User-centered Web design essentially impacts a website’s success and therefore directly or indirectly influences a classic or digital enterprise’s prosperity. “Conformity with user expectations” as one of seven dialogue principles according to the ISO 9241-110 standard is one critical success factor as it regards efficient and effective task completion. Over the past ten years, numerous recomme...

This paper presents user grouping for digital TV. First, eight user groups were formulated in a questionnaire study. Then a focus group study was conducted to reveal specific data on selected user groups’ expectations and preferences. The resulting user profiles are a combination of these two data sets. The combination represents how the unchanging quantitative data is joined with the dynamic q...

Existing organisational context and user expectations have a huge effect on the success of introducing CSCW technology, and should have a correspondingly strong influence on the choice and design of these tools. This paper first discusses organisational context and end-user expectations encountered in a large distributed engineering organisation planning to implement a CSCW pilot. It is demonst...

Mobile Augmented Reality (MAR) blends the real world with digital objects especially in ubiquitous devices such as smartphones. The MAR applications provide an intelligent interface for users. In this, valuable digital information is advertised in physical spaces. However, the success of these applications is tied directly to the degree of user acceptance. This makes understanding the needs and...

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associati...

We have argued elsewhere that user goals should be taken into account when deciding what kind of explanation of its results a CBR system should give. In this paper, we propose the use of an Activity Theory based methodology for identifying different user goals and expectations towards explanations given by a system supporting a work process.

User Experience is a key differentiator in the era of Digital Disruption. Chatbots are increasingly considered as part of a delighting User Experience. But only a bright Conversation Modelling effort, which is part of holistic Enterprise Modelling, can make a Chatbot effective. In addition, best practices can be applied to achieve or even outperform user expectations. Thanks to Cognitive System...