Investigando o uso do questionário de experiência do usuário e análise hierárquica de tarefas para avaliação e melhoria de mobile UX: reflexões de uma startup em scale-up

Abstract

Focusing on entire markets rather than developing tailored software for specific customers, startups with business models based on digital products for mobile applications highlight the relevance of mobile User eXperience (UX) as a proxy for quality and success in scalable businesses. However, due to startups’ dynamic and uncertain nature, there is a recurring challenge in balancing rapid value delivery to users in line with a systematic UX evaluation and improvement process. Even with the recognized relevance by academia and the software industry, there is still a lack of empirical research on mobile UX in the startup segment. Given this context, this research approaches a qualitative methodological path in the form of a single and instrumental case study aimed at investigating the perception of the UX team of a startup in scale-up stage about the adoption of the User Experience Questionnaire (UEQ) in addition to the use of the Hierarchical Task Analysis (HTA) for evaluation and improvement of mobile UX. Regarding the results, it was possible to obtain a multi-method and empirical analysis of the team’s perception from four analytical perspectives: i) comparison with the previous process, ii) difficulties, iii) lessons learned, and iv) desired expectations. As main contributions, there is the opportunity to advance in the understanding of the particularities of the evaluation and improvement of mobile UX in the context of a startup in traction as well as the sharing of learnings that can be useful for other startups.