Alexandre N. Tuch
ABSTRACT
Recent research in user experience (UX) has studied narratives, users' account of their interaction with technology. It has emphasized specific constructs (e.g., affect, needs, hedonics) and their interrelation, but rarely analyzed the content of the narratives. We analyze the content and structure of 691 user-generated narratives on positive and negative experiences with technology. We use a multi-method approach consisting of manual (structural analysis of narratives) as well as of automated content analysis methods (psycholinguistic analysis and machine learning). These analyses show converging evidence that positive narratives predominantly concern social aspects such as family and friends. In addition, technology is positively experienced when it enables users to do things more efficiently or in a new way. In contrast, negative narratives often express anger and frustration due to technological failures. Our multi-method approach illustrates the potential of automated (as opposed to manual) content analysis methods for studying text-based experience reports.
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Index Terms
- Analyzing users' narratives to understand experience with interactive products
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