(발제) analysing user experience of personal mobile products through contextual factors +mum 2010...

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Analysing User Experience of Personal Mobile Products

through Contextual Factors

MUM 2010(International Conference on Mobile and Ubiquitous Multimedia)UX session

2011-11-24 l UX Lab l Bomi *

우리가 참으로 잘 사용하고 있는 스마트폰

한 밤중에 침대위에서 사용하는 스마트폰

wifi따위 되지 않는 사막에서의 스마트폰

어린 아이가 장난감처럼 갖고 노는 스마트폰

; Context

My Keywords

User Experience, User Interface,

UX Methodology, UX evaluation, Service Design

Author Keywords

Context, Triggering Context, Mobile Context,

User Experience, Personal Mobile Products,

Experience Report.

Authors

Senior Researcher, Nokia GroupTampere, Finland

User Interface designer since 1998

Hannu Korhonen

Senior Researcher, Nokia GroupTampere, Finland

Service Prototype designer

Juha Arrasvuori

ProfessiorTampere University of Tech.

Usability and UX

Kaisa Väänänen-

Vainio-Mattila

Index

Introduction

Related Work

Context Categories for Studying Mobile UX

Study Process

Result

Discussion

Conclusion

Introduction

“One common trait in these models and frameworks is that they recognize the importance of context as a central aspect influencing user experience.”

UX연구에서의 Context(맥락)은 매우 중요한 요소로 인식되고 있다.

“There are multiple definitions of what context is and how it influences the use of interactive products”

하지만 맥락이 무엇인지, 어떻게 사용자들에게 어떠한 영향을 미치는지에 대한

정의는 너무 다양하다.

“Especially in user experience studies involving mobile products, understanding contextual factors is important because they are used in greatly varying contexts”

특히 모바일 기기의 경우 맥락정보가 매우 중요하다.

Introduction

맥락(Context)에 따라 사용자들의 경험이 변화한다는 것은 연구자들이 동의하는데

어떤 맥락 요소들이 어떤 변화를 일으키는지에 대한 연구는 사실상 미비하다.

CONTEXTUAL Factor

User Behavior, User Experience

change

Introduction

맥락을 하나의 요소로만 취급하거나

ex) Car context, Mobile context

미비한 이유

Social context, Physical context등으로 단순하게만 분류

나머지 맥락들에 대해서는 중요하게 생각하지 않음

Introduction

그래서 우리는

모바일 기기를 사용하는 상황에서 나타날 수 있는 맥락을 카테고리화 하고,

각각의 사용자 경험을 분석하여 사용자에게 가장 큰 영향을 주는 맥락을 찾아내겠다.

그리고 그 맥락을 Triggering Context라고 명명할 것이다.

Context

Context

Context

Context

Context

Context

Context

ContextContext

Context

Context의 카테고리 분류

; 사용자 경험에 가장 큰 영향을 주는 Context = Triggering Context

Related Work

맥락에 대한 연구는

“ Specific Domains (e.g. museums, hospitals) Different user groups (e.g. teenagers, visually impaired) Studying various task (e.g. writing messages while driving, navigating in an urban environment)”

특정 도메인, 다른 사용자 집단, 다양한 Task연구 내에서 이루어져왔다.

모바일 기기 사용에서의 맥락에 대한 연구 역시

Barnard el al. : 사용자가 PDA 작동하여 그 안에서 읽고, 단어를 찾는 태스크를 수행함에 있어 인터랙션에 영향을 미치는 맥락 요소 파악

Jones and Marsden : 실제 사용자가 모바일 시스템을 사용하는 환경에서의 맥락을 파악하는 것이 중요하다고 언급

Mallat et al. : 모바일 티켓 예약 시스템을 사용할 때, 소비자의 구매를 결정하는 중요한 맥락적 요소가 무엇인지 파악

Related Work

맥락 연구에 대해 우리 팀이 느낀 문제점은

맥락에 대한 연구는 늘 있어왔지만, 막연한 분야라고 느끼기 쉽다.

가장 큰 이유는 맥락 자체에 대한 정의를 하고 있지 않기 때문이다.

“In our study, the aim is to identify which contextual factors are especially important to a meaningful user experience and what is the resulting experience affected by the context. ”

우리의 연구 목적은

1. 의미있는 사용자 경험에서 특히 중요한 맥락적 요소들을 정의하기

2. 맥락에 영향을 받아 생기는 결과가 무엇인지 살펴보기.


Schmidt el al.

