Phases of use: a means to identify factors that influence product utilization
CHI '06 Extended Abstracts on Human Factors in Computing Systems
Broken expectations in the digital home
CHI '06 Extended Abstracts on Human Factors in Computing Systems
Specification for User Modeling with Self-Observing Systems
ACHI '08 Proceedings of the First International Conference on Advances in Computer-Human Interaction
Extracting "broken expectations" from call center records: why and how
CHI '08 Extended Abstracts on Human Factors in Computing Systems
CHI '08 Extended Abstracts on Human Factors in Computing Systems
The interplay of beauty, goodness, and usability in interactive products
Human-Computer Interaction
ProM 4.0: comprehensive support for real process analysis
ICATPN'07 Proceedings of the 28th international conference on Applications and theory of Petri nets and other models of concurrency
Characterizing the diversity in users' perceptions
INTERACT'07 Proceedings of the 11th IFIP TC 13 international conference on Human-computer interaction
An outlook on semantic business process mining and monitoring
OTM'07 Proceedings of the 2007 OTM Confederated international conference on On the move to meaningful internet systems - Volume Part II
IEICE Transactions on Fundamentals of Electronics, Communications and Computer Sciences
In situ evaluation of recommender systems: Framework and instrumentation
International Journal of Human-Computer Studies
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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With the emergence of highly interactive products in the domestic space, consumer electronics brands are facing an increasing challenge in predicting the way their products are being used and experienced. Unforeseen experiences relating to functional, emotional and social/contextual aspects of product use lead to a large and increasing share of field complaints that cannot be attributed to a violation of products' specifications. In a project called Soft Reliability, we are trying to develop a product evaluation ecology that enables the anticipation of product use by gathering behavioral and attitudinal data early in the product development process, through longitudinal field studies with working prototypes. This paper introduces a novel framework for behavioral and attitudinal data collection and analysis. The framework enables instrumentation that relies on the event-based experience sampling method, and as such deploys an analysis methodology that includes process mining techniques for the analysis of usage patterns, multivariate techniques for the analysis of longitudinal attitudinal data, and product quality analysis techniques for the analysis of combined information. We illustrate the value and applicability of this framework in practice, through the findings of an ongoing project concerning the conceptualization of an innovative Internet on TV product, which is being conducted in collaboration with Philips, a multi-national consumer electronics company.