Conferencia del prof. Dr. Cristian Rusu

Título: Evaluando eXperiencias: Usabilidad, User eXperience, Customer eXperience
Ponente: Cristian Rusu
Fecha: 26/05/2016 12:30 h
Lugar: Sala de Seminarios, Edificio Torretamarit
Resumen:
La “usabilidad” es una de las claves de la Interacción Persona-Ordenador. Aunque su definición se ha discutido durante décadas, dicho concepto todavía se está consensuando. La “usabilidad”, en general, se refiere a sistemas software pero también se puede aplicar a productos y a servicios. La “experiencia de usuario” va más allá de las tres dimensiones de la usabilidad generalmente aceptadas: efectividad, eficiencia y satisfacción. La “experiencia de usuario” tampoco se limita al software, aplicándose como en el anterior concepto, a productos y a servicios. En cuanto a la “experiencia de cliente”, está emergiendo un concepto más amplio, centrándose en el énfasis creciente del diseño del servicio. En este seminario se analizarán los conceptos de “usabilidad”, “experiencia de usuario” y “experiencia de cliente” así como algunos métodos de evaluación.
Breve Bio:
Cristian Rusu es catedrático de la Pontificia Universidad Católica de Valparaíso (PUCV), de Chile. Es doctor en Informática Aplicada por la Technical University of Cluj-Napoca de Rumania. Ha trabajado en varias compañías de software e institutos de investigación en Rumania y Chile. Es miembro del comité editorial de varias revistas y del comité de programa de varios congresos internacionales relevantes en el área de Usabilidad. Sus líneas de investigación son la Interacción Persona-Ordenador, Usabilidad, Experiencia de Usuario y Experiencia de Cliente. Ha sido presidente del Capítulo Chileno del ACM-SIGCHI y actualmente es director del grupo de investigación “UseCV” de la PUCV.Title: Assessing eXperiences: Usability, User eXperience, Customer eXperience
Speaker: Cristian Rusu
Date: 26/05/2016 12:30 h
Location: Sala de Seminarios, Edificio Torretamarit
Abstract:
Usability is a key concept in Human–Computer Interaction (HCI). It was discussed for decades, but its definition is still evolving. A widely accepted definition is the one provided by the ISO 9241 “the extent to which a system, product or service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use” (ISO 9241-11, 1998). It highlights that usability refers not only to software systems, but also to products and services. User eXperience (UX) goes beyond the three generally accepted usability’s dimensions: effectiveness, efficiency and satisfaction. The ISO 9241-210 standard defines UX as a “person’s perceptions and responses resulting from the use and/or anticipated use of a product, system or service” (ISO 9241-210, 2010). Again, UX does not limit to software systems; it applies to products and services as well. A broader concept of Customer eXperience (CX) is emerging. It addresses the growing emphasis on service design and the service science as discipline. As UX extends the usability concept, CX extends the UX concept.
Usability evaluation methods are usually classified as: (1) empirical usability testing, based on users’ participation, and (2) inspection methods, based on experts’ judgment. Evaluating UX is more challenging, and arguably overwhelming for newcomers. As CX is a wider concept, assessing CX is even more challenging than assessing UX. If usability is a subset of UX and UX is a subset of CX that means usability evaluation methods and UX evaluation methods are also able to evaluate some CX aspects. But how can we evaluate other CX aspects?
The lecture will analyze the Usability/UX/CX concepts and some evaluation methods. It will present the research done by the “UseCV” Research Group over the years, and the latest results.
Brief Bio:
Cristian Rusu is full professor at Pontificia Universidad Católica de Valparaíso (PUCV), in Chile. He is PhD in Applied Informatics from Technical University of Cluj-Napoca (Romania). He worked in several software companies and research institutes in Romania and Chile. Since 1999 he is fully dedicated to academia. He serves in editorial boards and conference program committees and disseminates Usability’s importance, in Chile and Latin America. His research interests focus on HCI, Usability, User eXperience, and Customer eXperience. Former Chair of the Chilean ACM-SIGCHI Chapter, he is also the head of the ”UseCV” Research Group in HCI at PUCV.