Do Online Reviews Reveal Mobile Application Usability and User Experience? The Case of WhatsApp

2019 Federated Conference on Computer Science and Information Systems (FedCSIS) Pub Date : 2019-09-26 DOI:10.15439/2019F289

Paweł Weichbroth, Anna Baj-Rogowska

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引用次数: 8

Abstract

The variety of hardware devices and the diversity of their users imposes new requirements and expectations on designers and developers of mobile applications (apps). While the Internet has enabled new forms of communication platform, online stores provide the ability to review apps. These informal online app reviews have become a viral form of electronic word-of-mouth (eWOM), covering a plethora of issues. In our study, we set ourselves the goal of investigating whether online reviews reveal usability and user experience (UUX) issues, being important quality-in-use characteristics. To address this problem, we used sentiment analysis techniques, with the aim of extracting relevant keywords from eWOM WhatsApp data. Based on the extracted keywords, we next identified the original users’ reviews, and individually assigned each attribute and dimension to them. Eventually, the reported issues were thematically synthesized into 7 attributes and 8 dimensions. If one asks whether online reviews reveal genuine UUX issues, in this case, the answer is definitely affirmative.

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在线评论能揭示手机应用的可用性和用户体验吗?WhatsApp案例

硬件设备的多样性及其用户的多样性对移动应用程序的设计师和开发人员提出了新的要求和期望。互联网催生了新形式的交流平台，在线商店提供了审查应用程序的能力。这些非正式的在线应用评论已经成为一种病毒式的电子口碑(edom)，涵盖了大量问题。在我们的研究中，我们为自己设定的目标是调查在线评论是否揭示了可用性和用户体验(UUX)问题，这是重要的使用质量特征。为了解决这个问题，我们使用了情感分析技术，目的是从edom WhatsApp数据中提取相关关键词。基于提取的关键字，我们接下来识别原始用户的评论，并为其单独分配每个属性和维度。最终，报告的问题按主题合成为7个属性和8个维度。如果有人问在线评论是否揭示了真正的用户体验问题，在这种情况下，答案绝对是肯定的。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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2019 Federated Conference on Computer Science and Information Systems (FedCSIS)

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