User-Experience based Evaluation of the Jaxber App
Montero, Heidy (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020090220050
https://urn.fi/URN:NBN:fi:amk-2020090220050
Tiivistelmä
Technology has revolutionised the way that companies are run, and the competition
between enterprises is fierce as breakthrough developments occur daily in the IT
industry. Hence the sustainable development of competitive advantage is a priority for
any enterprise wishing to survive, let alone excel on the market. User-Experience (UX) is
one of the possible contemporary approaches aiming at achieving a competitive
advantage. There are different models proposed for UX evaluation to address the user's
needs efficiently. The objective of the study was to evaluate the user experience of the
Jaxber mobile app as a potential source of competitive advantage and to find out which
of the selected properties have changed over the years 2017 – 2018 and to inform the
future development of the Jaxber app. A Holistic Model for UX evaluation was used as a
theoretical framework in this study.
A repeated cross-sectional mixed-methods study was implemented based on qualitative
and quantitative secondary data provided by the organisation. ANOVA analysis and the
Nonparametric Kruskal-Wallis Test were used for quantitative data analysis, and
sentiment analysis and the cloud of terms were applied to qualitative data.
The triangulation of results revealed that quantitative and qualitative results are
complementary to each other. There was a statistical change for three (usefulness,
novelty, and productiveness) of the seven selected properties. Sentiment analysis
showed that the general opinion of the users of the Jaxber app is positive.
Recommendations for improvement of the Jaxber app that came from the end-users of
the mobile solution, when prioritized and implemented, may become a source of possible
competitive advantages in the future.
between enterprises is fierce as breakthrough developments occur daily in the IT
industry. Hence the sustainable development of competitive advantage is a priority for
any enterprise wishing to survive, let alone excel on the market. User-Experience (UX) is
one of the possible contemporary approaches aiming at achieving a competitive
advantage. There are different models proposed for UX evaluation to address the user's
needs efficiently. The objective of the study was to evaluate the user experience of the
Jaxber mobile app as a potential source of competitive advantage and to find out which
of the selected properties have changed over the years 2017 – 2018 and to inform the
future development of the Jaxber app. A Holistic Model for UX evaluation was used as a
theoretical framework in this study.
A repeated cross-sectional mixed-methods study was implemented based on qualitative
and quantitative secondary data provided by the organisation. ANOVA analysis and the
Nonparametric Kruskal-Wallis Test were used for quantitative data analysis, and
sentiment analysis and the cloud of terms were applied to qualitative data.
The triangulation of results revealed that quantitative and qualitative results are
complementary to each other. There was a statistical change for three (usefulness,
novelty, and productiveness) of the seven selected properties. Sentiment analysis
showed that the general opinion of the users of the Jaxber app is positive.
Recommendations for improvement of the Jaxber app that came from the end-users of
the mobile solution, when prioritized and implemented, may become a source of possible
competitive advantages in the future.