What Makes a Good UX Questionnaire? User-Centered Scorecard Development
Numerous standardized questionnaires like the System Usability Scale and Net Promoter Score have been developed to provide reliable and valid measurement of subjective satisfaction. Few studies, however, examine the perceived usability and preferences of
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stract Numerous standardized questionnaires like the System Usability Scale and Net Promoter Score have been developed to provide reliable and valid measurement of subjective satisfaction. Few studies, however, examine the perceived usability and preferences of questionnaires by the raters or end users themselves. In this study, 20 participants evaluated different types of questionnaires as well as ranked and discussed their subjective preferences for them. We found that 65 % of participants chose the questionnaire with enhanced design features (e.g., color-coded ratings, user experience examples, and specific/global comments) as well as measurement of user experience beyond usability as the most preferred questionnaire, while 80 % of participants chose the questionnaire that measured user experience with semantic-differential rating scales as the least preferred. Based on participant feedback, we provide several questionnaire design recommendations. Keywords Usability
Questionnaires User experience User study
1 Introduction Existing questionnaires (e.g., System Usability Scale (SUS) [1], Net Promoter Score (NPS) [2], and Usefulness, Satisfaction, and Ease of Use (USE) [3] questionnaire) make it possible to gather subjective feedback on system quality, to use that feedback to understand how the system compares to other alternatives, and to identify areas on which to focus improvement efforts. Although these instruments assess usability, learning, and ease of use, the major challenge with these scales is that they do not assess modern-day user experience aspects like desirability, credibility, or delightfulness. Furthermore, these instruments vary with respect to S. “Tina” Lee (&) M. Ivory GE Power, San Ramon, CA, USA e-mail: [email protected] M. Ivory e-mail: [email protected] © Springer International Publishing Switzerland 2017 W. Chung and C.S. Shin (eds.), Advances in Affective and Pleasurable Design, Advances in Intelligent Systems and Computing 483, DOI 10.1007/978-3-319-41661-8_28
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the types of systems (e.g., web, mobile, or collaborative applications), evaluation methods (e.g., heuristic evaluations, usability tests, or rapid iterative testing and evaluations), and system fidelities (e.g., sketches, clickable prototypes, or full applications) to which they can be applied. The instruments also vary with respect to the ease with which a participant can complete them and the degree of specificity with which results can guide improvement. We researched and developed our User Experience (UX) Scorecard to be a user-centered, flexible, and valid instrument to measure both traditional usability and modern-day user experience aspects and to present actionable results. In this study, we evaluated our scorecard against other established ones to understand its usability and to provide recommendations for questionnaire design.
2 Related Work Numerous questionnaires have been designed to measure user’s subjective satisfaction of a product or a system. For example, studies [4, 5] have
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