Cristian Rusu

Pontificia Universidad Católica de Valparaíso | PUCV · School of Computer Engineering

Student eXperience (SX) is a particular case of Customer eXperience (CX). It consists of all the physical and emotional perceptions that a student or future student experiences in response to interaction with products, systems, or services provided by a Higher Education Institution (HEI). SX has three dimensions: (1) social, (2) educational, and (3...

The experience of employees that work with information has been studied in the literature using approaches that analyze information system success (e.g., Information Management, User Experience) or employee satisfaction (e.g., Job Satisfaction, Employee Experience) as two separate problems. Therefore, there are no approaches that analyze both emplo...

People with Autism Spectrum Disorder (ASD) have an affinity for technology, which is why multiple studies have implemented different technological proposals focused on the development of skills in people with ASD. Studies have evaluated the user experience (UX) and/or usability of their technological proposals through different evaluation methods,...

Costumer eXperience (CX) has been widely studied in the last decade to understand customers behavior. The analysis of CX is important for companies as it allows them to understand customer’s perceptions of the interactions (touchpoints) with their products, systems and services. At organizational level, the employees who uses information-related pr...

Ensuring customer’s satisfaction is an imperative for companies and institutions; as a result of a satisfactory experience, the customer will enhance their overall well-being, in addition to meeting their needs. The brand, similarly, benefits commercially from each positive customer experience. The User eXperience (UX) concept is closely related to...

Tourist eXperience (TX) is a concept discussed by many authors over the last couple of decades. TX can be approached as a particular case of Costumer eXperience (CX). TX evaluation is complex and challenging, due to its multidimensional nature, and because TX is highly personal. General and specific TX scales have been proposed. Tourism was extreme...

Autism Spectrum Disorder (ASD) refers to a neurodevelopmental disorder which is characterized by repetitive patterns, and difficulties with social interaction and communication. People with ASD have, an affinity with technology; many studies designed and/or developed specific systems for this kind of users. Some studies have evaluated the usability...

In people with Autism Spectrum Disorder (ASD), skills related to anticipation and mental flexibility are often impaired, so their thinking tends to be very rigid and their behavior is based on establishing routines. For this reason, children with ASD may show disruptive behaviors when faced with disturbing but necessary activities, such as going to...

Autism Spectrum Disorder (ASD) is a condition characterized by difficulties with social interaction and communication. Studies show that people with ASD tend to enjoy using technology, as it provides them with a safe and trustworthy environment. Evaluating User eXperience (UX) in people with disabilities has been a challenge that studies have addre...

The spread of the coronavirus (COVID-19) caused institutions to adapt to virtuality around the world. With the social changes brought by new technologies, universities must adapt and get to know their students. Student eXperience (SX) refers to the totality of experiences that students live in higher education, incorporating academic and pedagogica...

Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of stude...

A programming code includes statements written in a programming language and specifies a series of instructions that are processed in a computer to perform a specific task. The programming codes created over time are often reused and/or require maintenance. In both cases, the programmer’s work is a difficult task to carry out if the programming cod...

Customer eXperience (CX) includes all physical and emotional responses during the interactions with the products, systems and services that a company or an organization offers. We can consider a student as a particular case of customer, and Student eXperience (SX) as a particular case of CX. Higher education students are using not only the educatio...

People with Autism Spectrum Disorder (ASD) have significant challenges in the development of their communication and social skills. They tend to enjoy interactions with computers, as these interactions offer a safe and structured environment. Several studies have been dedicated to develop software systems and/or applications for people with ASD, tr...

Customer eXperience (CX) refers to people’s expectations and perceptions when interacting with a brand/company, through systems, products and services that this offers. Student eXperience (SX) is a particular case of CX, as students interact with several products, systems and services that an educational institution offers. This article presents a...

Understanding the customer experience is important for practitioners and researchers to recognize customer perceptions and responses when interacting with different products, systems, and/or services. To achieve this, it is necessary to identify each direct or indirect interaction between customers and organizations, which are called touchpoints. R...

Currently, e-Commerce users have different objectives and contexts of use, so it is essential to consider each of these cases when designing appropriate websites, so that the User eXperience (UX) would be as pleasant as possible. UX extends the usability concept. UX refers to user’s perceptions and responses that result from the use and/or anticipa...

