Investigating User Experience and User Engagement for Navigational Application Design


Huang, Jing and Lim, Kok Yoong and Lim, Yan Peng (2022) Investigating User Experience and User Engagement for Navigational Application Design. In: Creative Multimedia Postgraduate Research Colloquium, 14 July 2022, Multimedia University, Malaysia.

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Cell phone has become an indispensable tool in people's daily life. Smart phone with user experience as the core demand has developed cell phone from a single communication terminal to an Internet terminal. However, internet applications are being transplanted into smartphones, and the application of navigation software in smartphones has become one of the research hotspots. Epidemic has changed the way people live that limits their activities. Due to the rapid development of MCO, Malaysia's food delivery service platform, such as FOODPANDA, GRAB and so on has flourished. Between March and May 2020, there are in total more than 30,000 Malaysian that became riders on Foodpanda and Grabfood (Bernama, 2021). This prompted FOODPANDA to improve the efficiency of riders. However, it has been found that the user interface of navigation applications is not yet perfect. As a result, users are often frustrated and dissatisfied due to inaccurate search results. This results in reduced user experience and user engagement. This paper will study the user interface design of navigation software commonly used by riders, such as Google and Waze in improving their productivity by improving the user interface and user experience. The study will be divided into two different phases; the first phase of the study is to evaluate users’ interface from the designers’ perspective. The model framework refers to the "General Screen Design Guideline" (Bhaskar, Naidu, Babu & Govindarajulu, 2011). The researcher conducted an online survey on the cases of Waze and Google Maps in Malaysia. Overall inter-rater reliability was moderate, with statistically significant reliability and validity. In the second phase, the focus of this paper is to analyze the factors that can directly affect user satisfaction. This study uses multiple measurement methods. A quantitative method is used to do a market survey to measure user experience and user interface. An AttrakDiff questionnaire is used for user experience evaluation, and a comparison between two products. Each questionnaire represents a different component of information and the survey data has been collected from 40 participants so far, consisting of Foodpanda, Grab, and Ecsi riders. The results of this phase found that using user experience and user engagement are closely related. This study is based on a multi-method approach. The researcher uses the AttrakDiff questionnaire to assess users' first impressions of the application and the UX curve method to assess changes in users' experience with the application over time. In addition to quantitative data that help determine the quality of the user experience, qualitative data were collected to analyze the causes of the deterioration of the user experience. A sample of users from different locations were sampled and based on the analysis, the scale was semantically and contextually modified to determine the official questionnaire. The study covered two regions, Sri Petaling and Cyberjaya. The study was conducted on Foodpanda, Grab, ecsi riders and frequent users. The questionnaires were randomly distributed to different groups of users and filled online. The study was intended to contribute in an academic manner addressing the goals and objectives of the study. The research methodology for this study was to collect data and conduct a preliminary analysis of the reliability and content validity of the variables by filling out questionnaires by different types of groups of participants (riders or frequent users). The participants were from different age groups and genders from different locations. They were divided into four cohorts based on age (16-25 years, 26-35, 36-45 and 56+) while ensuring they were of different genders to avoid duplicate samples. The motivation of this study is to improve the user experience and engagement of the product by investigating the relationship between UE and UX. In this paper, we will investigate the user interface design of navigation software frequently used by riders to improve the efficiency of riders by improving the user interface and user experience. The goal of this study is to focus on the user interface design of navigation applications, identify gaps and deficiencies in Waze's user interface design, and determine which navigation software that riders prefer through comparison and data analysis. Analyzing the user experience of passengers when using Google Maps and Waze, this study aims to identify ways to improve the user interface design based on the user interface design analysis to improve user experience.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: User engagement, User experience, Methods, Measurement, Online activity, Popularity, Physiological measurement, Multitasking, Dwell time, Mixed methods
Subjects: N Fine Arts > NC Drawing Design Illustration
Divisions: Faculty of Creative Multimedia (FCM)
Depositing User: Ms Suzilawati Abu Samah
Date Deposited: 24 Nov 2022 05:07
Last Modified: 24 Nov 2022 05:08


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