Constantin von Saucken
Technische Universität München, Institute of Product Development, Germany
Florian Lachner
Technische Universität München, Institute of Product Development, Germany
Udo Lindemann
Technische Universität München, Institute of Product Development, Germany
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Published in: KEER2014. Proceedings of the 5th Kanesi Engineering and Emotion Research; International Conference; Linköping; Sweden; June 11-13
Linköping Electronic Conference Proceedings 100:110, p. 1331-1341
Published: 2014-06-11
ISBN: 978-91-7519-276-5
ISSN: 1650-3686 (print), 1650-3740 (online)
The idea of User Experience (UX) is to achieve a positive emotional reaction of users on a product interaction and thereby to create a unique selling proposition. However; people’s needs; perception and resulting emotions are subjective and very diverse. Furthermore; UX is dependent on the physical and social context. We developed the Customer Experience Interaction Model (CEIM) which consists of UX-relevant elements from different relevant disciplines to handle this complexity. In order to support real designers without theoretical background; we surveyed real customers’ product reviews describing good respectively bad UX from different sources and extracted UX principles. We already presented principles taken from positive samples in another publication. In this paper we discuss principles based on reviews with negative examples. These UX principles shall clarify to developers how to avoid negative experiences. Thereby; we combine a theoretical approach and concrete principles and examples; which illustrate the application of theory and help preventing bad UX.
