Agosto 2023 vol. 11 num. 3 - ERGODESIGN & USIHC 2023 & JOP’Design 2023

Artigo - Open Access.

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NPS e outras métricas para experiência do usuário: uma revisão sistemática de literatura

NPS and other metrics for user experience: a systematic literature review

Santos, Sergio Luiz Silvestre dos ; liveira, André Ribeiro de ; , ;

Artigo:

Este artigo, parte de uma pesquisa de mestrado, apresenta uma revisão sistemática da literatura sobre a adoção de métricas sumárias de experiência do usuário para softwares, calculadas através da coleta de dados autorreportados pelos usuários via questionários padronizados. Foram selecionados 20 estudos entre 225 trabalhos pré-selecionados nas bases escolhidas para consulta, os quais levaram à identificação de 39 métricas. O objetivo principal deste estudo é analisar, dentre as métricas sumárias de natureza quantitativa identificadas, aquelas que possam ser usadas como alternativas à métrica Net Promoter Score (NPS), muitas vezes adotada nas organizações para medir aspectos da experiência do usuário no uso dos softwares, em especial a usabilidade e seu componente satisfação do usuário. Como objetivos secundários este estudo visa a analisar a adequação da métrica NPS para a medição de fatores da experiência do usuário, discutir o uso de métricas sumárias para esta medição e apontar caminhos para futuras pesquisas.

Artigo:

This paper, part of a research for a master's degree, presents a systematic literature review (SLR) on the adoption of user experience summary metrics for software, calculated by collecting self-reported data from users via standardized questionnaires. Twenty studies were selected from 225 pre-selected papers in the bases chosen for consultation, which led to the identification of 39 metrics. The main objective of this study is to analyze, among the summary metrics of a quantitative nature identified, those that can be used as alternatives to the Net Promoter Score (NPS) metric, often adopted in organizations to measure aspects of user experience in the use of software, especially usability and its component user satisfaction. As secondary objectives this study aims to analyze the suitability of the NPS metric for measuring user experience factors, discuss the use of summary metrics for this measurement and point paths for future research.

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Palavras-chave: experiência do usuário; ux; usabilidade; métricas; NPS,

Palavras-chave: user experience; ux; usability; metrics; NPS,

DOI: 10.5151/ergodesign2023-84

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Como citar:

Santos, Sergio Luiz Silvestre dos; liveira, André Ribeiro de; , ; "NPS e outras métricas para experiência do usuário: uma revisão sistemática de literatura", p. 1292-1305 . In: Anais do ERGODESIGN & USIHC 2023 & JOP’Design 2023. São Paulo: Blucher, 2023.
ISSN 2318-6968, DOI 10.5151/ergodesign2023-84

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