An exploration of expressive feedback as a method for improving the human-computer relationship

Flind, Alison

Abstract

A growing community of designers have begun to focus on the emotional aspects of system design as they seek to improve the user experience (UX), by developing applications that elicit positive responses from users that motivate them to learn, play or socialise. Historically, user emotion research has primarily been conducted via quantitative methods, within narrow contexts collecting verbal data that is recalled after the event. Evidence suggests that the dynamic and shifting nature of user emotion requires that it should also be studied via qualitative methods, practiced longitudinally and capturing both verbal and non-verbal data, as the hedonic qualities of a system often only become apparent over time.

This study seeks to develop a better understanding of user emotion and the factors that affect it by exploring the application of a novel constructive technique called expressive feedback (EF) as a method for improving the human-computer relationship.

Participants in the EF experiment were creative professionals who used their computer to promote their work and expressed their feelings about their computer use over a period of time, in the form of sketches, paintings, poetry, sculpture and dance which were gathered in-context or recalled after the event.

The data produced provides deep insights into the users' emotions within different contexts for use, which can be used to support or augment existing user evaluation or requirements processes. The openness of the technique also enabled users to define their own methods that could be further developed for application in UX research or practice. In some instances, participation in the process had a positive impact on the users and their relationship with their computers, prompting them to make plans to address their issues or in some cases appearing to improve their levels of computer self-efficacy and reducing their anxiety.

• Thesis Type: Thesis
• Deposit Date: Jan 11, 2017
• Publicly Available Date: Jan 11, 2017
• Keywords: interaction design, user experience design, emotional interaction, user emotion, computer anxiety, human computer interaction, user frustration, non-verbal data, requirements gathering, evaluation, expressive feedback, qualitative research methods, user-c
• Public URL: https://uwe-repository.worktribe.com/output/835842
• Contract Date: Jan 11, 2017
• Award Date: Apr 14, 2015