The user experience : a technical and emotional methodology for optimising journeys on a website
Delecourt, Lisa (2021)
Pro gradu -tutkielma
Delecourt, Lisa
2021
School of Business and Management, Kauppatieteet
Kaikki oikeudet pidätetään.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2021112957825
https://urn.fi/URN:NBN:fi-fe2021112957825
Tiivistelmä
The general subject of the thesis is related to the user experience on a website. What I would like to highlight in this paper, is the fact that the user experience on an interface should be assessed thanks to technical tools. But not only ! It should also take into consideration users feelings and perception, which could appear, very subjective. An E-commerce website has to be built for the user, a potential customer. As a matter of fact, the users need has to be clearly defined before creating a website, or in case of changes are made on an existing website. Thus, the approach should be user-centric.
As part of my internship in a consulting firm, I worked for the company Royal Canin on user experiene subjects. The company wanted to redesign the website’s top navigation and asked for help. I tried to assess the user experience of the Royal Canin’s top nav, by taking into consideration technical aspects and the users feelings. To do so, I conducted this analyze using four methods. The first was a quantitative survey about the user satisfaction concerning the topnav, including a user test. The second was a card sorting, a test in which I ask to respondents to sort categories and subcategories of the Royal Canin’s topnav in the most logical way possible, according to them. The third method was an Attrakdiff, which is a quantitative method, to measure the User Experience of a website or a part of a website, post utilization. The test is composed of 28 items pairs of opposite meanings. The user will evaluate the system, based on the given items and its previous experience on the website, on a Likert scale. Finally, I based myself on UX heuristics. Heuristics are a qualitative inspection method to conduct wire-frame pre-test, an audit, or a benchmark of a website. UX Designers generally used heuristics before conducting users testing.
For the same sample, I mostly received different precious insight from one method to another. Consequently, in my opinion, the assessment of the user experience of a website cannot only be based on quantitative data and the combination of heuristics, users testing, quantitative survey and attrakdiff are very useful tools to catch the users’ insight about their experience on a website.
As part of my internship in a consulting firm, I worked for the company Royal Canin on user experiene subjects. The company wanted to redesign the website’s top navigation and asked for help. I tried to assess the user experience of the Royal Canin’s top nav, by taking into consideration technical aspects and the users feelings. To do so, I conducted this analyze using four methods. The first was a quantitative survey about the user satisfaction concerning the topnav, including a user test. The second was a card sorting, a test in which I ask to respondents to sort categories and subcategories of the Royal Canin’s topnav in the most logical way possible, according to them. The third method was an Attrakdiff, which is a quantitative method, to measure the User Experience of a website or a part of a website, post utilization. The test is composed of 28 items pairs of opposite meanings. The user will evaluate the system, based on the given items and its previous experience on the website, on a Likert scale. Finally, I based myself on UX heuristics. Heuristics are a qualitative inspection method to conduct wire-frame pre-test, an audit, or a benchmark of a website. UX Designers generally used heuristics before conducting users testing.
For the same sample, I mostly received different precious insight from one method to another. Consequently, in my opinion, the assessment of the user experience of a website cannot only be based on quantitative data and the combination of heuristics, users testing, quantitative survey and attrakdiff are very useful tools to catch the users’ insight about their experience on a website.