Extracting usability and user experience information from online user reviews

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2013, Pages 2089-2098

  Hedegaard, Steffen ^a   Simonsen, Jakob Grue ^a  

^a UNIVERSITY OF COPENHAGEN   (Denmark)

Author keywords

End user reviews; Machine learning; Natural language processing; Usability; User experience

Indexed keywords

EMPIRICAL STUDIES; END USERS; EXPERIENCE REPORT; NATURAL LANGUAGE PROCESSING; USABILITY; USER EXPERIENCE; USER EXPERIENCES (UX); USER-GENERATED;

HUMAN COMPUTER INTERACTION; HUMAN ENGINEERING; LEARNING ALGORITHMS; LEARNING SYSTEMS; NATURAL LANGUAGE PROCESSING SYSTEMS;

USABILITY ENGINEERING;

EID: 84877973394     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/2470654.2481286     Document Type: Conference Paper

References (39)

1. Anderson, E. Customer satisfaction and word of mouth. Journal of Service Research 1, 1 (1998), 5-17.
2. Bargas-Avila, J. A., and Hornbæk, K. Old wine in new bottles or novel challenges: a critical analysis of empirical studies of user experience. In Proceedings of the 2011 annual conference on Human factors in computing systems, CHI '11, The ACM Press (2011), 2689-2698.
3. Bevan, N. Classifying and selecting ux and usability measures. In International Workshop on Meaningful Measures: Valid Useful User Experience Measurement (2008), 13-18.
4. Bevan, N. What is the difference between the purpose of usability and user experience evaluation methods. In Proceedings of the Workshop UXEM'09 (Interact 09) (2009).
5. Bird, S., Klein, E., and Loper, E. Natural Language Processing with Python. O'Reilly Media, 2009.
6. Bruun, A., and Stage, J. The effect of task assignments and instruction types on remote asynchronous usability testing. In CHI, J. A. Konstan, E. H. Chi, and K. Höök, Eds., ACM (2012), 2117-2126.
7. Castillo, J., Hartson, H., and Hix, D. Remote usability evaluation: Can users report their own critical incidents. In Proceedings of CHI '98, The ACM Press (1998), 253-254.
8. Chevalier, J., and Mayzlin, D. The effect of word of mouth on sales: Online book reviews. Tech. rep., National Bureau of Economic Research, 2003.
9. Constantine, L. L., and Lockwood, L. A. D. Software for use: a practical guide to the models and methods of usage-centered design. ACM Press/Addison-Wesley Publishing Co., 1999.
10. Cortes, C., and Vapnik, V. Support-vector networks. Machine Learning 20 (1995), 273-297.
11. Csikszentmihalyi, M. Flow: The psychology of optimal experience. Harper Perennial, 1991.
12. Folmer, E., Van Gurp, J., and Bosch, J. A framework for capturing the relationship between usability and software architecture. Software Process: Improvement and Practice 8, 2 (2003), 67-87.
13. Gamon, M., Aue, A., Corston-Oliver, S., and Ringger, E. Pulse: Mining customer opinions from free text. In Advances in Intelligent Data Analysis VI, vol. 3646 of Lecture Notes in Computer Science. Springer Berlin / Heidelberg, 2005, 121-132.
14. Hassenzahl, M. User experience (ux): towards an experiential perspective on product quality. In Proceedings of the 20th International Conference of the Association Francophone d'Interaction Homme-Machine, IHM '08, The ACM Press (New York, NY, USA, 2008), 11-15.
15. Hassenzahl, M., Diefenbach, S., and Göritz, A. Needs, affect, and interactive products. Human-Computer Interaction 25, 3 (2010), 235-260.
16. Hassenzahl, M., and Tractinsky, N. User experience-a research agenda. Behaviour & Information Technology 25, 2 (2006), 91-97.
17. Hennig-Thurau, T., Gwinner, K., Walsh, G., and Gremler, D. Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of interactive marketing 18, 1 (2004), 38-52.
18. Hollander, M., and Wolfe, D. Nonparametric Statistical Methods, 2nd ed. Wiley, 1999.
19. Hornbæk, K. Current practice in measuring usability: Challenges to usability studies and research. Int. J. Hum.-Comput. Stud. 64 (February 2006), 79-102.
20. Hu, N., Pavlou, P. A., and Zhang, J. Can online reviews reveal a product's true quality? empirical findings and analytical modeling of online word-of-mouth communication. In Proceedings of the 7th ACM conference on Electronic commerce, EC '06, The ACM Press (2006), 324-330.
21. ISO 9241-11. Ergonomic requirements for office work with visual display terminals (vdts)-part 11: Guidance on usability. International Organization for Standardization, 1998.
22. ISO 9241-210. Human-centred design process for interactive systems. International Standards Organisation, 2010.
23. Ketola, P., and Roto, V. Exploring user experience measurement needs. In 5th COST294-MAUSE Open Workshop on Valid Useful User Experience Measurement (2008).
24. Kim, S.-M., and Hovy, E. Automatic identification of pro and con reasons in online reviews. In Proceedings of the COLING/ACL on Main conference poster sessions, COLING-ACL '06, Association for Computational Linguistics (2006), 483-490.
25. Korhonen, H., Arrasvuori, J., and Väänänen-Vainio-Mattila, K. Let users tell the story. In Proceedings of AMC CHI 2010 Extended Abstracts, The ACM Press (2010), 4051-4056.
26. Krippendorff, K. Content analysis: an introduction to its methodology. Sage, 2004.
27. Lutz, R. Changing brand attitudes through modification of cognitive structure. Journal of Consumer Research (1975), 49-59.
28. Manning, C. D., Raghavan, P., and Schütze, H. Introduction to Information Retrieval. Cambridge University Press, 2008.
29. McNamara, N., and Kirakowski, J. Functionality, usability, and user experience: three areas of concern. Interactions 13, 6 (2006), 26-28.
30. Miller, G. Wordnet: a lexical database for English. Communications of the ACM 38, 11 (1995), 39-41.
31. Nielsen, J. Usability Engineering. Academic Press Inc, 1993.
32. Olsson, T., and Salo, M. Narratives of satisfying and unsatisfying experiences of current mobile augmented reality applications. In Proceedings of ACM CHI 2012, The ACM Press (2012), 2779-2788.
33. Pang, B., Lee, L., and Vaithyanathan, S. Thumbs up? sentiment classification using machine learning techniques. In Proceedings of the ACL-02 conference on Empirical methods in natural language processing - Volume 10, EMNLP '02, Association for Computational Linguistics (2002), 79-86.
34. Preece, J., Rogers, Y., Sharp, H., and Carey, T. Human Computer Interaction, 1st ed. Addison-Wesley, Wokinham, England, 1994.
35. Ryan, R., and Deci, E. Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American psychologist 55, 1 (2000), 68.
36. Seffah, A., Donyaee, M., Kline, R., and Padda, H. Usability measurement and metrics: A consolidated model. Software Quality Journal 14 (2006), 159-178.
37. Shackel, B. Usability-context, framework, definition, design and evaluation. Cambridge University Press, 1991, 21-37.
38. Shneiderman, B., Plaisant, C., Cohen, M., and Jacobs, S. Designing the User Interface: Strategies for Effective Human-Computer Interaction, 3rd ed. Addison-Wesley Publishing Company, 1998.
39. Sriram, B., Fuhry, D., Demir, E., Ferhatosmanoglu, H., and Demirbas, M. Short text classification in Twitter to improve information filtering. In Proceedings of the 33rd international ACM SIGIR conference on Research and development in information retrieval, SIGIR '10, The ACM Press (2010), 841-842.