Web Analytics for User Experience: A Systematic Literature Review

Fryda Palomino, Freddy Paz, Arturo Moquillaza

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

User experience is an essential software quality concept for companies nowadays. Development teams attempt to guarantee that their digital products provide a satisfying experience. Likewise, several evaluation methods have emerged to determine if the software product's interfaces are understandable, intuitive, and attractive to users. However, few of these methods suggest the use of data analytics for user experience evaluation. Many companies use tools that allow them to obtain multiple data about using their leading websites but do not use this information to generate relevant results that can be used to improve the design of their graphical interfaces. In this study, we present the results of conducting a systematic literature review to identify case studies that report web analytics usage to evaluate websites' user experience. The search retrieved a total of 315 papers. The databases used for this review were: Scopus, Web of Science, IEEExplore, and ACM Digital Library. After applying the inclusion and exclusion criteria, 18 relevant articles were obtained, which have allowed answering the research questions. The results show a tendency to incorporate data analysis to explain specific design problems or usability issues. Additionally, we have identified some methodological proposals that have been established on how to use data analytics for the user experience evaluation process and some metrics that could offer relevant information about the degree of ease of use of a website.

Original languageEnglish
Title of host publicationDesign, User Experience, and Usability
Subtitle of host publicationUX Research and Design - 10th International Conference, DUXU 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsMarcelo M. Soares, Elizabeth Rosenzweig, Aaron Marcus
PublisherSpringer Science and Business Media Deutschland GmbH
Pages312-326
Number of pages15
ISBN (Print)9783030782207
DOIs
StatePublished - 2021
Externally publishedYes
Event10th International Conference on Design, User Experience, and Usability, DUXU 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duration: 24 Jul 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12779 LNCS

Conference

Conference10th International Conference on Design, User Experience, and Usability, DUXU 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • Human-computer interaction
  • Systematic review
  • User experience
  • Web analytics

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