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User Experience (User experience or UX, as it is better known in English) is a concept that is often used as a synonym for usability, interaction experience, interaction design, user experience or as an umbrella that incorporates many of these terms.
But UX differs from the concept of assertion experience as a general phenomenon because it explicitly refers to the user's experience with the encounter/use of the system.
The expression User Experience was advanced by Norman (cited by Duarte, E., 2019, UX and Usability, IADE), who concluded that the concepts of human interface or usability could not encompass the user experience with the product/system. in fact, when we talk about usability we are limiting our analysis to the attributes of software quality, which ensure the objectives of effectiveness, efficiency and satisfaction, which are the basis of the evaluation processes.
Authors such as Roto, V., Law, E. Vermeeren, A. & Hoonhout, J. (2011) consider that UX as a very comprehensive concept that can refer to various forms of user experience, can be seen under various perspectives: as a phenomenon, an area of study or a professional practice. As a phenomenon, the authors consider that the user experience differs from the phenomenon experience in general precisely because this is a more specific experience, derived from the encounter with a system, and is related to the experiences of use. But they add some more features to the UX concept from the perspective of the phenomenon:
The authors also add a negative definition of the UX concept:
“The noun 'user experience' refers to an encounter with a system that has a beginning and an end. It refers to an overall designation of how people have experienced (verb) a period of encountering a system. This view emphasizes the outcome and memories of an experience rather than its dynamic nature. It does not specifically emphasize its individual nature because 'a user experience' can refer to either an individual or a group of people encountering a system together.”
Roto, V., Law, E., Vermeeren, A., and Hoonhout, J. (eds). 2011. User Experience White Paper.
The user experience cannot be described based on a description of its factors, but these can be used to describe specific situations that users go through in a specific user experience or to describe the rationale that supports a given experience.
Morville (2004), developed a diagram to show the facets of the user experience, although very focused on web production:
USEFUL – are our products useful?
USABLE – Ease of use is vital, but usability is not enough.
DESIRABLE – Efficiency is important, but emotion cannot be overlooked.
LOCALIZABLE – sites must be easily navigable and allow you to quickly locate their content. ACCESSIBLE – websites must allow use by people with special needs.
CREDIBLE – Design elements must make users trust the sites.
VALUABLE – websites must provide value to their promoters and contribute to improving the relationship with customers.
“Every aspect of the user's interaction with a product, service, or company that makes up the user's perceptions of the whole. User experience design as a discipline is concerned with all the elements that together make up that interface, including layout, visual design, text, brand, sound, and interaction. UE works to coordinate these elements to allow for the best possible interaction by users.”
UXPA, Usability Body of Knowledge, Glossary
“User Experience is not about good industrial design, multi-touch, or fancy interfaces. It is about transcending the material. It is about creating an experience through a device.”
Marc Hassenzahl (2013): User Experience and Experience Design. In: Soegaard, Mads and Dam, Rikke Friis (eds.). “The Encyclopedia of Human-Computer Interaction, 2nd Ed.”. Aarhus, Denmark: The Interaction Design Foundation.
"The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use."
ISO 9241-11
“Usability means that the people who use the product can do so quickly and easily to accomplish their own tasks. This definition rests on four points: (1) Usability means focusing on users; (2) people use products to be productive; (3) users are busy trying to accomplish tasks; and (4) users decide when a product is easy to use.”
Janice (Ginny) Redish and Joseph Dumas, A Practical Guide to Usability Testing, 1999, p. 4
“After all, usability really just means making sure that something works well: that a person of average (or even below average) ability and experience can use the thing – whether it's a Web site, a fighter jet, or a revolving door – for its intended purpose without getting hopelessly frustrated.”
Steve Krug, Don't Make Me Think, 2000, p. 5
“It is important to realize that usability is not a single, one-dimensional property of a user interface. Usability has multiple components and is traditionally associated with these five usability attributes: learnability, efficiency, memorability, errors, satisfaction.”
Jakob Nielsen, Usability Engineering, 1993, p. 26
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