ABSTRACT
This paper discusses the evaluation of leisure-based electronic services such as digital television (DTV). Usage of such services is typified by: a diverse user population (the consumer public), single or shared use in the home, users being in a relaxed state of mind, as well as having the discretion to use the service or not. These characteristics can have implications for the way in which such systems or services are evaluated. The paper draws on the author’s experience of performing evaluations of digital TV services with members of the public to highlight some of the main issues associated with such studies. For user trials these include choice of user sample, task setting, practice and introduction and user attitudes to their experience with the service. For discussion groups, issues include choice of group structure, factors affecting user opinions and the role of demonstrations in the discussion sessions. The paper also refers to a study based on discussions with families in their own homes, about their management of domestic finances. It considers whether people would like financial services to be delivered via entertainment and other domestic devices such as TVs, or whether they prefer the two functions to be separated. It also comments on the process of interviewing family groups in their own homes.
