Devinder Singh

Farrukh Sahar

Patthama Huntone

Sami Turunen

Goals

Methods

Results

Conclusions

Investigate Skype on two platforms:

PC/Mobile Phone

Motivation behind the research:

Identification of the factors influencing UX

Evaluation of the impact of these factors

Research questions

How to identify and evaluate overall UX in multi-

platform products

What kind of factors initiates and affects overall

UX in multi-platform products

What kind of overall UX creates user delight

and customer loyalty in multi-platform products

Questionnaire

Likert Scale

Field for open comments

Both qualitative and quantitative data

(and rewards )

SPSS

Analytics software

Used for correlation

i stands for feeling ii stands for performance L stands for laptop

How to identify and evaluate overall UX in multi-

platform products:

Through questionnaire

What kind of factors generate a reaction from the users affecting their

overall UX in multi-platform products:

The voice calling feature has strong impact on overall

UX of Skype.

For the Voice Calling feature of Skype, the factors

having a strong impact on overall UX are:

Insecure-Secure and

Unpredictable-Predictable

What kind of factors generate a reaction from the users affecting their overall UX in multi-platform products:

For the Phone calling feature of Skype, the factors

having a high impact on overall UX are: Obstructive-Supportive

Very bad-Very good

For the Voice Calling feature of Skype, the factors having impact on overall UX are: Inefficient-Efficient

Slow-Fast

Unpredictable-Predictable

Obstructive-Supportive

A long-term good UX followed by a short term bad

UX will have no effect on users’ overall good

perception and loyalty towards the product

Users reported the lack of some functionalities/

applications such as free landline number and

cheaper calling prices

After the analysis of the questionnaires, it appears

that currently, users consider the GUI of Skype as

practical enough