different aspects of product and operating environment experiences. I test the proposed questionnaire set with 57 experienced warehouse equipment distributors who evaluate two separate industrial products. Results indicate that distributors are able to appreciate differences in hedonic qualities of industrial equipment and that visual appearance is a major factor in indicated product perceptions. However, overall hedonic qualities were perceived as less important compared to utilitarian qualities, which is partially in line with consumer product findings by DIEFENBACH, et al. (2011). I also find that distributors were unable to appreciate the importance of three major psychological needs (relatedness, autonomy and competence as indicated by SHELDON, et al., 2001) in industrial product development. I also analyze interviews of ten managers from warehouse equipment manufacturing company Rocla to investigate whether individuals working in separate departments perceive implications of UX paradigm differently. Findings indicate that individuals dealing with R&D activities stress the importance of end-users in deriving criteria for product development whereas individuals dealing with marketing and sales activities emphasize the role of personal relationships with customers. The longrun aim of this research direction is to assess strategic potential of UX paradigm for industrial product manufacturers

Conversation-based hybrid UI for the repertory grid technique:A lab experiment into automation of qualitative surveys

A frequent use of conversational user interfaces (CUIs) today is improving the users’ experience with online quantitative surveys. In this paper, we explore the use of CUIs in qualitative surveys. As a concrete use case, we adopt a specific, well-structured, qualitative research method called the repertory grid technique (RGT). We developed a hybrid user interface (HUI) that combines a graphical user interface (GUI) with a CUI to automate the distinct stages in a RGT survey. A pilot study was used to verify the feasibility of the approach and to fine-tune interface aspects of an initial prototype. In this paper, we report the results of a within-subject lab experiment with 24 participants that aimed to establish the performance and UX in a realistic context of a more advanced prototype. We observed a small decrease in UX in some hedonistic aspects, but also confirmed that the HUI performs similarly to a human agent in most pragmatic aspects. These results provide support for our hypothesis that automating qualitative surveys is possible with proper interface design. We hope that our work can inspire other researchers to design additional tools for qualitative survey automation, especially now that generative AI systems, such as ChatGPT, open up interesting new ways for computer systems to interact with users in natural language.</p

An Adapted Approach for User Profiling in a Recommendation System: Application to Industrial Diagnosis

In this paper, we propose a global architecture of a recommender tool, which represents a part of an existing collaborative platform. This tool provides diagnostic documents for industrial operators. The recommendation process considered here is composed of three steps: Collecting and filtering information; Prediction or recommendation step; evaluating and improvement. In this work, we focus on collecting and filtering step. We mainly use information result from collaborative sessions and documents describing solutions that are attributed to the complex diagnostic problems. The developed tool is based on collaborative filtering that operates on users' preferences and similar responses

Incorporating Cognitive Neuroscience Techniques to Enhance User Experience Research Practices

User Experience (UX) involves every interaction that customers have with products, and it plays a crucial role in determining the success of a product in the market. While there are numerous methods available in literature for assessing UX, they often overlook the emotional aspect of the user\u27s experience. As a result, cognitive neuroscience methods are gaining popularity, but they have certain limitations such as difficulty in collecting neurophysiological data, potential for errors, and lengthy procedures. This article aims to examine the most effective research practices using cognitive neuroscience techniques and develop a standardized procedure for conducting UX research. To achieve this objective, the study conducts a comprehensive review of UX research that employs cognitive neuroscience methods published between 2017 and 2022

An Evaluation Framework for Business Intelligence Visualization

Nowadays, data visualization is becoming an essential part of data analysis. Business Intelligence Visualization (BIV) is a powerful tool that helps modern business flows faster and smoother than ever before. However, studies on BIV evaluation are severely lacking; most evaluation studies for BIV is guided by general principles of usability, which have limited aspects covered for customers? needs. The purpose of this research is to develop a framework that evaluates BIV, including decision-making experience. First, we did a literature review for good understanding of research progress on related fields, and established a conceptual framework. Second, we performed a user study that implemented this framework with a set of questionnaires to demonstrate how our framework can be used in real business. Our result proved that this framework can catch differences among different designs of BIV from the users? standpoints. This can help design BIV and promote better decision-makings on business affairs

The effects of individual differences on mobile phone users’ operational behaviour

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Mobile handset technology has improved greatly in recent decades. Improvements in hardware and software conduce the importance of the handset as a computer. Whilst the mobile phone industry and researchers emphasise understanding users from sociological aspects, such as services, usage habits, functionalities and so forth; this research aims to seek the variables that impact upon users’ interactions with the phone from the root-individual differences. For the purpose of placing mobile phone users at the core of the interface design process, the individual differences of gender, cognitive style and user experience were applied as the main variables in this research. Accordingly, to examine individuals’ differences and their operational behaviour with phone interfaces, the effects of cognitive style and user experience present stronger impact on the user performance than gender. The two factors were then investigated with regard to individuals’ operational behaviour with phone interfaces. This research then developed categories to link the theoretical attributes of cognitive style and phone users’ practical operational behaviour. Furthermore, the impact of cognitive style on the users’ operational behaviour was also connected to individuals’ problem solving ability. Meanwhile, the effect of user experience was investigated with a novel methodology-Taxonomy of Experience. The results revealed necessary elements that the users cared about the most, and these differed from the interface design guidelines of phone industry. This PhD thesis presents the application of the triangulation method to explore the variables that impact upon individuals’ interaction with mobile phone interfaces, specially concerned with mobile phone interface design from a psychological perspective, and provides a deeper understanding of users for future design events. More importantly, this research delivered the concept of understanding users before conducting design

Health Promotion for Childhood Obesity: An Approach Based on Self-Tracking of Data

[EN]At present, obesity and overweight are a global health epidemic. Traditional interventions for promoting healthy habits do not appear to be e ective. However, emerging technological solutions based on wearables and mobile devices can be useful in promoting healthy habits. These applications generate a considerable amount of tracked activity data. Consequently, our approach is based on the quantified-self model for recommending healthy activities. Gamification can also be used as a mechanism to enhance personalization, increasing user motivation. This paper describes the quantified-self model and its data sources, the activity recommender system, and the PROVITAO App user experience model. Furthermore, it presents the results of a gamified program applied for three years in children with obesity and the process of evaluating the quantified-self model with experts. Positive outcomes were obtained in children’s medical parameters and health habits