Human factors Physical environment

usersocial task

conditioninfrastructurelocation

Maguire

User Task Environment

hardwaresoftwareworkplace

일반적인 Context Category

모바일 기기 사용에서의 Context Category

Roto

Physical

Social

Temporal

Task

Vigelius and Vaataja

Social

Spatial Temporal

Infrastructure

Task

Jumisko-Phykko and Vainio

Physical

Social Temporal

Technical and information Context

Task


Environment

Guarneri et al. (2004)

Personal Task Social

Device

Spatio-Temporal

Service Access Network

이 분류 체제를 이용하여 실험을 진행할 예정이다.

1. Environment, Personal, Task, Social 맥락 카테고리가 각각 독립적이며,

다른 분류와 같이 겹쳐지지 않는다.

2. 이전 연구에서는 모바일 시스템의 인프라에 대한 맥락을 하나로 보았지만,

Guarneri의 경우 Device, Service, Access Network - 3가지로 분류했다.

3. Time과 Location맥락을 Spatio-Temporal이라는 카테고리로 합쳐서 다루고 있다.


Environment ; 환경맥락

맥락 요소에 대한 설명

Personal ; 개인맥락

사용자를 둘러 싸고 있는 것들의 맥락 (Physical context)

빛, 온도, 소음 정도, 날씨, 습도 등 + 인공물, 동물, 사람들(who are not part of Social context)

사용자들의 상태에 대한 맥락 (the state of the user)

1) 생리학적 요소(Physiological context) : pulse, 혈압, 머리색 등

2) 정신적 요소 (Mental context) : mood, stress, expertise

Task ; 과업맥락

사용자들이 참여, 관여하고 있는 일과 관련된 맥락 (the user is currently engaged in)

Task, Actions, Activities, events

primary task, secondary task 모두 포함


Social ; 소셜맥락

맥락 요소에 대한 설명

Spatio-Temporal ; 공간-시간맥락

사용자들이 친구들, 가족들, 적들, 이웃들, 협업자, 관련자들과 소통하는 것에서 생기는 맥락

지속 시간, 피크 타임, 서두르거나 기다리는 시간, 동시발생 행동.

위치성.

Device ; 기기맥락

스크린 사이즈, 무게, 메모리, 인터페이스(wifi, bluetooth), 배터리 용량 등.

Service ; 서비스맥락

디바이스 자체가 아닌 애플리케이션 단의 맥락

Access Network ; 네트워크 접속 맥락

인터넷 접속이 가능한지 판단하는 맥락

Study Process

총 21명 (남자 11, 여자 10)

평균 연령 34세(25세부터 46세까지)

평균적으로 17개월 이상 자신의 개인 기기를 사용하였으며,

14%만이 개인 기기를 사용한지 6개월 미만

1. 참여자 (Participants)

자신이 가지고 있는 기기들 중 자신이 가장 좋아하는 기기로 실험에 임하게 함.

; 기기는 스마트폰, MP3플레이어, 태블릿 PC, 심박수 측정기, 디지털 카메라, 소형 사전

; 스마트폰의 경우 기능을 한정하여 실험 진행

(메시지 기능, 사진 기능, 동영상 기능, 파일 공유 기능, e-book기능 등에서 골라서)

2. 개인 모바일 기기 (Personal Mobile Products)

Study Process

어떻게 하면 의미있는 기록들을 모을 수 있을까?

3. 데이터 모으기 (Data Collection)

“Experience Report” 를 작성하게 하자.

“we decided to use a data collection method that would allow us to obtain rich experience descriptions from the users.”

사용자들에게 총 10일동안 A4용지 반정도 되는 분량에 어떤 기기(기능)를 사용하면서

기억에 남는 사건, 의미 있을 것 같은 생각에 대해 자신이 편한 언어로 풀어 쓰게 한다.

“The experiences can be either positive or negative.”

사용자들에게 직접 자신의 이야기를 storytelling하게 한다.

우리는 사용자들의 실제 사용기뿐만 아니라 기기를 사용할 때 느꼈던 개인적인 기분, 가

치, 흥미 같은 것들까지 적게 하였다.

Study Process

“Experience Report” (for example)

1인칭 시점으로 최소 A4용지 반장이었으며,

분석가들은 글을 보고 나타나는 맥락적 요소를 뽑아낸다.

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Study Process

앞에서 언급했던 Guarneri et al.의 8가지의 맥락 카테고리를 사용

4. 맥락 카테고리 정하기 (Context Categorization)

Context category 식별 질문 (Identifying Question)

Environmental 사용자를 둘러싸고 있는 물리적인 환경의 속성은 무엇인가?

Personal 사용자가 묘사하고 있는 감정은 어떤 것인가?

Social 사용자를 둘러싸고 있는 다른 사람들은 누구인가? 그들은 사용자에게 어떤 영향을 주고 있는가?