Computational thinking (CT) has been a topic of interest in research, not only in the field of computer science, but also in education, since it allows the development of a set of competencies in the child related to problem-solving and decision-making. However, few studies on CT are focused on children with disabilities. Developing computational t...

Block programming languages are considered as facilitators of programming learning. Programming languages like Scratch are used by adolescents and children from different countries. Usability is an important aspect to facilitate interaction with interfaces, in this case, the interaction and use of the programming language. This work presents a usab...

The customer experience (CX) is a concept that has been closely studied by companies in recent years. This is because it is one of the most important factors in maintaining a competitive advantage. In addition, it is customers who seek to create an experience that goes beyond the acquisition of a product. In this article, we present a systematic li...

With the growth and overcrowding of the internet, the use of online social networks has been increasing. Currently, social networks are used by a wide variety of users–with different objectives and in different contexts of use–, so it is essential to design intuitive and easy to use social network applications that generate a positive user experien...

EEG signals are an important tool for monitoring the brain activity of a person, but equipment, expertise and infrastructure are required. EEG technologies are generally expensive, thus few people are normally able to use them. However, some low-cost technologies are now available. One of these is OPENBCI, but it seems that it is yet to be widely e...

Customer eXperience is one of the key concepts in Service Science, an interdisciplinary research field oriented to the systematic innovation of services. The Tourist eXperience, as customer of specific services, is strongly related to the quality of the services that are offered. Online travel agencies generate online communities, where tourists ca...

Customer eXperience (CX) is one of the most important factors among companies and organizations to gain a competitive advantage in the area of tourism. To achieve this leadership in this area, it is important that industries focus on understanding the needs of their different customers, because the needs that a customer has and expects to satisfy w...

Traditionally related to Service Science, Customer eXperience (CX) is also becoming a relevant Human-Computer Interaction (HCI) topic. The well-known concepts of usability and User eXperience refer to a single system, product or service. CX extends the UX concepts in a holistic approach, focusing on customer’s interactions (touchpoints) with all sy...

The definition of user experience (UX) is broad and covers several aspects. The job of any programmer is very specific and demanding. He/she uses different systems or tools to carry out their programming tasks. We consider a programmer as a specific case of user, who employs programming environments and other software development artifacts. We ther...

This article investigates the application of the concept of Customer eXperience (CX) in the education and presents the results of Systematic Mapping Study (SMS) of the literature on CX specifically in e-Learning, also User Experience (UX) and Usability. Studies show that usability and UX in such platforms may influence in this process. The aim of t...

A national park website extends (in certain way) a physical national park. It does not have a physical location so its elements and information can be appreciated from anywhere in the world. Usability is a well-known concept, for decades. User eXperience (UX) is a broader concept that encompasses usability. The usability and UX evaluation are impor...

Autism spectrum disorder (ASD) affects a significant number of people who have difficulties with communication and socialization. The Diagnostic and Statistical Manual of Mental Disorders, DSM-5, defines ASD as a condition characterized by deficits in two core domains: (1) social communication and social interaction, and (2) restricted repetitive p...

Customer eXperience (CX) is a relatively new concept in the industry and generally related to marketing. It is focused examining the entire client’s journey and experiences with various systems, products or services offered by a company. Lately, there is a growing interest in CX by organizations, since it is one of the most important factors when i...

This article presents a review of the literature from the last 5 years in research related to methods they have used to evaluate the Customer eXperience. Following the area of computer science, we observe how different works have integrated artificial intelligence or physiological signals to evaluate the emotional state or perceptions of a customer...

User eXperience (UX) identifies the perceptions of people over of the use (or even the anticipated use) of a product, system or service. The programmers are users of specific systems, and several types of software development artifacts, such as programming environments and design documents. We performed a systematic mapping about Programmer eXperie...

User eXperience (UX) and Usability are key concepts in Human-Computer Interaction (HCI). Customer eXperience (CX) is traditionally related to Service Science, but lately becomes a relevant topic in HCI. It offers a more comprehensive approach to the user as customer of several products, systems or services that a company offers. We focused for year...

User eXperience (UX) and Usability are well-known concepts in Human-Computer Interaction (HCI). Traditionally related to Service Science, Customer eXperience also becomes a relevant HCI topic. It extends the UX concept, in a holistic approach. It focuses on customer’s interaction with the whole range of products, systems and services that a company...

