Study: Expected versus experienced usability

“In this paper. we explore why consumers do not seem to have a very distinct preference for usable products, even though these make satisfy them more after purchase. We wanted to explore the hypothesis that this might be due to the fact that it might be to hard for consumers to judge before use whether a product is usable or not. We call the pre-use assumptions that people have about the usability of a product expected usability. Experienced usability is the opinion people have about usability after use. We wanted to explore what product properties influence expected usability, and whether and when there is a difference between expected and experienced usability. And what the consequences of that are.” (Jasper van Kuijkuselog)

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