Task 사용자가 참여하고 있는 활동은 무엇인가? 두번째로 참여하고 있는 활동은 무엇인가? 두번째 활동이 첫번째 활동에 어떤 영향을 주는가?

Spatio-Temporal 사용자의 물리적 환경이 변화했는가? 그리고 그것들이 영향을 주는가?

Device 사용자가 묘사하고 있는 기기의 특성은 어떠한가? 디바이스의 사용이 어떻게 묘사되고 있는가?

Service 사용자가 서비스에 대해 묘사하는 방법은 어떠한가? 서비스와 사용자의 인터랙션은 어떠한가?

Access Network 사용자가 그들의 디바이스가 다른 디바이스 혹은 서비스와 연결되었을 때와 안되었을 때 차이점을 묘사하고 있는가?

Study Process

5. 경험 카테고리 정하기 (Experience Categorization)

Context와 Experience를 연결하여 설명하기 위해

경험 역시 카테고라이징.

Experience Description

Captivation Forgetting one’s surroundings

Challenge Testing abilities in a demanding task

Competition Contest with oneself or an opponent

Completion Finishing a major task, closur

Control Dominating, commanding, regulating

Cruelty Causing mental or physical pain

Discovery Finding something new or unknown

Eroticism A sexually arousing experience

Exploration Investigating an object or situation

Expression Expression Manifesting oneself creatively

Fantasy Fantasy An imagined experience

Fellowship Fellowship Friendship, communality or intimacy

Humor Humor Fun, joy, amusement, jokes, gags

Nurture Nurture Taking care of oneself or others

Relaxation Relaxation Relief from bodily or mental work

Sensation Sensation Excitement by stimulating senses

Simulation Simulation An imitation of everyday life

Submission Submission Being part of a larger structure

Subversion Subversion Breaking social rules and norms

Suffering Suffering Experience of loss, frustration, anger

Sympathy Sympathy Sharing emotional feelings

Thrill Thrill Excitement derived from risk, danger

Playful Experience (PLEX) framework

; non-goal-oriented

; fun or the pleasurable aspects of using a product

모바일기기 UX에도 적용 가능하다고 생각함.

“ These categories have been previously used to identify playful user experiences with digital games”

Study Process

6. 트리거링 컨텍스트 정의와 중심 경험 (Identifying Triggering Context and Core Experience)

4.5 Experience Categorization Few UX models offer detailed categorizations for describing or articulating possible user experiences. There is a lack of a common vocabulary in user experience research. However, researchers in interactive art and digital game domains have identified distinct sets of pleasurable and playful user experiences which they present as experience frameworks or categorizations [6], [2]. The Playful Experience (PLEX) framework is a categorization defining a set of 22 experiences (Table 2). By ‘playful experience’ we mean experiences that are mostly non-goal-oriented and mainly evoked by fun or the pleasurable aspects of using a product. Playfulness may also include temporary negative experiences as part of the overall UX. Playfulness can either be planned in the product design, or it can arise from the user's mindset during the interaction [2]. These categories have been previously used to identify playful user experiences with digital games [2] With the present study, we wanted to find out if the categories are applicable to describing experiences elicited by other kinds of products as well. We believe that this categorization can be used to describe all kinds of experiences of product use because, according to psychologist Michael J. Apter [1], playfulness is a user’s state of the mind, and all kinds of activities can be experienced in a playful state or in a serious state.