People with autism spectrum disorder (ASD) tend to enjoy themselves and be engaged when interacting with computers, as these interactions occur in a safe and trustworthy environment. In this paper, we present a systematic literature review on the state of the research on the use of technology to teach people with ASD. We reviewed 94 studies that sh...

It is generally agreed that usability is a basic attribute in software quality. User eXperience (UX) extends the usability concept beyond its traditional dimensions (effectiveness, efficiency and satisfaction). UX refers to all user’s perceptions resulting from the use (or even the anticipated use) of a product, system or service. For more than two...

Social networks have existed in all stages of the human history. Digital systems only helped to globalize their use. Usability refers to the efficacy, efficiency, and satisfaction in achieving user’s goals through a product, system or service. User eXperience (UX) extends the usability concept to the whole range of user’s perception when using (or...

Programmers and software developers are using different Integrated Development Environments (IDEs) to perform their daily work. IDEs are often complex applications, not friendly for novice programmers, with a learning process of several weeks and with usability and satisfaction of use not always as good as expected. The Programmer eXperience (PX) i...

Programmers use various software development artifacts in their work, such as programming environments, design documents, and programming codes. These software artifacts can be studied and improved based on usability and User eXperience (UX) factors. In this work, we consider programmers to be a specific case of users and analyze different elements...

This article reports the results of a research project conducted to address the lack of feedback provided by generic user eXperience (UX) design methods, specifically in the case of applications for blind users. The objective of this research was to determine whether the application of a modified card sorting interaction design method with blind us...

This paper describes a real case of redesigning a Chilean airline’s website, considering cultural elements, customer behavior, and general user experience. We analyzed usability issues and problems in the information architecture, such as a benchmarking for best practices in the current area. We considered Hofstede's cultural recommendations, and p...

A heuristic evaluation method allows the evaluation of the usability of application domains. To evaluate applications that have specific domain features, researchers can use sets of specific usability heuristics in addition to the well-known (usually Nielsen's) heuristics. Heuristics can also focus on the User eXperience (UX) aspects other than the...

Customer eXperience (CX) is a concept traditionally related to marketing and Service Sciences. Lately there is an increasing interest on CX from the Human-Computer Interaction (HCI) community. CX extends the User eXperience (UX) concept: it examines the whole customer journey and experiences with several systems, products or services that a company...

People with intellectual disabilities can use tablet computers and smartphones to enhance their learning and increase their independent living. Nevertheless, there is a dark side in the use of mobile devices, directed linked with distraction, dependency, and isolation, especially in young people. This research focuses in the question, what kind of...

Usability is still an evolving concept. Heuristic evaluation is one of the best known and widely employed usability evaluation methods, but forming heuristic evaluators is a challenging task. The paper discusses how novel evaluators perceive Nielsen's usability heuristics. It presents the results of a two years' study made at Miguel Hernandez Unive...

"Abilities" and "Xperiences" are well-known and intensely scrutinized in Human-Computer Interaction (HCI). A lot of work was done and published on Usability and User experience (UX). Both concepts are still evolving, and other related concepts arise. Customer experience (CX) is relatively new in HCI; traditionally, CX is more related to the Service...

Evaluating software with users implies challenging tasks where users' abilities are sometimes taken to the limit. This process might turn a very unpleasant experience to users susceptible to anxiety and stress, such as users with Down syndrome. By consequence the poor performance of unpleasant users generates unreal results. We propose a gamified a...

Nowadays, where software features such as usability and security are considered ideal, there are currents that at the same time consider these two qualities as adverse, as increasing the standards of one, the other tends to decrease. It is because of the above that it is important to evaluate the usability characteristics in software that focus its...

Usability is a basic attribute in software quality. Its complex and evolving nature is hard to describe in a unique definition. Usability refers to ease of use and the way users can perform their tasks. User eXperience (UX) goes beyond the three generally accepted usability’s dimensions: effectiveness, efficiency and satisfaction. UX covers all aspec...

El uso de dispositivos móviles se integra cada vez más a las vidas de personas con discapacidad intelectual; esto en actividades diversas relacionadas con la comunicación, el entretenimiento, y la educación. Pero ¿Cuáles son las ventajas y desventajas? En este sentido, se realizó un estudio inicial en el que participaron 25 jóvenes mexicanos y chil...

