How User Experience Changes over Time: A Case Study of Social Network Services

Abstract

While interacting with a product or a service, people have diverse experiences, which constitute user experience (UX). In this study, the hierarchical dimensions of UX were considered, including overall UX, its elements (usability, affect, and user value) and their subelements. To determine how UX changes over time, the temporal changes of the influence of each element and subelement were analyzed. Twenty subjects participated in a longitudinal experiment by using a social network service (SNS). The most important element of UX changed from usability to user value after one week of use. These results suggest that adoption of an SNS occurs in two phases: a phase of affected by usability and a phase affected by user value. Identification of these phases and the systematic approach used in the study are expected to contribute to design and evaluation of new SNSs and other products and services. (C) 2014 Wiley Periodicals, Inc.