Sung-Ho Han

Abstract The term user experience (UX) encompasses the concepts of usability and affective engineering. However, UX has not been defined clearly. In this study, a literature survey, user interview and indirect observation were conducted to develop definitions of UX and its elements. A literature survey investigated 127 articles that were considered to be helpful to define the concept of UX. An in‐depth interview targeted 14 hands‐on workers in the Korean mobile phone industry. An indirect observ

A fundamental assumption in this paper is that user satisfaction depends on product design. The approach consists of 5 steps: (1) define user satisfaction, (2) decompose product design elements, (3) conduct experiments, (4) develop relationship models, and (5) analyse critical design features. In order to demonstrate the practicability of this approach, relationship models were developed based on experimental data using a total of 60 subjects (30 American and 30 Korean subjects). In addition, cr

Abstract A variety of mobile phones are available to consumers. They differ from each other in many design features including shape, color, size, and material. This study attempts to identify some of the design features of a mobile phone critical to user satisfaction. Empirical models linking design features to satisfaction levels were developed and used to identify critical design features. Design properties common to “desirable” and “undesirable” phones were then extracted by comparing the val

Abstract A customer journey map (CJM) is a widely used tool to represent user experience with a service. Although numerous companies have used this tool to improve existing services or to develop new services, the maps are neither consistent nor mutually compatible because no clear design process for a CJM has been presented. This study aimed to develop a design process and rule sets for a CJM based on a human factors approach. The 10‐step process and the rule sets were built on case studies of