Technology, software systems and human–computer interaction paradigms are evolving. Traditional usability heuristics do not cover all aspects of user–system interactions. Many sets of heuristics have been proposed, with the aim of evaluating specific application domains and their specific usability-related features. In addition, several sets of heu...

The ISO 9241-210 standard defines User eXperience (UX) as a person’s perceptions and responses resulting from the use and/or anticipated use of a product, system or service. One of the main perspectives on UX is the psychological one, being fundamental in all user studies. Psychometrics as a psychological phenomena measurement tool could be helpful...

The main objective of this work is to perform a systematic mapping of the literature to know if the works that have been done and that are focused on the blind users make use of usability evaluation methods. For this we perform a review of different databases to obtain works focused on the topic. As a result, it is observed that the related work ma...

User eXperience (UX) evaluation is a challenging task, especially for newcomers and when evaluating domain related aspects. Usability and UX in virtual museums is one of our current research topics. We focused on identified users’ needs, on developing a set of specific usability heuristics, and a methodology to asses UX in virtual museums. We condu...

The paper presents a study on the perception of 16 evaluators over a set of usability heuristics for smartphones - SMASH. All participants were asked to perform a heuristic evaluation of the mobile version of Facebook. Later on a survey was conducted based on the standard questionnaire that we developed. Evaluators perceive SMASH as an appropriate...

Online travel agencies generate online communities. Travelers share their opinions, comment on their experiences, and quantitatively evaluate services. Their quantitative and qualitative reviews offer valuable information for other potential travelers. The paper analyzes customers’ (quantitative) opinions extracted from www.hotelclub.com in Februar...

Numerous sets of usability heuristics have been designed for specific domains, as traditional heuristics do not evaluate the specific features of particular applications. A substantial portion of the existing research focuses on designing new sets of heuristics, demonstrating the interest in heuristics that might identify specific usability problem...

With the fast growth of the Latin America electronic commerce (e-Commerce), it is indispensable to design effective websites. Evaluating usability issues allows improving the design. One popular method for detecting usability problems is the heuristic evaluation, in which evaluators employ a set of usability heuristics as a guide. Using proper heur...

Electronic commerce (e-Commerce) websites need to provide customers with a positive User eXperience (UX), in order to be successful and competitive. Latin American (LA) e-Commerce industry is growing fast. Considering cultural factors when designing e-Commerce applications is likely to lead to applications that are more effective. We focused our in...

Usability is a fundamental quality characteristic for the success of an interactive system. It is a concept that includes a set of metrics and methods in order to obtain easy-to-learn and easy-to-use systems. Usability Evaluation Methods, UEM, are quite diverse; their application depends on variables such as costs, time availability, and human reso...

Software testing involving users is always a challenge. The combination of the Learnability Testing particularities and the behavioral characteristics of Down Syndrome children makes this challenge especially difficult, since may promote in users negative behaviors such as lack of motivation, fear, shame, boredom and angry. In this paper we present...

Heuristic evaluation is a well-known and widely accepted usability evaluation method. When performing a heuristic evaluation, generic or specific heuristics may be used. But forming heuristic evaluators may be a challenging task. The paper presents a study that evaluates the perception of (novice) evaluators on Nielsen’s usability heuristics. A sta...

Usability is a key concept that refers not only to software systems, but also to products and services. User eXperience (UX) extends the usability concept. The broader concept of Customer eXperience (CX) is emerging. There are well established usability evaluation methods, but evaluating UX is more challenging. UX evaluation methods are also able t...

There are many methods to assess the usability of interactive software systems. The Heuristic evaluation is one of the methods that allow finding many usability issues, based on a set of usability principles (heuristics). However, sets of generic usability heuristics may miss domain ‑ related usability aspects. Particularly, transactional web sites...

Several methods allow measuring the degree of usability of a software product. The heuristic evaluation is one of the most popular methods which allow finding more usability problems, in comparison to other methods. However, sets of generic usability heuristics may not evaluate (usability) aspects related to specific software. A set of usability he...

Heuristic evaluation is one of the widely used methods for evaluating usability. Several authors have developed different sets of usability heuristics in order to evaluate the usability of specific applications. In this regard, it is important to know if authors use a formal methodology to develop their heuristics. This paper presents several such...

