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Understanding the customer experience in human-computer interaction: a systematic literature review
Daniela Quiñones1, Luis Rojas1
1Escuela de Ingeniería Informática, Pontificia Universidad Católica de Valparaíso, Valparaíso, Valparaíso, Chile.
Peerj. Computer Science
|June 22, 2023
Summary
This study reviews customer experience (CX) and human-computer interaction (HCI), proposing a new CX definition and dimensions for HCI domains. It offers guidance for future research and practice in evaluating user interaction with software.
Area of Science:
- Human-Computer Interaction (HCI)
- Customer Experience (CX)
- Software Engineering
Background:
- Growing interest in customer experience (CX) and its intersection with human-computer interaction (HCI).
- CX definitions and dimensions vary significantly across different research domains.
- Need for a clearer understanding of CX specifically within HCI contexts.
Purpose of the Study:
- To conduct an extensive review of existing CX definitions and dimensions.
- To analyze CX from an HCI perspective, identifying gaps in current research.
- To propose a novel CX definition and dimensions tailored for HCI domains.
Main Methods:
- Systematic literature review of 122 studies on CX definitions and dimensions.
- Application of Kitchenham & Charters (2007) guidelines and snowballing approach.
- Analysis of identified definitions, dimensions, and application domains for HCI relevance.
Main Results:
- Identified 71 CX definitions and 81 dimensional proposals, with a subset relating to HCI.
- Found no existing CX definitions or dimensions exclusively focused on HCI.
- Proposed a new CX definition and dimensions specifically for HCI domains.
Conclusions:
- Highlights the need for tailored CX dimensions within HCI research.
- Suggests activities for researchers to propose new CX dimensions in HCI-related domains.
- Encourages development of evaluation instruments for HCI-focused CX.
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