Table 2 Playful Experience categorization

Experience Description

Captivation Forgetting one’s surroundings

Challenge Testing abilities in a demanding task

Competition Contest with oneself or an opponent

Completion Finishing a major task, closure

Control Dominating, commanding, regulating

Cruelty Causing mental or physical pain

Discovery Finding something new or unknown

Eroticism A sexually arousing experience

Exploration Investigating an object or situation

Expression Manifesting oneself creatively

Fantasy An imagined experience

Fellowship Friendship, communality or intimacy

Humor Fun, joy, amusement, jokes, gags

Nurture Taking care of oneself or others

Relaxation Relief from bodily or mental work

Sensation Excitement by stimulating senses

Simulation An imitation of everyday life

Submission Being part of a larger structure

Subversion Breaking social rules and norms

Suffering Experience of loss, frustration, anger

Sympathy Sharing emotional feelings

Thrill Excitement derived from risk, danger

4.6 Identifying Triggering Context and Core Experience Forlizzi and Battarbee have noted that interaction with a product is a constant stream of interaction sequences and emotions, and it causes emotional and behavioral changes in a user [11]. Contextual factors play an important role in these changes, and they can amplify previous negative or positive experience, alter positive experience into negative experience, or vice versa. We call the single contextual factor that significantly alters the experience stream into positive or negative direction as triggering context. The main objective in our analysis is to identify the triggering context in terms of how it changes the experience. Our assumption is that when writing experience reports, users emphasize the aspect that was meaningful or memorable for them, and worth sharing with others. This we call a core experience. The triggering context helps to locate where the core experience occurs in a report. Figure 1 illustrates a fictional experience stream as it could be reconstructed from an experience report (concrete examples of actual experience reports are presented below). The illustration starts with a positive experience, but then some contextual factor changes the experience into a negative one. The experience stays negative until the end of the story. In this example, the contextual factor that steers the experience in the negative direction can be seen as the triggering context for a negative core experience.

Neg

ativ

e

Po

siti

ve

Time

Experience stream

Triggering Context

Core Experience

Figure 1 Illustration of the appearance of a triggering context

and the core experience in an experience report

4.7 Procedure At the beginning of the study, we arranged a one-hour introduction session for participants in order to describe the purpose of the study and to instruct on how to report experiences. The participants were advised to write reports during the same day or on the following day in order to faithfully capture the user experience. The participants could use either English or Finnish for writing. The reports were sent to the authors through email. During the first couple of days, we monitored the reports. If we noticed that some reports were reporting merely use scenarios, usability problems or bugs in the devices, we advised the participant to pay more attention to experiential aspects in their reports. This happened with a couple of participants. After the reporting period, the experience reports were analyzed independently by two researchers. The analysis was started by listing all contextual factors that were present in a report. We referred to a set of questions (Table 1) to identify the contextual factors. Many contextual factors were for describing factual aspects of the situation, e.g. the scenery, without any associations with experiences. The triggering context was selected among the listed contextual factors by identifying the clearest expression of

Experience Report에서 나타나는 감정의 경험선을 선으로 나타낸다.

감정 변화 폭이 가파라지는 곳을 Core Experience로 잡고

(사용자들의 경험 중 기억에 남거나 의미있어서 강조되어 있는 경험들)

그 직전에 나타나는 맥락을 Triggering Context로 본다.

(사용자의 중심 경험에 영향을 준 맥락)

Study Process

7. 절차 (Procedure)

실험 초기에 모든 참여자들을 대상으로 1시간 30분동안 참여자 워크샵 개최

- 어떤 식으로 Experience Report를 작성해야 하는가

작성한 후 이메일로 전송하게 함

며칠은 검사를 하여 너무 사실적인 측면 위주로 써 있는 레포트들을 쓴 사용자에게 연락

레포팅 기간이 끝난 이후에는 2명의 연구원들이 레포트를 분석함.

Study Process

7. 절차 (Procedure)

분석은 1) 글에서 나타나는 Contextual Factor들을 정리하는 것으로 시작.

2) Triggering Context는 리스트업 된 맥락 요소에서 UX에 가장 명백하게(clearest) 영향을 준 것으

로 고름.

3) 변화한 경험들 중(Personal Context위주로) 앞에서 언급했던 PLEX에서 찾아 Triggering

Context와 매칭시킴.

4) 어떤 케이스의 경우 읽는 관점에 따라 Triggering Context와 Core Experience가 여러 개 나올 수

있었음

Result

8. 결과 (Result) 116 케이스의 Experience Report (10일동안)

an experience stated in the Personal context category, and then

tracing it back to the contextual factor which seemed to cause, i.e.

“trigger,” it.

The contextual factor within the Personal context that was

identified to correlate with a triggering context was analyzed to

determine the core experience in the report. The words and

expressions that described the most meaningful experience were

crosschecked with the Playful Experience (PLEX) categorization

(Table 2) and the more extensive descriptions of those categories.

Core experiences that did not match to any of the PLEX

categories were given a descriptive label and were noted as

potential supplemental categories for the PLEX framework in our

future work. As an end result of the analysis, we ended up with

pairs of triggering contexts and core experiences.

After the individual evaluators’ analyses were completed, both

results were combined and conflicting cases were discussed to

find agreement on the identified triggering contexts. Although the

evaluators shared an understanding of the triggering context and

PLEX categories, it was discovered that the individual

interpretations varied, and the Kappa value (.315) showed only

moderate agreement for the initially defined triggering contexts.

This was mainly due to incomplete instructions on defining the

triggering context during the initial analysis. In addition, some

experience reports had multiple possible interpretations and

therefore, there were two possible triggering contexts in one

experience report. In the results section, we present the combined

interpretation with all conflicting cases solved.