User eXperience (UX) is one of the most important aspects when developing a simulator. It ensures that the final product is not just functional, but users find a value in what they are getting. The paper presents a set of heuristic to assess usability in driving simulators. It also defines a set of design recommendations focused on UX.

Usability is one of the most relevant attribute when evaluating a software product, application or a website, as it is important to analyze how the interaction design facilitates or hinders the user to achieve an objective in concrete. Moreover, the user experience expresses its positive or negative perception of a particular application through a...

In the development of a system, the perception of usability is vital, moreover in this context, the role of designers is a fundamental pillar between the interaction of different interfaces with the users. This is how semiotics is appreciated as a factor in the expression of ideas at the moment of building a proposal regarding the implementation of...

Human-computer interaction (HCI) is a growing area. With the advent of new technologies and a continually expanding user population, there is a need for HCI professionals in both academia and software companies. The authors examine the state of the HCI discipline in Ibero-American countries for both academia and industry.

The smartphone market is nowadays highly competitive. When buying a new device, users focus on visual esthetics, ergonomics, performance, and user experience, among others. Assessing usability issues allows improving these aspects. One popular method for detecting usability problems is heuristic evaluation, in which evaluators employ a set of usabi...

Human – Computer Interaction (HCI) should be a basic part of the formative process of all computer science professionals. Usability and User Experience (UX) were (re)defined by many authors and well recognized standards. UX is usually considered as an extension of usability. To move from usability to UX seems to be a tendency lately. Forming usabili...

Human – Computer Interaction (HCI) should be a basic part of the formative process of all Computer Science (CS) professionals. Usability and User Experience (UX) were (re)defined by many authors and well recognized standards. UX is usually considered as an extension of usability. To move from usability to UX seems to be a tendency lately. The lack...

With the fast growth of the Latin America ecommerce industry, it is thus indispensable to design effective applications for e-commerce websites in a Latin American context, by taking into account cultural factors. In this paper, we conduct an empirical study of different platforms from an exponential business sector. This paper presents initial evi...

The vertiginous change in technologies and the increasing sophistication that cyber space present require organization and permanent preparation. However, time, education and training, results too short and not appropriate enough through traditional training methods. Training through simulation may offer proper preparation to fight against new thre...

Usability is a key quality feature to the success of interactive system. Usability includes a set of metrics and evaluation methods in order to obtain efficient systems, easy to use and easy to learn. Usability evaluation methods are quite diverse; its realization depends of variables like costs, time availability, among others. In that sense, this...

There is a large number and variety of processes to achieve a certain goal; however, a lot of these processes have been designed to be carried out in individual work environments. For that reason, in the area of Collaboration Engineering it has been proposed a Methodology for the Development of Collaborative Processes, which allows obtaining the co...

La usabilidad es una característica de calidad fundamental para el éxito de un sistema interactivo. La usabilidad incluye una serie de métodos de evaluación con el objetivo de obtener sistemas eficientes, fáciles de usar y de aprender. Los métodos de evaluación de usabilidad son bastante diversos y su realización depende de variables tales como: co...

Existe un gran número y variedad de procesos para alcanzar un determinado objetivo, sin embargo, una buena cantidad de ellos han sido concebidos para ser llevados a cabo en ambientes de trabajo individual. Por tal razón, desde el ámbito de la Ingeniería de la Colaboración surge la Metodología para el Desarrollo de Procesos Colaborativos, mediante l...

The Joint Task Force on Computing Curricula of ACM and IEEE Computer Society establishes Human – Computer Interaction (HCI) as part of the Body of Knowledge in their Computer Science (CS) curricula proposal (CS2013, December, 2013). The HCI relevance in CS curricula is formally acknowledged by both associations and is included into the set of 18 CS...

Digital television will have an imminent deployment in the next coming years, and considering that interactivity is one of the main advantages of this kind of systems, it is required a study of the usability of interactive applications in which the user actively participates during the transmission of a television program. Therefore it is necessary...

Digital television will have an imminent deployment in the next coming years, and considering that interactivity is one of the main advantages of this kind of systems, it is required a study of the usability of interactive applications in which the user actively participates during the transmission of a television program. Therefore it is necessary...