ABSTRACT
The term User eXperience (UX), proposed in the 1990s by Donald A. Norman and colleagues (1995) is focused on pleasure, value, and on performance during a human-system interaction. In the design process of the interaction, the usability of the system is a necessary but not sufficient condition for obtaining (designing or evaluating) a good level of UX; indeed, although usability is a dimension of the interaction, UX is a holistic perspective on how a user feels about using a system. There are various definitions regarding UX, including the one provided by Norman in explaining the UX term as “all aspects of the user’s interactions with the product: how it is perceived, learned and used. It includes ease of use and, most important of all, the needs that the product fulfils” (1998, p. 47), and the definition provided by Garrett, “how the product behaves and is used in the real world” (2003, p. 17). Recently, the International Organization for Standardization (ISO) 9241-210 (1999) defined it as “a person’s perceptions and responses that result from the use or anticipated use of a product, system or service.” The ISO also states that
User experience is a consequence of the presentation, functionality, system performance, interactive behaviour, and assistive capabilities of an interactive system, both hardware and software [...]. It is also a consequence of the user’s prior experiences, attitudes, skills, habits and personality (ISO 1999).
