V.G. Duffy (Ed.): Digital Human Modeling, HCII 2007, LNCS 4561, pp. 325–332, 2007. © Springer-Verlag Berlin Heidelberg 2007 User Experience Quality: A Conceptual Framework for Goal Setting and Measurement Russell Beauregard and Philip Corriveau Intel Corporation, Channel Platforms Group 5200 NE Elam Young Pkwy Hillsboro, OR 97124, USA {russell.beauregard,philip.j.corriveau}@intel.com Abstract. Although the term ‘user experience’ has become ubiquitous, variations in its conceptualization can make design objectives unclear. This paper proposes a simple framework for conceptualizing the components of user experience in order to communicate with UX stakeholders and advance goal setting and measurement in applied settings. A deeper understanding of the components of experience provide a greater ability to set strategic direction for the user experience, guide design goals, and assess user experience outcomes. In educating stakeholders on a more complete view of user experience, UCD practitioners have the opportunity to play a key role in planning the level of user experience quality for the product user experience and influencing where user experience studies will have the most impact on products. Keywords: UX, user experience assessment, experience quality, consumer experience, perceptual quality, customer emotions. 1 Introduction Over the past decade, the term ‘user experience’ has become a buzzword within industry and in the HCI community (Jordan, 2002; Khalid & Helander, 2006; Hassenzahl & Tractinsky, 2006). From a professional practice perspective, user experience (UX) is often used to represent a wider approach than usability by going beyond usability to include aesthetics, hedonics, contextual, and temporal variables (Forlizzi & Battarbee, 2004). From a business perspective, having a UX strategy is increasingly being recognized as a means of controlling an aspect of the product or service value proposition. Delivering a better quality UX may be part of the differentiation strategy or potentially required to keep up with the UX offered by competitors. In competitive markets, differentiating on UX has potential to win new customers, increase market share over competition, or be used to relieve pricing pressures associated with technology commoditization. 2 Theory Recent theoretical models of UX show that it is a complex construct which is why it is difficult to define succinctly (Swallow, Blythe, & Wright, 2005). Difficulty to