Abstract
Consequential and systematic analysis of IT systems usage with the aim to improve end-user experience is one of the most crucial in the era of total life digitalization. In fact, there are different methods for user’s behaviour analysis in the context of his experience assessment; however the corresponding tools mostly are focused on visual representation of user’s activities and system states transitions. User’s journey maps are a common user experience (UX) notation, which, depending on the context, can be used in a variety of ways. In UX tools, it is supported at the user interface (UI) development and testing stages as extended notation in multiple possible shapes, sizes, and formats. eStepControl is a tool, which supports identification and visual representation of IT system users behaviour, integrating UX analysis based on users journeys maps and gives an ability to analyse data about user sessions – to identify the most interesting cases for UX specialist and to make appropriate conclusions. The goal of this paper is to demonstrate functionality of eStepControl on the example of an internet bank, which is a suitable and logical representative of high UX importance in IT systems. This article covers brief description of the approach used for UX analysis, based on machine learning algorithms, statistical analysis methods and graph search and transformations techniques, as well as shows real UX analysis use cases of eStepControl tool for one day usage of the internet bank.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Schwab, K.: The Fourth Industrial Revolution, 172 p. World Economic Forum, Geneva (2016). ISBN 978-1-944835-01-9
Voskresenskaya, E., Vorona-Slivinskaya, L., Panov, S.: Digital transformation of social sector as the factor of development and security of the country. In: E3S Web of Conferences, vol. 135, no. 10, p. 03075 (2019). https://doi.org/10.1051/e3sconf/201913503075
Hofmann, S., Ogonek, N.: Different but still the same? How public and private sector organisations deal with new digital competences. J. E-Gov. 16, 127–135 (2018)
Maxwell, L., Taner, E., Jonathan, G.M.: Digitalisation in the public sector: determinant factors. Int. J. IT/Bus. Align. Gov. 10, 35–52 (2019). https://doi.org/10.4018/IJITBAG.2019070103
Ņikiforova, O., Zabiniako, V., Kornienko, J., Gasparoviča-Asīte, M., Siliņa, A.: Mapping of source and target data for application to machine learning driven discovery of IS usability problems. Appl. Comput. Syst. 26(1), 22–30 (2021). https://doi.org/10.2478/acss-2021-0003
Ņikiforova, O., Zabiniako, V., Kornienko, J., Gasparoviča-Asīte, M., Siliņa, A.: Solution for analysis of IT systems users behaviour by using AI/ML algorithms. Appl. Comput. Syst. 26(2), 107–115 (2021)
eStepControl Homepage. https://estepcontrol.com. Accessed 14 Jan 2022
Hassenzahl, M.: User experience (UX): towards an experiential perspective on product quality. In: Proceedings of the 20th Conference on l’Interaction HommeMachine (IHM), pp. 11–15. ACM Press (2008)
Bargas-Avila, J., Hornbæk, K.: Old wine in new bottles or novel challenges? A critical analysis of empirical studies of user experience. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI), pp. 2689–2698. ACM Press (2011)
Law, E., Roto, V., Hassenzahl, M., Vermeeren, A., Kort, J.: Understanding, scoping and defining user experience. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI), pp. 719–728. ACM Press (2009)
Oh, J., Lee, U.: Exploring UX issues in quantified self technologies. In: 2015 Eighth International Conference on Mobile Computing and Ubiquitous Networking (ICMU), pp. 53–59 (2015). https://doi.org/10.1109/ICMU.2015.7061028
Wong, C.Y., Chu, K., Pauzi, M.: Advocating UX practice in industry: lessons learnt from UX innovate bootcamp. In: 2016 4th International Conference on User Science and Engineering (i-USEr), pp. 204–209 (2016). https://doi.org/10.1109/IUSER.2016.7857961