5. RESULTS In this section, we describe the main results of our study. First, we

show how the participants reported their experiences of using the

personal products. We then describe the analysis of two example

reports to show how to identify the triggering context from the

story. Finally, we show what kinds of contextual factors were

identified as triggering contexts from all experience reports.

5.1 Reporting Activity The participants were active in their experience reporting, and we

received a total of 116 experience reports during the continuous

10-day reporting period. The reporting period started on

Wednesday and ended on Friday the following week. The

participants were also reporting their experiences during the

weekend. Both female and male participants were equally active

in reporting their experiences. 53% of reports were written by

male participants. Participants wrote 5.52 reports on average

(median value was 6), ranging from one report to 13 reports.

5.2 Experience Report Analysis In the following, we present two examples of analysis to identify

the contextual factors, triggering context, and core experience in

experience reports. The reports are presented as written by the

participants. The underlining highlights aspects that were

considered important by the researchers when analyzing the

reports.

5.2.1 Example Report #1 (female, 34 years) “I was very bored. My husband was at work and I had to wait for him in a car. Luckily it was a big van so I was able to sit back and relax. But I was bored. Then I remembered that I have a movie in my phone. Spider Man 3 comes with the N95 8GB phone. First it took a while to find where it is and I chose the wrong file which I opened. I didn't mind about those first problems because I was in no hurry. Then I was able to start watching the movie file. I changed the screen to landscape mode and increased the volume. I was surprised how good the sound quality was. I was glad that the sounds were rather clear and I was able to hear all kinds of background sounds in addition to the people’s voices. Not exactly Dolby Digital surround sounds but a nice surprise anyway. Then I needed to start wind the movie forward because I wasn't interested in seeing the intro and the names. The actual movie started after 3 minutes of intro and it was a bit frustrating to wind until that point. The winding was rather slow because I had to stop and check if the intro had already ended or not. Feels like it took a long time to get to that point where the movie started. Then I started to watch the movie. I was again positively surprised that there were no typical wide-screen movie mode black bars in the upper and lower parts of the screen - the movie is shown in full screen. Before I was able to just relax and watch I had to find some good place for the phone so that I didn't need to hold it in my hand. Finding that place took a while. I was able to watch the movie, but it felt a bit annoying. Finally I managed to build some kind of support for the phone so I was able to free my both hands and relax. I wasn't able to watch the whole movie but when my husband came back to the car I was happy that I managed to find some entertaining activity during that one hour I had to spend in the car. I was in a good mood because of that.”

In this experience report, the user is interacting with a smart

phone and wants to watch a movie stored on the device. In the

beginning of the report, the Personal, Task, Social, and Spatio-

Temporal contextual factors can be clearly established as follows:

the user is initially bored as she has to wait in a car for an hour for

her husband to return. During the primary task of waiting, an

additional task emerges as the user builds a support for the device

so she doesn’t have to hold it in her hand. Finally, the user is in a

good mood because of watching the movie, and especially due to

the positive audio-visual quality offered by the device. Contextual

factors identified in the report are summarized in Table 3.

Although the user describes multiple contextual factors in the

report, the Device context seemed to be the most influential.

Interacting with movie playback controls was frustrating for the

user. However, we interpreted this as a minor and passing

experience. The clearest experience expression in the report was

that the user was positively surprised because of the good video

and audio quality of the device. Therefore, the Device context

was defined as the triggering context in this story.

The core experience can be derived from the triggering context.

The user was enjoying the good quality of sound and video when

watching a movie. The PLEX categorization describes that when

something is eliciting excitement through the stimulation of one

or several senses, which are in this case visual and auditory, the

user is experiencing Sensation [2] This experience is directly

related to interaction with a device, as the user is accessing and

watching media provided by the device.

Example Report #1 (female, 34years)

Table 3 Summary of contextual factors in report #1. Highlight of table rows indicates the triggering context (under Device

context) and the contextual factor to determine the core experience (under Personal context).

Context category Contextual factors Environmental The user is in a big van

Personal

Initially the user is very bored

The user did not mind opening the wrong file because she was not in a hurry

The user felt frustrated of rewinding and skipping the intro of the movie

The user was positively surprised of good video and audio quality

Finally the user is in a good mood

Social Husband is at work and user has to wait for him alone

Task Primary: Waiting for husband

Secondary: Building a stand for device, which supports watching movie and relaxing

