Applying Importance-Performance Analysis (IPA) to Interpret the Results of the User Experience Questionnaire (UEQ)

In recent years, user experience questionnaires have established themselves to measure various aspects of User Experience (UX). In addition to these questionnaires, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the...

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Bibliographic Details
Published in:Journal of web engineering 2020-01, Vol.19 (2), p.243
Main Authors: Hinderks, Andreas, Domínguez-Mayo, Francisco José, Meiners, Anna-Lena, Thomaschewski, Jörg
Format: Article
Language:English
Subjects:
Customer satisfaction
Efficiency
Questionnaires
User experience
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Summary:In recent years, user experience questionnaires have established themselves to measure various aspects of User Experience (UX). In addition to these questionnaires, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the evaluation consists of preparing the data and comparing it with a benchmark. Often this interpretation of the data is not sufficient as it only evaluates the current User Experience. However, it is desirable to determine exactly where there is a need for action. The User Experience Questionnaire (UEQ) is a common and valid questionnaire with an evaluation tool to measure and analyse the User Experience for a product or service. In our article we present an approach that evaluates the results from the User Experience Questionnaire using the importance-performance analysis (IPA). The aim is to create another possibility to interpret the results of the UEQ and to derive recommendations for action from them. In a study with 467 participants, we validated the approach presented with YouTube, WhatsApp, and Facebook. The results show that the IPA provides additional insights from which further recommendations for action can be derived.
ISSN:1540-9589
1544-5976
DOI:10.13052/jwe1540-9589.1926