사용자 경험 특성

Flow Conservation (원활성; 흐름의 에너지가 유지됨)

Sureness (확신성; 확신을 가지고 사용함)

Explorability (탐험성; 탐험이 쉽게 느껴짐)

Predictability (예측성; 예측이 잘 됨)

Learnability (학습성; 사용 중에 쉽게 배워짐)

Safety (안전성; 안전이 유지됨)
HMI 설계 특성

Proper Display (제시 적절성)

Information Aiding (정보도움 기능)

Perceptual Consistency (지각적 일관성)

Mental-Model Coherence (심적모형 정합성)

Organization (조직화)

Mental-Model Simplicity (심적모형 단순성)

Affordance (어포던스)

Guidance (인도성)

Attention Handling (주의력 사용)

Hinting (힌팅)

Interpretability (해석가능성)

Efficiency (효율성)

Relation Compatibility (관계 병립성)

Initiating (시작 지원)

Interaction Consistency (상호작용 일관성)

Feedback (피드백)

Closure (매듭지음)

Error-caring (실수 대응)
경험특성과 설계특성
UX Aspects
HMI Characteristics
Ease (Obser-Ident)
Proper Display
Perceptual Consistency
Organization
Affordance
Attention handling
Ease (DM-Action)
Interpretability
Relation Compatibility
Interaction Consistency
Closure
Information Aiding
Ease (Expln-Learning)
MM Coherence
MM Simplicity
Predictability
Also Affected by
Ease (Obser-Ident)
Sureness
Ease (DM-Action)
Ease (Expln-Learning)
Sureness
Guidance
Hinting
Ease (DM-Action)
Predictability
Flow Conservation
Efficiency
Sureness
Explorability
Explorability
Initiating
Feedback
Error-caring
Efficiency
Predictability
Flow Conservation
Learnability (depth)
Guidance
Hinting
Ease (Expln-Learning)
Safety
경험특성과 설계특성
UX Aspects
HMI Characteristics
Ease (Obser-Ident)
Proper Display
Perceptual Consistency
Organization
Affordance
Attention handling
Ease (DM-Action)
Interpretability
Relation Compatibility
Interaction Consistency
Closure
Information Aiding
Ease (Expln-Learning)
MM Coherence
MM Simplicity
Predictability
Also Affected by
Ease (Obser-Ident)
Sureness
Ease (DM-Action)
Ease (Expln-Learning)
경험특성과 설계특성
UX Aspects
HMI Characteristics
Also Affected by
Sureness
Guidance
Hinting
Ease (DM-Action)
Predictability
Flow Conservation
Efficiency
Sureness
Explorability
Explorability
Initiating
Feedback
Error-caring
Efficiency
Predictability
Flow Conservation
Learnability (depth)
Guidance
Hinting
Ease (Expln-Learning)
Safety
Safety Enforcement
Safety Guide
Nielsen and Molich's Nine Heuristics









Simple and natural dialog - Simple means no irrelevant or rarely used information.
Natural means an order that matches the task.
Speak the user's language - Use words and concepts from the user's world.
Don't use system-specific engineering terms.
Minimize user memory load - Don't make the user remember things from one
action to the next. Leave information on the screen until it's not needed.
Be consistent - Users should be able to learn an action sequence in one part of the
system and apply it again to get similar results in other places.
Provide feedback - Let users know what effect their actions have on the system.
Provide clearly marked exits - If users get into part of the system that doesn't
interest them, they should always be able to get out quickly without damaging
anything.
Provide shortcuts - Shortcuts can help experienced users avoid lengthy dialogs
and informational messages that they don't need.
Good error messages - Good error messages let the user know what the problem
is and how to correct it.
Prevent errors - Whenever you write an error message you should also ask, can
this error be avoided?
High-level constructs of UX

Utility:
Bases for defining the user experience measures
• Does the user perceive the functions in the system as useful and fit
for the purpose?

Usability:
• Does the user feel that it is easy and efficient to get things done with
the system?

Aesthetics:
• Does the user see the system as visually attractive? Does it feel
pleasurable in hand?

Identification:
• Can I identify myself with the product? Do I look good when using it?

Stimulation:

Value:
• Does the system give me inspiration? Or wow experiences?
• Is the system important to me? What is its value for me?
UX and Service
Product
Interface
Interaction
Product
Interface
Interaction quality
User Experience
Service
Product
Interface
Service quality
Service Experience
8 Factors of Service Quality
Garvin, 1988

performance

features

conformance

reliability

durability

serviceability

aesthetics

customer-perceived quality.
5 Dimensions of Service Quality
Parsuraman

Tangibles
• appearance of the physical surroundings and facilities, equipment, personnel
and the way of communication - about creating first hand impressions.

Reliability
• performing and completing their promised service, quality and accuracy

Responsiveness
• willingness to help customers in providing them with a good, quality and fast
service

Assurance
• skilled workers which are able to gain the trust and confidence of the customers

Empathy
•
individualized attention to their customers, to make the customers feeling
extra valued and special (abs 2+3+4)
A Comprehensive Framework for Service
Quality
Dabholkar, et al, 2000
Service Quality as the Mediator
시스템 내의 인간활동
Domain Means-Ends Structure
Task Situation
Tasks in Decision Terms
Strategy & Mental Model
User’s Cognition & Criteria
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