Spatio-Temporal Sitting still for one hour

Device Nokia N95-8GB, Spider Man 3 movie stored on device

Troubles with starting and forwarding movie playback

Good quality of sound and video

Service N/A

Access Network N/A

5.2.2 Example Report #2 (female, 43 years) “Teenagers are to summer cottages like… like… well, like oil is to water. The other summer, my in-laws with their 16-year-old daughter rented a beautiful cottage by the lake. But was their daughter happy? No way, being buried there in the middle of nowhere, while all her friends were in the city. And there was wailing and gnashing of teeth. But then I, the cool Auntie, arrived with my E90 + N810. Now the daughter could browse here and there and e-mail with all her friends. There she was, all curled up there in the corner of the sofa, quietly and smiling, tapping and clicking away. She was happy, her parents were happy, we were happy. Again, peace and tranquility reigned amongst us.” In the story, the user is taking care of a teenager’s social well-being by allowing her to use mobile devices and a mobile internet connection to contact her friends. The Environmental factor is a beautiful cottage which is isolated from the rest of the world. Stating that the story occurred “the other summer” suggests that Spatio-Temporal factors are unimportant in the story. The Social context factors describe the teenage girl who is initially unhappy because she is out of contact with her friends. The initial Personal context factor is that the user feels sorry for the unhappy teenager. The primary task context for the user becomes making the teenager happy. The tools for this can be found in the Device

context, i.e. Nokia E90 smart phone and N810 internet tablet. The Service context includes e-mail and web service. Although not explicitly stated in the report, the Access Network context factor is apparently mobile data (e.g. GPRS). Nevertheless, the access network is powerful enough for the services to be used. At the end of the story, the user’s Personal context has changed to happy as she feels good about herself and even “cool”. The contextual factors are summarized in Table 4.

Table 4 Summary of contextual factors in report #2

Context category

Contextual factors

Environmental Beautiful cottage by the lake, in the middle of nowhere

Personal

Initially, the user is feeling sorry for the unhappy teenager

Finally the user feels happy and “cool”

Social Initially, the teenager is unhappy

Task Primary: Making the teenager happy

Spatio-Temporal Some past summer

Device Nokia E90 and N810

Service Using e-mail and web services makes the teenager happy

Access Network Mobile data

In this report, the Environmental context, i.e. the isolation in the cottage provides the background for understanding the experience, but it is not the triggering context for the reported user experience. The personal products are clearly used as mere tools in the story for solving the task of making the teenager happy. The reported experience seems not to be about interaction as the details of interaction between the teenager and device are not described. Although it can be argued that both Service and Access Network aspects are necessary for providing happiness to the teenager, as these provide the connection to her friends, the report itself is written from a viewpoint that emphasizes the Device context: ”But then I, the cool Auntie, arrived with my E90 + N810”. The triggering context is the user feeling sorry for the unhappy teenager, in other words, a Social contextual factor. This prompts the user to help the teenager to feel happy. The PLEX framework includes a category called Nurture [2] which is the experience people get from taking care of others. Thus, nurture is an appropriate interpretation of the core experience in the report.

5.3 Triggering Contexts All experience reports were analyzed and their triggering contexts and core experiences were identified through the procedure presented previously. Usually, the participants had described multiple contextual factors that had influenced the user experience described in a report. Among these contextual factors we identified one triggering context which defined a core experience in that particular case. Eight of the 116 reports were clearly seen as describing two core experiences in a single report, and interpretations of those reports were split. Thus, 124 core experiences were interpreted. The identified triggering contexts are summarized in Figure 2.

Result

8. 결과 (Result) 116 케이스의 Experience Report (10일동안)

5.2.1 Example Report #1 (female, 34 years) “I was very bored. My husband was at work and I had to wait for him in a car. Luckily it was a big van so I was able to sit back and relax. But I was bored. Then I remembered that I have a movie in my phone. Spider Man 3 comes with the N95 8GB phone. First it took a while to find where it is and I chose the wrong file which I opened. I didn't mind about those first problems because I was in no hurry. Then I was able to start watching the movie file. I changed the screen to landscape mode and increased the volume. I was surprised how good the sound quality was. I was glad that the sounds were rather clear and I was able to hear all kinds of background sounds in addition to the people’s voices. Not exactly Dolby Digital surround sounds but a nice surprise anyway. Then I needed to start wind the movie forward because I wasn't interested in seeing the intro and the names. The actual movie started after 3 minutes of intro and it was a bit frustrating to wind until that point. The winding was rather slow because I had to stop and check if the intro had already ended or not. Feels like it took a long time to get to that point where the movie started. Then I started to watch the movie. I was again positively surprised that there were no typical wide-screen movie mode black bars in the upper and lower parts of the screen - the movie is shown in full screen. Before I was able to just relax and watch I had to find some good place for the phone so that I didn't need to hold it in my hand. Finding that place took a while. I was able to watch the movie, but it felt a bit annoying. Finally I managed to build some kind of support for the phone so I was able to free my both hands and relax. I wasn't able to watch the whole movie but when my husband came back to the car I was happy that I managed to find some entertaining activity during that one hour I had to spend in the car. I was in a good mood because of that.”