Babich, N.: A Beginner’s Guide to User Journey Mapping. UX Planet (2019). https://uxplanet.org/a-beginners-guide-to-user-journey-mapping-bd914f4c517c. Accessed 14 Jan 2022
Roth, R.: User interface and user experience (UI/UX) Design. Geogr. Inf. Sci. Technol. Body Knowl. (2017). https://doi.org/10.22224/gistbok/2017.2.5
Behare, N., Waghulkar, S., Shah, S.A.: A theoretical perspective on customer experience (CX) in digital business strategy (2018). https://doi.org/10.1109/RICE.2018.8509079
Pribeanu, C.: A revised set of usability heuristics for the evaluation of interactive systems. Informatica Economica 21(3/2017), 31–38 (2017). https://doi.org/10.12948/issn14531305/21.3.2017.03
Degen, H., Guillen, G., Schmidt, H.: Effectiveness and cost-benefit ratio of weekly user group sessions. In: Marcus, A., Wang, W. (eds.) HCII 2019. LNCS, vol. 11583, pp. 208–221. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-23570-3_16
Saket, B., Endert, A., Stasko, J.: Beyond usability and performance: a review of user experience-focused evaluations in visualization. In: Proceedings of the Sixth Workshop on Beyond Time and Errors on Novel Evaluation Methods for Visualization, pp.133–142 (2016)
Nassar, V.: Common criteria for usability review. Work 41(Suppl. 1), 1053–1057 (2012). https://doi.org/10.3233/WOR-2012-0282-1053
Spencer Kinney Digital Marketing Agency: Why Smooth User Experience (UX) is Vital for Business. https://www.spencerkinney.com/why-smooth-user-experience-ux-is-vital-for-business. Accessed 14 Jan 2022
Dove, G., Halskov, K., Forlizzi, J., Zimmerman, J.: UX design innovation: challenges for working with machine learning as a design material. In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, pp. 278–288 (2017). https://doi.org/10.1145/3025453.3025739
Lopez, L.J., Garcia, D.H., Talancon, M., Camacho, M.A., Valentin, A.F.: Mathematical modeling for design thinking innovation method based on Markov chain theory. In: NISCAIR-CSIR, pp. 135–138 (2019)
Bertalanffy, L.: General System Theory. George Brazillier, New York (1969)
GraphShape GitHub page. https://github.com/KeRNeLith/GraphShape. Accessed 14 Jan 2022
Chromik, M., Lachner, F., Butz, A.: ML for UX? – An inventory and predictions on the use of machine learning techniques for UX research. In: NordiCHI 2020: Proceedings of the 11th Nordic Conference on Human-Computer Interaction: Shaping Experiences, Shaping Society, Article No. 57, pp. 1–11 (2020). https://doi.org/10.1145/3419249.3420163
Yu, Q., Che, X., Yang, Y., Wang, L.: A transfer learning based interpretable user experience model on small samples. In: 2019 IEEE 19th International Conference on Software Quality, Reliability and Security, pp. 186–196 (2019).https://doi.org/10.1109/QRS.2019.00035
Acknowledgment
The research leading to these results has received funding from the research project “Competence Centre of Information and Communication Technologies” of EU Structural funds, contract No. 1.2.1.1/18/A/003 signed between IT Competence Centre and Central Finance and Contracting Agency, Research No. 1.11 “An Analysis of IT Systems Users Behaviour and Improvement of Efficiency of Implemented Business Processes by Using AI/ML”.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Ņikiforova, O., Zabiniako, V., Kornienko, J., Gasparoviča-Asīte, M., Siliņa, A. (2023). Application of the Solution for Analysis of IT Systems Users Experience on the Example of Internet Bank Usage. In: Arai, K. (eds) Intelligent Systems and Applications. IntelliSys 2022. Lecture Notes in Networks and Systems, vol 542. Springer, Cham. https://doi.org/10.1007/978-3-031-16072-1_52
Download citation
DOI: https://doi.org/10.1007/978-3-031-16072-1_52
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-16071-4
Online ISBN: 978-3-031-16072-1
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)