User Experience Over Time - Modeling Users' Experiences with Interactive Systems - page 73

Dissatisfying experiences (N=130) related to long-term usability problems (N=69),
and to usefulness problems (N=61), i.e. expected but missing features,
“ [Long-term usability problems, day 23] “When I wear gloves I am not able
to work with iPhone. It is really impractical when I am cycling or riding a
motorcycle”, [day 23] “...carrying iPhone in one hand and then pressing the
button at the very bottom to take a picture was quite difficult. It is difficult to
balance it”, [usefulness problems, day 3] “... I could not believe it had no
zoom! I messed around for a while but all in vain. Why someone should zoom
while taking pictures from iPhone? Right? Simplicity is key...make products
simple and do not even give those features which people actually want!!!”
4.4.3.1.4 Identification
Finally, identification reflected ways in which participants formed a personal rela-
tionship with the product as it was increasingly incorporated in their daily routines
and interactions.
Identification was found to have two perspectives: personal and social . Partici-
pants were increasingly identifying with the product as they were investing time in
adapting and personalizing it (N=23), but also as the product was associated with
daily rituals (N=8):
[personalization, day 14] “I downloaded a new theme ... It looks very beau-
tiful. Now my iPhone looks much much better than before”, [day 27] “Today
I tried this application again to categorize application icons on the screen...
Now my screen looks so nice and clean, just the way I wanted it to be”, [daily
rituals, day 9] “I put a lot of pictures of my daughter on the iPhone... I like
that functionality very much, and I look at the pictures at least a few times a
day.”
Next, identification experiences related also to the social aspects of product owner-
ship, in two ways: enabling self-expression and creating a sense of community .Self-
expressive (N=18) experiences addressed participants' need to differentiate them-
selves from others:
[Day 8] “...I had the chance to show off my iPhone to some of my colleagues.
I showed them some functions that are rather difficult to operate in other
phones... I felt good having a BETTER device. I still have some cards to
show which I will in do due time to surprise them even more.”
Often, such experiences were initiated as an ice-breaker to initiate a conversation.
Especially when meeting friends who also owned an iPhone, participants reported
that this was always a topic of discussion. These conversations addressed individu-
als' need to feel part of a group with shared values and interests (N=13), creating in
this way a sense of community:
[Day 25] “Yet another friend of ours has an iPhone. It's a guaranteed subject
of conversation if you see another person having it... we chatted about how