"How could an intranet be like a friend to me?" - Why standardized UX scales don't always fit

Carine Lallemand, Vincent Koenig

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

20 Citations (Scopus)

Abstract

∗"I hope that this survey is a joke because it made me laugh so much". This quote is just one example of many negative respondents' reactions gathered during a large-scale user experience (UX) study. Unfortunately, the survey was no joke, rather a well-constructed and validated standardized UX scale. This paper critically reflects on the use and relevance of standardized UX scales for the evaluation of UX in business contexts. We report on a real-world use case where the meCUE questionnaire has been used to assess employees' experience (N=263) with their organization's intranet. Strong users' reactions to the survey's items and statistical analyses both suggest that the scale is unsuitable for the evaluation of business-oriented systems. Drawing on the description of this inadequacy, we discuss the quality of academic UX tools, calling into question the relevance for practice of academic methods.

Original languageEnglish
Title of host publication35th Annual Conference of the European Association of Cognitive Ergonomics
Subtitle of host publicationTransforming the Everyday, ECCE 2017
Place of PublicationNew York
PublisherAssociation for Computing Machinery, Inc
Pages9-16
Number of pages8
ISBN (Electronic)9781450352567
DOIs
Publication statusPublished - 19 Sept 2017
Externally publishedYes
Event35th Annual Conference of the European Association of Cognitive Ergonomics, ECCE 2017 - University of Umeå, Umea, Sweden
Duration: 20 Sept 201722 Sept 2017
Conference number: 35
http://ecce2017.eace.net/

Conference

Conference35th Annual Conference of the European Association of Cognitive Ergonomics, ECCE 2017
Abbreviated titleECCE 2017
Country/TerritorySweden
CityUmea
Period20/09/1722/09/17
Internet address

Keywords

  • Intranet
  • MeCUE questionnaire
  • Standardized UX scales
  • Workplace UX assessment

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