Example Report #1 (female, 34years) Context category Contextual factors Environmental The user is in a big van

Personal













Service N/A

Access Network N/A

요약하면...

차에서 남편을 기다리며 지루해하고 있던 찰나에 가지고

있던 스마트폰으로 영화를 보았다.

주변이 조용했는데, 생각했던 것보다 영상과 소리의 질

이 훨씬 더 좋아서 너무 기분 좋게 스파이더 3를 보았다.

Core Experience : Sensation




Personal













Service N/A

Access Network N/A




Context category

Contextual factors


Personal














Personal













Service N/A

Access Network N/A




Context category

Contextual factors


Personal











Triggering Context : Device

Posi

tive

Negati

ve

Time

Triggering

Context : Device

Core Experience

: Sensation

Result

8. 실험 전체의 Triggering Contexts

Device29%

Task23%

Social20%

Service8%

Environment8%

Personal4%

Spatio-Temporal

4 %

Not identified4%

Access Network

0 %

Other12%

Overall, the most common core experiences found were Control (13%), Fellowship (11%), Simulation (9%), and Discovery (9%). Even though context categories triggered a large number of different core experiences, not all PLEX categories were present in the reports. Three PLEX categories did not appear at all as core experience, namely Challenge, Cruelty, and Eroticism. In addition, there were core experiences which could not be articulated on the basis of PLEX categories. These core experiences were labeled Satisfaction, Disappointment, Attachment, Memory creation, Unsatisfied, Embarrassment, and Empower. A more detailed analysis of core experiences in the reports is presented by Arrasvuori et al. [3].

Figure 2 Occurrence of the triggering contexts in the experience reports

The most frequently emerging triggering contexts were the Device, Task, and Social categories. 72% of triggering contexts belonged to these three categories. As the users usually had a task they needed to accomplish, device features were quite often determining whether they would be successful or not. Therefore, Device and Task contexts were the most common triggering contexts. In many reports, the participants were also describing experiences determined by Social context. In those experience reports where the Social context had an influence on the user experience, the participants described how they needed to take care of other persons in one way or another, and using their personal device helped them to solve the situation conveniently. Another typical case was that other person’s behavior prevented the user from interacting with the device as they would have liked and they needed to find alternative ways to do things or drop the idea totally. The Service and Environment context categories form the next notable group of triggering contexts influencing core experiences. Most of the personal products in the study were stand-alone applications or products and they did not use the network in any way. This is mainly the reason why the Device context was more influential compared to Service context. The participants described that the weather or noise level influenced their experience of using a product, which are part of Environment context. The final group of context categories that affected core experience was that consisting of the Personal and Spatio-Temporal contexts. With heart rate monitors and fitness applications, the Personal context was regarded few times as the triggering context. In these reports, the participants were describing how their own physical fitness affected the experience when they were using the products. From the Spatio-Temporal context, participants considered that pace and visualization of location in a navigation application were triggering contexts for core experiences. In five reports, no triggering context could be identified due to the abstraction of the experience description. Access Network was found as a contextual factor in several reports, but it was never identified as a triggering context for the core experience.

5.4 Core Experiences The analysis of the experience reported revealed that the triggering contexts elicit very different kinds of core experiences from users. For example, when the triggering context was the Device context, the core experience was referring to 13 PLEX categories. The Task context provided 11 different core experiences and Social context was the triggering context for 8 different core experiences.

6. DISCUSSION In order to understand user experience in a specific situation, it is essential to identify the detailed contextual factors that influence the experience. In different situations the user experience may be different, even though a user is performing the same tasks and using the product in a similar fashion. However, there are some challenges to how the influence of a context can be captured in analysis. Forlizzi and Battarbee describe experience as a constant stream of interaction sequences that change user behavior and emotions [11], and the challenge is to identify particular experiences from the stream. Isomursu et al. have stated that certain methods have difficulties in obtaining information about the dynamic nature of the experience and the influence that context has on the experience [18]. We approached these challenges by using experience reports to gather data on the dynamic nature of user experience and on how context influences it. In the experience reports we obtained, users described episodes of their interaction with personal mobile products, and their thoughts and feelings. These episodes lasted from minutes to some hours of use. In our study, the reporting activity was good, and we received 116 reports from 21 participants over a 10-day study period. The success with the number of the reports probably stems from the fact that participants were using their own personal product on a daily basis, and therefore, it was easy to write about their experiences. Participants were free to make the reports as long as they liked, and to use their preferred language. We think that some of the reports were more colorful and caught the details of user experience better because of this freedom. In previous studies, context has often been understood as a single influencing factor, such as work context or mobile context [20]. As such, context becomes too abstract and may not be useful when analyzing the influence context has on user experience. A more fine-grained context classification is needed. On the basis of Guarneri et al. [15], we defined a categorization with eight distinct context categories. The categorization takes into account the environment in which interaction occurs, the user or other people who are involved in the interaction, other tasks that occur

1. 생각보다 시공간 맥락의 영향을 적게 받는다.

