Slides from CHI 2009 paper: Karapanos E., Zimmerman J., Forlizzi J., Martens J.-B. User Experience Over Time: An Initial Framework, In Proceedings of the 27th international Conference on Human Factors in Computing Systems (Boston, MA, USA, April 04 – 09, 2009). CHI’09. ACM, New York, NY, 729-738. DOI= http://doi.acm.org/10.1145/1518701.1518814

1. User Experience Over Time
An Initial Framework
Orientation Incorporation Identification
Evangelos Karapanos, John Zimmerman, Jodi Forlizzi, Jean‐Bernard Martens

2. User Experience: Beyond usability
• Stimulation & Identification
– Hassenzahl (‘04)
• Symbolism
– Tractinsky & Zmiri ‘06, Forlizzi ’07
• Visual aesthetics
– Tractinsky ’04, Mahlke ’06
• Aesthetics in interaction
– de Angeli ’06, Frens ’06

3. User Experience
How do users form overall evaluative judgments
about interactive products?
Hassenzahl, 2004

4. Are these relations stable over time?

5. User experience over time
An exploratory study
10 subjects received an innovative pointing device for 4 weeks
and rated it using Hassenzahl’s AttrakDiff2 questionnaire
during Week 1, and Week 4

6. User experience over time
An exploratory study
Items close together are highly correlated. Lines represent clusters.

7. A framework of adoption
• Silverstone & Haddon (‘92)
– Commodification
– Appropriation
– Conversion

8. Can users’ experiences be articulated in
terms of distinct phases?

9. A 5‐week study of iPhone’s adoption
• Why iPhone
– Successful over prolonged use
– beyond usability & usefulness
• Participants: 6
– Prescreening: fake sale advert
– All but one previously owned a smart phone
– Bias for technical background

10. Day Reconstruction Method
Kahneman et al. 2004
Capturing in‐situ data retrospectively
• Experience Sampling Method
– High levels of participant burden
– Not feasible to retrieve rich qualitative accounts
• How does DRM work?
– Takes place at the end of the day
– All experiences are listed in a chronological order
• Every experience is recalled in relation to preceding ones

11. Procedure
• 1 week before Purchase: List your expectations

12. Procedure
• During the 4 weeks:

13. Procedure
• During the 4 weeks: Day Reconstruction

14. Procedure
• During the 4 weeks: Experience Narration
Now think of the three experiences that were for you personally most
satisfying or unsatisfying experiences of today. Please, use your
own feeling or a definition of what “satisfying” and “unsatisfying experience”
means. Take a couple of minutes to be sure to come up with three most crucial
experiences; you may also want to write them down for yourself. We want you to
be open as to which experiences to report.

15. Procedure
• During the 4 weeks: Experience Narration

16. Analysis
• 482 experience narratives
• Conventional Content Analysis (Hsieh, 2005)
1. Open coding: 70 codes referring to 700 instances
I can read the news, or check my email much faster than I used to be
able to do because I don't have to start up my computer and log in
[+, fast access to information] I am not quite sure if this is a good
thing; now I really feel connected ALL the time… [‐, increased
connectedness].

17. Analysis
• 482 experience narratives
• Conventional Content Analysis (Hsieh, 2005)
2. Axial coding:
• 15 codes, e.g. visual aesthetics, fast access to
information, daily ritual
• 6 overall categories: Stimulation, Learnability, Long‐term
usability, Usefulness, Personal & Social Identification

18. Analysis
• 482 experience narratives
• Conventional Content Analysis (Hsieh, 2005)
3. Narrative Classification:
• As primarily related to one of the of 15 (6) categories
• Interrater Agreement K=.88

19. Analysis
• 482 experience narratives
• Conventional Content Analysis (Hsieh, 2005)
4. Temporal Distribution of the 6 qualities
• Identified 3 Phases: Orientation, Incorporation, Identification

20. Orientation
Stimulation induced by the product’s
visual aesthetics (n=12)
and the aesthetics in interaction (n=21)
“when I clicked on the album, I just loved the way it
turned around and showed all the songs in it”
Learnability (n=38), reflecting the simplicity
with which initial tasks could be carried out
“I tried to set up my iPhone's WiFi which I expected
would be a little bit difficult... it was just 3 steps
away! amazing! 3 steps away! It automatically
detected the WLan and then connected to it.”

21. Incorporation
Long‐term usability (n=43) reflecting
design aspects that enhanced efficiency
over time
“turning the iPhone sideways not only turns the page
but also magnifies it, so text is easily readable. Truly
well done! I don't see this kind of attention to details
too often”

22. Incorporation
Usefulness (n=70) reflecting ways in which
the product was becoming meaningful
through its appropriation in diverse settings
Fast access to information (n=33)“it's so easy to just
pick up the phone to check the web rather than having
to switch the computer on ‐ I am becoming a great fan
of it. It's simply saving time”
alleviating boredom in idle periods (n=18) “I like
playing ‐ I find it a nice activity when waiting, traveling
and at any point when I can’t really do anything else”
capturing momentary information (n=11)“Now I tend
to go jogging when I want to think of my work as I can
easily write down whatever comes to my head”

23. Identification
Social
•Enabling self‐expression (n=18)
“… I felt good having a BETTER device…”
•Creating a sense of community (n=13)
“Yet another friend of ours has an iPhone. It's a
guaranteed subject of conversation if you see
another person having it…”
Personal
•Participating in daily rituals (n=8)
“I put a lot of pictures of my daughter on the
iPhone… I like that functionality very much, and I
look at the pictures at least a few times a day”

24. Expectations
76% opportunities for positive
experiences
“…synchronizing iPod with iCal was not that
easy… iPhone will make my life much easier
because of its seamless integration with
Mac’s iCal”
24% fears of negative implications
“… I am curious how the virtual keyboard
will be working on the iPhone. I hope it’s not
going to have too small keys and it will be
really responsive”
Impact on post‐purchase judgments?

25. Are your expectations of the same
importance as before the purchase?
• only 28% remained stable
• 53% increased
– 87% out of them confirmed or
exceeded
– Users could not predict their
impact
• 19% decreased
– Mostly disconfirmed, though not
leading to dissatisfaction
– Unrealistic: “Hoped for, but not
expected”

27. What motivates prolonged use?

28. Designing for meaningful mediation

29. Designing for the self

30. Designing for daily rituals

31. User Experience Over Time
An Initial Framework
Orientation Incorporation Identification
Evangelos Karapanos, John Zimmerman, Jodi Forlizzi, Jean‐Bernard Martens