User experience evaluation method based on online product reviews

Cheng, Fangmin, Yu, Suihuai, Qin, Sheng-feng, Chu, Jianjie and Chen, Jian (2021) User experience evaluation method based on online product reviews. Journal of Intelligent and Fuzzy Systems, 41 (1). pp. 1791-1805. ISSN 1064-1246

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Abstract

Evaluating the quality of the user experience (UX) of existing products is important for new product development. Conventional UX evaluation methods, such as questionnaire, have the disadvantages of the great subjective influence of investigators and limited number of participants. Meanwhile, online product reviews on e-commerce platforms express user evaluations of product UX. Because the reviews objectively reflect the user opinions and contain a large amount of data, they have potential as an information source for UX evaluation. In this context, this study explores how to evaluate product UX through using online product reviews. A pilot study is conducted to define the key elements of a review. Then, a systematic method of product UX evaluation based on reviews is proposed. The method includes three parts: extraction of key elements, integration of key elements, and quantitative evaluation based on rough number. The effectiveness of the proposed method is demonstrated by a case study using reviews of a wireless vacuum cleaner. Based on the proposed method, designers can objectively evaluate the UX quality of existing products and obtain detailed suggestions for product improvement.

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