Technology has provided more people access products and services, yet some individuals who would benefit the most from digital access to resources are frequently excluded from participation. One group that is largely neglected is the disability community. Despite federal regulations intended to ensure that people with physical/mental disabilities are included in public digital platforms, organizations continuously design websites, applications, and interfaces without people with disabilities in mind. This is particularly the case with small businesses, which are most commonly reported as having inaccessible digital platforms. Digital inclusion attempts to ensure equity in digital properties by providing a model to operationalize inclusion across technologies. This qualitative case study examines how a small business owner in an urban U.S. city prioritizes digital inclusion in his daily operations. Using a responsive interview model, the business owner’s experiences, attitudes, and priorities were recorded. Six themes appeared from this study: perceptions of disability influence digital inclusion, powerful branding suggests digital access, unawareness of accessibility guidelines, UX testing overlooks input from people with disabilities, inclusion is tough to enforce on digital platforms, and workarounds hinder digital improvements.

The theoretical part of the thesis presents the evolution of the fields of human-computer interaction (HCI) and user experience (UX) including hedonic-pragmatic model of user experience. It further presents platforms and ecosystems in general, the evolution of smartphone market and the platforms of Android and iOS, and explains the basic concepts of information and consumer behaviour. A part of the thesis is a qualitative study examining the differences between the preferences towards smartphones of Android and iOS users, and differences in their information behaviour. It was found out that the participants - users of both platforms have mostly pragmatic reasons for their platform preference but describe them differently; that Android users seek more information at the time of smartphone purchase decision and that some iOS users, unlike Android users, started using their platform based on observation of others' good user experience with it.

Information security is growing in importance as the world becomes more digital, at the same time the importance of usability implementation in software development is also growing. In this study, an evaluation was done on what affects usability and how important usability is in a reporting tool handling information security risk assessment (ISRA). The research question from which the study is based on: What actions can enhance and support the information security risk assessment process in corporations? In order to investigate the research question a study was organized consisting of a survey (N=30) and a think-aloud usability test (N=7). As a part of the analysis process a usability heuristic analysis was performed. According to this study, the ISRA process is complicated and creating a well-functioning supporting tool for it is complex. In order for the tool to facilitate for the users work, usability is an important aspect and should be taken in consideration early in the development process of a tool. Based on the findings in this study actions that can contribute to enhanced usability were discussed. The recommended actions are: 1) Include all types of roles in the ISRA process to determine the purpose of the tool and what it should support. 2) Implement clear guiding information in all parts of the tool, all people involved in the ISRA process should be able to understand the tool. 3) Keep an intuitive flow throughout the tool, the user should intuitively always know what the next step is and what to expect. 4) Have a search function that supports all aspects in the tool. / Informationssäkerheten växer i betydelse i takt med att världen blir mer digital, samtidigt så ökar även betydelsen av implementering av användbarhet i mjukvaruutveckling. I denna studie gjordes en utvärdering av vad som påverkar användbarheten och hur viktigt användbarheten är i ett rapporteringsverktyg som hanterar informationssäkerhetsriskbedömning (ISRB). Den forskningsfråga som studien bygger på: Vilka åtgärder kan förbättra och stödja informationssäkerhetsriskbedömningsprocessen i företag? För att undersöka forskningsfrågan organiserades en studie bestående av en enkätundersökning (N = 30) och ett användbarhetstest med ”Think-Aloud” (N = 7). Som en del av analysprocessen utfördes en användbarhets heuristisks analys. Enligt denna studie är ISRB-processen komplicerad och att skapa ett välfungerande stödjande verktyg för att det är komplext. För att verktyget ska underlätta för användarnas arbete är användbarheten en viktig aspekt och bör tas i beaktning tidigt i utvecklingsprocessen för ett verktyg. Baserat på resultaten i dessa studie så diskuterades åtgärder som kan bidra till ökad användbarhet. De rekommenderade åtgärderna är: 1) Inkludera alla typer av roller i ISRB-processen för att bestämma syftet med verktyget och vad det ska stödja. 2) Implementera tydlig guidande information i alla delar av verktyget, alla personer som är involverade i ISRB-processen ska kunna förstå och använda verktyget. 3) Ha ett intuitivt flöde genom alla delar i verktyget, användaren bör intuitivt alltid veta vad nästa steg är och vad de kan förvänta sig. 4) Har en sökfunktion som stöder alla aspekter i verktyget

