User Experience Controlling

Tasks set
The introduction of a user experience controlling assists in reaching the following goals:

Indices, especially developed for this purpose measure the user experience of an interface as to the dimensions usability, utility, design, brand, and joy of use.
By means of these indices the interface can be assessed continually on the timeline and/or in comparison with competing products.
Regular statistics of these indices permit quality assurance and control on a long-term basis.
The effectiveness of optimisation measures is documented and verified.

Method
In order to capture the user experience altogether, observation and interviews have to be combined into a single method. Individual interviews are therefore conducted within the following parameters:

The course of the sessions is mainly standardised, so the measuring is repeatable.
During sessions the respondents deal with tasks that reflect the core functionality of the interface.
The usability indices are obtained by means of observation while respondents are in the process of problem solving.

Subsequently, the participants have to evaluate statements especially developed for this purpose as regards the dimensions utility, design, brand, and joy of use.

Process phase

Live-System

Sample
Any sample should include at least 20 to 30 respondents. The greater the sample size, the more stable the test results; this also guarantees greater security in evaluating differences of the mean value from one wave to another as "significant". If, e.g. 10 tasks are solved by 150 respondents, a 3% change of the entire index can be significant; smaller sample sizes may be accompanied by online surveys.

Timing
Depending on the sample size, a study can be conducted within 6 weeks (N=20-30) or rather 12 weeks (N=150).

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Case Studies

User Experience Controlling

Download fact sheet User Experience Controlling