Volume 14, Issue 1, November 2018

Introduction to Volume 14, Issue 1, November 2018

Bill Albert and James R. Lewis

For our November 2018 issue, we start with an editorial from Jim Lewis, “Is the Report of the Death of the Construct of Usability an Exaggeration?” In this essay, he argues that the construct of usability is not at a dead end as recently suggested in an important paper by Noam Tractinsky, but instead has been and should continue to be fruitful in user experience research and practice… [Read More]

Invited Essay: Is the Report of the Death of the Construct of Usability an Exaggeration?

James R. Lewis

In 2018, Noam Tractinsky published a provocative paper entitled, “The usability construct: A dead end?” Tractinsky’s paper is undoubtedly a valuable contribution to the literature of usability science. Although I do not agree with its premises or conclusions, I admire its construction and I learned a lot from reading it. I hope that it will lead to additional research that will improve the understanding of the construct of usability, as it has inspired the writing of this essay. Following are the reasons why I disagree with his arguments. [Read More]

A Structural Model for Unity of Experience: Connecting User Experience, Customer Experience, and Brand Experience

Hye-jin LeeKatie Kahyun Lee, and Junho Choi

Understanding customer experience from a holistic perspective requires examination of user experience in the context of marketing and branding. This study attempts to underpin the effects of UX on brand equity by developing and verifying a conceptual framework that connects user experience (UX), customer experience (CX), and brand experience (BX). A structural equation modeling test using data from smartphone users verified the effects of UX on brand equity mediated by CX.  [Read More]

Three Contexts for Evaluating Organizational Usability

Morten Hertzum

Organizational usability is about the match between the user and the system, between the organization and the system, and between the environment and the system. While the first of these matches can, to a large extent, be evaluated in the lab, the two others cannot. Organizational usability must instead be evaluated in situ, that is, while the system is used for real work. We propose three contexts for such evaluation: pilot implementation, technochange, and design in use. [Read More]

Comparison of Item Formats: Agreement vs. Item-Specific Endpoints

James R. Lewis

The current study was an investigation of the extent to which items constructed with an agreement format were affected by acquiescence bias relative to responses to a matched set of items designed with item-specific formats. Despite published concerns about the potential effect of acquiescence bias on responses to items using an agreement format, the results of this study found no evidence for such bias, at least in the context of user experience research. Both agreement and item-specific formats appeared to work equally well. [Read More]