Chatbots are computer programs that interact with users utilizing natural language. Businesses benefit from using chatbots as they can provide a better and more satisfactory customer experience. This thesis investigates differences in user satisfaction with two types of e-commerce chatbots: a keyword-based chatbot and a GPT-based chatbot. The study focuses on user interactions with IKEA's chatbot "Billie" compared to a prototype GPT-based chatbot designed for similar functionalities. Using a within-subjects experimental design, participants were tasked with typical e-commerce queries, followed by interviews to gather qualitative data about each participants experience. The research aims to determine whether a chatbot based on GPT technology can offer a more intuitive, engaging and empathetic user experience, compared to traditional keyword-based chatbots in the realm of e-commerce. Findings reveal that the GPT-based chatbot generally provided more accurate and relevant responses, enhancing user satisfaction. Participants appreciated the GPT chatbot's better comprehension and ability to handle natural language, though both systems still exhibited some unnatural interactions. The keyword-based chatbot often failed to understand user intent accurately, leading to user frustration and lower satisfaction. These results suggest that integrating advanced AI technologies like GPT-based chatbots could improve user satisfaction in e-commerce settings, highlighting the potential for more human-like and effective customer service.

As Mixed Reality (MR) technologies become more prevalent, it is important for researchers to design and prototype the kinds of user interface and user interactions that are most effective for end-user consumers. Creating these standards now will aid in technology development and adoption in MR overall. In the current climate of this domain, however, the interface elements and user interaction styles are unique to each hardware and software vendor and are generally proprietary in nature. This results in confusion for consumers. To explore the MR interface and interaction space, this research employed a series of standard user-centered design (UCD) methods to rapidly prototype 3D head-worn display (HWD) systems in the first responder domain. These methods were performed across a series of 13 experiments, resulting in an in-depth analysis of the most effective methods experienced herein and providing suggested paths forward for future researchers in 3D MR HWD systems. Lessons learned from each individual method and across all of the experiments are shared. Several characteristics are defined and described as they relate to each experiment, including interface, interaction, and cost. / Ph. D.

En del förare ägnar sig åt sekundära aktiviteter som bidrar till en minskad trafiksäkerhet när de kör. User Experience kan informera och hjälpa människor till att göra säkrare och mer medvetna val i trafiken. Forskning från självrapporterad mobiltelefonanvändning visar att ett förbud mot mobilanvändning under bilkörning inte har lett till att människor helt upphört från beteendet. Arbetet undersökte om ett förarövervakningssystem bidrar till säkrare bilkörning när bilförare är distraherade av mobiltelefoner och om systemet påverkade deras känsla av säkerhet. En ytterligare frågeställning undersökte om det fanns någon skillnad mellan kvinnor och mäns förarbeteende och uppfattning av förarövervakningssystem. Detta undersöktes meden experimentellt mixad metoddesign med tester i simulator, enkäter och intervjuer. Simulatorstudien hade en mellangruppsdesign där 16 deltagare delades upp i tre grupper och körde tre banor i tätort och stadstrafik: deltagarna delades in i en kontrollgrupp (grupp A) utan mobil eller förarövervakningssystem, grupp B fick distraherande SMS och grupp C fick distraherande SMS och varnades av förarövervakningssystemet AIS12. Deltagarna intervjuades och fick fylla i en utvärderande enkät efter simulatorn. En enkät skickades ut online för att ta reda på förarbeteende och åsikter om förarövervakningssystem. Trots att resultaten från simulatorn ej var signifikanta så framkom åsikter om för- och nackdelar med förarövervakningssystem från intervjudeltagarna. Simulatorexperimentet hade ett litet stickprov, vilket kan bidragit till att resultatet inte visade sig vara signifikant. / Some drivers engage in secondary activities that contribute to decreased traffic safety. User Experience can inform and help people make safer and more conscious choices in traffic. Previous research on self-reported mobile phone use shows that a ban on mobile phone use while driving has not led people to completely cease the behavior. The study investigated whether a driver monitoring system contributes to safer driving when drivers are distracted by mobile phones and whether the system affected their sense of safety. An additional question examined whether there was a difference between male and female drivers' behavior and perception of the driver monitoring system. This was investigated using an experimental mixed-method design with a simulator, surveys, and an interview. The simulator study had a between-groups design where 16 participants were divided into three groups and drove three tracks in urban and city traffic: group A was a control group without mobile or driver monitoring system, group B received distracting SMS messages, and group C received distracting SMS messages and were warned by the driver monitoring system AIS12. Participants were interviewed and filled out an evaluative survey after the simulator. Another survey was sent out online to investigate driver behavior and opinions about driver monitoring systems. Although the results from the simulator were not significant, opinions about the pros and cons of the driver monitoring system emerged from the interview participants. The simulator experiment had a small sample size, which may have contributed to the result not being significant.

