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The fulfillment of user needs and the course of time in field investigation

: Nass, Claudia; Kerkow, Daniel; Jung, Jessica

Kaiserslautern, 2010, VII, 17 pp.
IESE-Report, 092.10/E
Reportnr.: 092.10/E
Fraunhofer IESE ()
user experience; emotion; evaluation; user interface; empirical study; Call Center; user needs assessment; user requirement

Business contexts represent a big challenge for software development, specifically in terms of finding a balance between business goals and users' goals. This context determines the utility of an application, but good user experience (UX) with business applications is only achieved if the software supports the fulfillment of users' goals and needs. This article presents the efforts realized in a call-center of a German telephone company aimed at enhancing UX and hence creating a positive influence on the emotional state of the users/employees. It describes a method applied for the elicitation of user needs as well as ideas for improving UX. Beyond that, the results indicate that software properties can influence the emotional state of the user if they support the fulfillment of human needs and thus positively affect the achievement of business goals.