2. 모바일 디바이스의 경우 목적성이 있는 경우가 많기

때문에 Personal Context도 영향이 적다.

3.Device나 Task, Social이 경험을 결정짓는 가장 큰

요소로 파악되었다.

Result

8. Core Experience

Control (13%) - Dominating, commanding, regulating

Fellowship (11%) - Fellowship Friendship, communality or intimacy

Simulation (9%) - Simulation An imitation of everyday life

Discovery (9%) - Finding something new or unknown

Challenge, Cruelty and Eroticism은

등장하지 않음

Discussion

“The core part of our study was the analysis of triggering context and how it helped to pinpoint the core experience in experience reports.”

트리거링 컨텍스트에 대한 분석을 하였으며,

이는 experience report 안에서 중심 경험을 정확히 찾아내는 것을 도와주었다.

“Previous studies have emphasized the significance of physical and social contexts for the user experience of mobile systems, as they are the most frequently studied”

물리적, 사회적인 맥락 뿐만 아니라 모바일 디바이스 사용에 있어서 고려되어야 하

는 맥락들을 카테고라이징 하였다.

Discussion

“One direction is to determine if there are regularities between triggering contexts and core experiences.”

현재 트리거링 컨텍스트와 중심 경험 사이에 명확한 규칙이 없다.

positive와 negative뿐인데 이를 조금 더 명확하게 할 필요가 있다.

“In our study, Access Network was present in many experience reports as part of contextual factors which affect user experience, but it was never regarded as a triggering context for a core experience.”

사용자들이 직접 적는 것이기에 특정 맥락 요소들에 대한 내용이 리포트에 써있지

않은 경우가 있었다.

이에 대한 심도 있는 조사를 위해서는 리포트 형식 이외에 사용자 관찰이라는 방법

이 병행되어야 할 것이다.

Conclusion

Contextual Factor들이 사용자 경험에 영향을 준다는 사실에서 연구 출발

Contextual Factor들을 찾아 낼 방법으로 Experience Report를 이용

맥락 요소 중 핵심이 되는 사용자경험을 이끌어낸 Trigger Context를 찾아 냄

모바일 디바이스에서 가장 중요하게 고려되는 맥락 요소가 무엇인지 결론을 맺음

Bomi’s insight - 1

맥락(Context)이라는 중요한 요소이지만 연구하기 힘든 요소를

정성적으로 분석하여 발표한 논문.

사실 사용자가 언제, 어디에서, 어떤 이유로, 어떤 식으로, 누구와 특정 모바일 디바이스

를 사용할지 예측하기는 너무 어려운 문제.

그럼에도 사용자가 상품이나 서비스를 사용하는 맥락을 고려하여 상품 디자인/서비스 디

자인을 하는 것이야말로 UX적 접근이 아닐까.

맥락(Context) 관련 논문을 처음 읽어보아 온통 신기한 것 투성.

하지만 UX evaluation에 관심 있는 나에게 매우 흥미로운 컨셉의 논문이었음

Triggering Context라는 개념은 새로웠다.

Bomi’s insight - 2

그렇지만 과연 이렇게 Mobile Products라는 큰 범위로 실험을 진행했을 때,

유의미한 결과라고 할 수 있을까?

스마트폰, 엠피쓰리, 디지털카메라, 전자 사전, 심박기...

모바일 디바이스이긴 하지만 하는 기능들이 다 다른데.....

Triggering Context와 Core Experience 의 통계는 조금 더 세분화해서 보여줬으면....

논문의 주제가 Triggering Context인지, Contextual Factors Categorizing인지,

PLEX를 통한 UX경험 분석인지....

저자들이 너무 많은 이야기를 한꺼번에 논문 안에 담고 있다. 과유불급.....

누가 분석하는지에 따라 같은 내용이라도 다르게 볼 수 있을텐데.

이에 대한 보완책을 제시해야 하지 않을까.

Q&A/2301��

2011-11-24 l UX Lab l Bomi *

(발제) analysing user experience of personal mobile products through contextual factors +mum 2010...

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