Virtual Reality is rapidly growing in popularity. This new medium offers manypossibilities for those who wish to explore what the technology provides in the 3Denvironment. However, the design principles that have been used for decades revolvearound 2D surfaces and applying them in the 3D space can cause severalincompatibility issues that diminishes the user experience.This study aimed to help highlight what aspects of virtual reality need to be improvedcompared to non-virtual reality platforms to enhance the user experience. To do this,VRChat, a virtual reality platform was chosen, which can be used by both VR, and nonVR headset users alike. By comparing these two user bases it could help highlight thepros and cons of the current system and help give guidelines on how to create futureVR platforms. During the test period, 58 people participated who did specific tasks onthe platform and filled out the quantitative data gathering survey, based on the UserExperience Questionnaire (UEQ) test.After comparing the two user bases, the result shows that there is no significantdifference between using VRChat either way allowing both user bases to enjoy theplatform equally. However, because of these results, the work failed to highlight whataspects of a VR platform need to be changed to fit the needs of VR headset users. Itimplies the need for further research and experimenting with the medium. In the future,further research, testing and experimentation are needed to improve the current designmodels and make the systems more pleasant for VR headset users.

Gamification kan enklast beskrivas som tillämpningen av speldesignselement i en kontext orelaterad till spel. Gamification-mekaniker används inom nätkasinobranschen som ett medel för att engagera slutanvändarna och skapa interaktion mellan användaren och systemet. Syftet med denna studie var att undersöka hur spelmekanikerna inom nätkasinobranschen kan användas utan att vara motstridig till svensk lagstiftning, samt vilka konsekvenser som appliceringen skulle kunna få på användarnas upplevelse. Metoderna för studien var litteraturgenomgång och en fallstudie. Resultatet tyder på att det finns spelmekaniker som inte bryter mot svensk lagstiftning, till exempelvis erfarenhets- och inlösningsbara poäng. Avslutningsvis presenteras förslag på hur de identifierade spelmekanikerna som går emot svensk lagstiftning kan användas och vilka åtgärder spelföretag kan ta för att minimera risker för att spelare, genom diverse spelmekaniker, utvecklar riskfaktorer för problemspelande.

Age-related physical and cognitive changes hinder the ability of older adults to operate smartphones. While many user interface (UI) heuristics exist today, there is a need for an updated set designed specifically to assess the usability of mobile devices for an older audience. Smartphone evaluation heuristics for older adults based on age-related changes in vision, hearing, attention, memory and motor control were developed in this thesis by analyzing literature on age-related physical and cognitive changes impacting smartphone usability. Support for heuristics was found by gathering information on how older adults use cell phones through interviews and an online survey. It was demonstrated that strength of support for some heuristics increases with age. The evaluated heuristics provide usability practitioners and designers with a framework for evaluating the usability of smartphones for older adults.

Creating immersive experiences for virtual reality (VR) presents new design opportunities and challenges that do not appear when creating experiences on a screen. Creating prototypes and exploring concepts in VR is today limited to professionals with previous knowledge in 3D application development, and testing 3D experiences requires the usage of an Head-Mounted Display (HMD), which forces professionals to switch medium from the computer to an HMD. With new advances in this field, there have to be new solutions to these challenges. The goal of this thesis is to explore how VR technology can be utilized in the experience design process for VR. This is achieved through a literature study and conducting expert interviews, followed by a hardware evaluation of different HMDs and concept creation using rapid prototyping. From the interviews, a number of issues could be identified that correlates with the research from the literature study. Based on these findings, two phases were identified as suitable for further improvements; Concept prototyping and testing/tweaking of a created experience. Lo-fi and hi-fi prototypes of a virtual design tool were developed for HTC Vive and Google Daydream, which were selected based on the hardware evaluation. The prototypes are designed and developed, then tested using a Wizard of Oz approach. The purpose of the prototypes is to solve some of the issues when designing immersive experiences for HMDs in the suitable experience design phases that were identified by analyzing the interview results. An interactive testing suite for HTC Vive was developed for testing and evaluation of the final prototype, to verify the validity of the concept. Using Virtual Reality as a medium for designing virtual experiences is a promising way of solving current issues within this technological field that are identified in this thesis. Tools for object creation and manipulation will aid professionals when exploring new concepts as well as editing and testing existing immersive experiences. Furthermore, using a Wizard of Oz approach to test VR prototypes significantly improves the prototype quality without compromising the user experience in this medium.