Determining the user experience level of operating computer systems in the Central Bank of Mexico

Abstract

The purpose of this thesis is to measure the user experience (UX) level of operating computer systems built in the Central Bank of Mexico. The user experience is subjective and depends on a user's interaction with the ergonomic and hedonic qualities of a product, service, or system. A user experience framework based on the literature review was proposed. This framework was used to decompose the user experience into ergonomic, hedonic, and appeal attributes, which were used to measure the UX level of the Bank's operating computer systems. Two surveys, one for systems' users and one for systems' developers were applied in the Bank in order to collect their opinions regarding the different UX attributes (variables) of systems on a seven-point scale that made use of semantic differential (polar adjectives) technique. The survey results were analyzed in order to identify UX opportunity areas by category of systems, as well as by UX variable. Differences among the opinions between users and developers regarding the UX level of systems were found. A strongly positive correlation between the UX level (UX index) determined through the ergonomic and hedonic variables, and the appeal (Appeal index), was found. Finally, the spotted UX opportunity areas are discussed.