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Web Analytics for User Experience: A Systematic Literature Review

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Design, User Experience, and Usability: UX Research and Design (HCII 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12779))

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Abstract

User experience is an essential software quality concept for companies nowadays. Development teams attempt to guarantee that their digital products provide a satisfying experience. Likewise, several evaluation methods have emerged to determine if the software product's interfaces are understandable, intuitive, and attractive to users. However, few of these methods suggest the use of data analytics for user experience evaluation. Many companies use tools that allow them to obtain multiple data about using their leading websites but do not use this information to generate relevant results that can be used to improve the design of their graphical interfaces. In this study, we present the results of conducting a systematic literature review to identify case studies that report web analytics usage to evaluate websites' user experience. The search retrieved a total of 315 papers. The databases used for this review were: Scopus, Web of Science, IEEExplore, and ACM Digital Library. After applying the inclusion and exclusion criteria, 18 relevant articles were obtained, which have allowed answering the research questions. The results show a tendency to incorporate data analysis to explain specific design problems or usability issues. Additionally, we have identified some methodological proposals that have been established on how to use data analytics for the user experience evaluation process and some metrics that could offer relevant information about the degree of ease of use of a website.

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Acknowledgement

This study is highly supported by the Section of Informatics Engineering of the Pontifical Catholic University of Peru (PUCP) – Peru, and the “HCI, Design, User Experience, Accessibility & Innovation Technologies” Research Group (HCI-DUXAIT). HCI-DUXAIT is a research group of PUCP.

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Authors and Affiliations

  1. Pontificia Universidad Católica del Perú, Av. Universitaria 1801, San Miguel, Lima 32, Peru

    Fryda Palomino, Freddy Paz & Arturo Moquillaza

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  1. Fryda Palomino
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  2. Freddy Paz
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  3. Arturo Moquillaza
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Correspondence to Fryda Palomino .

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Editors and Affiliations

  1. Hunan University, School of Design, Changsha, China

    Marcelo M. Soares

  2. World Usability Day and Rabb School of Continuing Studies, Division of Graduate Professional Studies, Brandeis University, Newton Center, MA, USA

    Elizabeth Rosenzweig

  3. Aaron Marcus and Associates, Berkeley, CA, USA

    Aaron Marcus

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Palomino, F., Paz, F., Moquillaza, A. (2021). Web Analytics for User Experience: A Systematic Literature Review. In: Soares, M.M., Rosenzweig, E., Marcus, A. (eds) Design, User Experience, and Usability: UX Research and Design. HCII 2021. Lecture Notes in Computer Science(), vol 12779. Springer, Cham. https://doi.org/10.1007/978-3-030-78221-4_21

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  • DOI: https://doi.org/10.1007/978-3-030-78221-4_21

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  • Online ISBN: 978-3-030-78221-4

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