From Fragmentation to Uniformity: Towards a Standardized Decision Process for UX Evaluation Methods in a Large End-To-End Agency

Abstract

This thesis demonstrates a proof of concept of a standardized decision process for user experience evaluation methods (UXEMs). A large end-to-end agency serves as a case study for this thesis. The final deliverable presented in this thesis is a prototype of a mobile decision tool called DEPRO (DEcision PROcess). A multivocal literature review (MLR) was conducted. Contextual inquiry took place at the company and interviews were conducted with eight members of the user experience teams across multiple locations. The MLR yielded a list of 126 user experience evaluation methods, divided into seven categories: expert evaluations, field studies, interviews, measurements, scales \& questionnaires, software tools and workshops. Important aspects of these methods were identified, as well as their general application: in academia or practice? The input from the MLR, contextual inquiry and interviews was used to create DEPRO, a mobile UXEM decision process tool. This tool was evaluated through interviews with members of the UX teams. The evaluation showed that the team members were interested in using the tool if it were a functional product and that they would use it to inform their decision.