UX Research Reader | People’s Expectations and Product Experience

Insights

What I learned from The Evolving Role of Expectations in Long-Term User Experience by Sari Kujala and Talya Miron-Shatz (published in September 2015):

  • People’s expectations before using a product influence how they evaluate it after using it.
  • People with high expectations tend to be overly positive about their experience — especially during the first days of use. If you ask them about their experience then, you won’t get reliable answers.
  • That’s why you need to be careful asking people about their subjective experience after first use. Compare their assessment with their initial expectations and ask them again after having used the product for several days.

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