CHASE: checklist para avaliação da experiência do usuário em ambientes de internet das coisas

Abstract

The technological solutions coming from the Internet of Things (IoT) offer users an intelligent way to interact with everyday objects. However, the complexity of an IoT scenario, involving the interaction between multiple devices, users, and services, represents a challenge for the assessment of the user experience (UX). Thus, to help conduct a UX assessment in IoT environments, this research proposes a Checklist for Evaluation of User Experience in Internet of Things environments (CHASE), a checklist that supports the observation of user behavior for qualitative UX assessments in an IoT scenario. CHASE was initially built through both the results of a literature review that identified methods, instruments, and characteristics commonly used in this type of assessment and a UX assessment with an existing IoT example application. Subsequently, fourteen IoT experts responded to a questionnaire, providing information on practical questions and UX assessment techniques appropriate to the IoT paradigm, and reviewing a draft checklist. CHASE then underwent the first assessment with three Human-Computer Interaction (HCI) experts, which generated a new version of the checklist. Finally, after a second CHASE assessment with HCI assessors by using the instrument in a UX assessment in a real IoT application, the final version of the CHASE was proposed, accompanied by a usage guide. In addition to CHASE, this work presents a discussion on important issues for the UX assessment in the context of IoT based on the literature review, the opinion of experts, and the assessments performed.