The world moves toward the era of a smart society that is human-centered, sustainable, and inclusive. Countries employed new information and communication technologies to deliver services and engage citizens in the decision-making process. These services are evolving and in the near future, we can expect a plethora of new services related to Smart Society 5.0 and Industry 4.0, in addition to more traditional services. The possibility of these new technologies to foster sustainable development can only be obtained when all target users have fair access to the offered services. In the e-government context, ensuring service quality is crucial for success. While many factors contribute to service quality, user experience is becoming increasingly important. Governments need to put citizens at the center of the design process of their services and ensure that all target users have an enhanced experience with the offered e-services. Moreover, e-government constantly changes over time and continues to drive opportunities and open new possibilities for potential developments. Therefore, it is highly recommended that government agencies regularly evaluate citizens' experience with the offered services and investigate the factors that significantly influence their adoption behavior. However, numerous research efforts investigated the user experience of e-government from the lens of specific government services in an individual or specific range of countries. There has been a lack of a global e-government adoption framework to evaluate users' adoption behaviors of e-government services. Despite successful efforts to formalize certain aspects of user experience, there remains a need for a comprehensive and systematic framework for user experience evaluation. Therefore, the main objective of this thesis is to conduct a comprehensive study of the state of the art in user experience evaluation and develop a unified framework that integrates existing knowledge on the topic. It provides a systematic approach for enhancing user experience by providing guidelines on how to evaluate users' adoption behaviors of e-government services efficiently as a reference for future investigations. The research approach was conducted through two main phases. The first phase aims to design the proposed conceptual framework to evaluate users' adoption behaviors of e-government services. Hence, we have conducted a systematic literature review on user experience towards e-government services and cover all different aspects to better understand target users and enhance their overall experience. This systematic review informed the design of a holistic conceptual framework by investigating factors that significantly affect users' adoption of e-government services globally. The proposed framework provides a standard overarching process for future research in the e-government domain by providing an established methodology for evaluating users' adoption behaviors of e-government services. This framework is global, it is used to evaluate users' adoption behaviors of e-government in any country to ensure that citizens have a good experience with e-government services in that country. The framework includes the most common significant factors influencing users' adoption behaviors of e-government that represent the necessary steps to enhance citizen experience and boost their adoption behavior. The second phase implies the utilization of the proposed framework to evaluate users' adoption behaviors of e-government by developing a reference implementation of e-government adoption based on the proposed framework. The quantitative research methodology was employed using a web-based questionnaire to evaluate the e-government adoption behavior. The questionnaire contains a set of measurement items pertaining to each factor that existed in the proposed framework to investigate their potential relationships. The questionnaire underwent an iterative process of testing and validation to ensure the reliability and credibility of the measurement items. Then, the multivariate statistics, including the structural equation modeling, have been adopted to analyze and examine the framework relationships. Preliminary results of this thesis include two user studies investigating user experience towards specific e-government services to support the development of the conceptual framework. Then, the proposed framework alongside the reference implementation were applied to evaluate the Saudi e-government adoption by evaluating the adoption behavior and developing an explanatory model for the adoption behaviors of Saudi citizens. The contributions of this thesis can be summarized by conducting a systematic literature review on user experience towards e-government services to inform the design of the proposed framework. Then, developing a global conceptual framework for evaluating users' adoption behaviors of e-government. Overall, this thesis provides valuable insights into enhancing citizen experience and increasing their adoption of e-government services, which supports government agencies, practitioners, and policymakers. / Doctor of Philosophy / Governments employed new technologies that are dynamic and smart to deliver services to citizens and ensure they are engaged while using these services. Nowadays, the phenomenon of 'smart society' refers to systems that are human-centered, sustainable, and accessed by all target users. Universal access to government services is the pillar to achieving sustainable development goals as expressions of a smart society. In the electronic government context, ensuring service quality is crucial for success. While many factors contribute to service quality, user experience is becoming increasingly important. Governments need to put citizens at the center of the design process of their services and ensure that all target users have an enhanced experience with the offered e-services. Moreover, e-government constantly changes over time and continues to drive opportunities and open new possibilities for potential developments. Therefore, it is highly recommended that government agencies regularly evaluate citizens' experience and investigate the factors that influence their adoption behavior. In the literature, there has been a lack of a comprehensive review of user experience towards e-government services globally. In addition, many research efforts focused on developing e-government adoption frameworks based on government services in a specific country or a limited range of countries. There has been a lack of a global e-government adoption framework to evaluate users' adoption behaviors of e-government services. Despite successful efforts to formalize certain aspects of user experience, there remains a need for a comprehensive and systematic framework for user experience evaluation. Therefore, the main objective of this thesis is to conduct a comprehensive study of the state of the art in user experience evaluation and develop a unified framework that integrates existing knowledge on the topic. It provides a systematic approach to enhance the user experience by providing guidelines on how to evaluate users' adoption behaviors of e-government services efficiently as a reference for future investigations. This comprehensive review informed the design of a holistic conceptual framework by investigating significant factors influencing users' adoption behaviors of e-government services globally. Hence, the proposed framework includes the most common significant factors influencing users' adoption behaviors of e-government imported from the comprehensive review's results. This framework provides a standard overarching process for future research in the e-government domain by providing an established methodology for evaluating users' adoption behaviors of e-government services. It is used to evaluate the e-government adoption behaviors in any country to ensure the efficiency of e-government services and enhance the citizen experience in that country. The quantitative research methodology was employed using a web-based questionnaire to evaluate the e-government adoption behavior based on the proposed framework. The questionnaire was tested and validated to ensure the reliability and credibility of the questionnaire items. After that, specific statistical techniques, including structural equation modeling, were used to examine and refine the framework relationships. Preliminary results of this thesis include two user studies investigating users' experience towards specific e-government services to support the development of the conceptual framework. Hence, the proposed framework alongside the developed questionnaire and implemented analysis techniques were applied to evaluate the Saudi e-government adoption by evaluating the adoption behavior and developing an explanatory model for the adoption behaviors of Saudi citizens. This thesis supports the e-government by providing valuable insights to government practitioners and policymakers on enhancing citizen experience and increasing their adoption of e-government services.

Researchers in the area of web usability dwell on the importance of simplicity in a website design so that users can achieve a specific task with effectiveness, efficiency and satisfaction. If a banking website misses one of these characteristics of usability users may get lost in the middle of the website or become frustrated and “will seek information elsewhere”. This study assesses what are the main issues behind the current banking websites through a questionnaire with 74 participants the result of this questionnaire shows that there are still unsolved problems in the current banking websites that impacts the quality of use. This study performs a thorough theoretical study to find out more about the subject understudy and by combining together with qualitative interviews; the study comes up with a proposed solution to improve banking websites’ usability – by implementing a user-centered design. / Program: Masterutbildning i Informatik

Det har länge dividerats om hur den teknologiska utvecklingen påverkar oss. Marshall McLuhan och Alvin Toffler ifrågasatte vårt beteende och berättade om hur teknikens utveckling kommer att påverka oss redan på 1960-talet. Det har också myntats uttryck som information overload och infobesity som uttrycker den stress människor upplever när de inte längre kan bearbeta den information de konstant tar del av. Sociala medier är en stor bidragande faktor till det rådande tillståndet av information overload. Det råder inte heller några tvivel om att vår användning av sociala medier mer eller mindre påverkar våra medvetna beslut och vår kommunikation.Information overload är inget nytt begrepp, och i dagens informationssamhälle är det inte bara massmedia som står för den informationsspridning som sköljer över befolkningen utan de är själva delaktiga i att skapa den enorma mängd information och kommunikation de tar del av varje dag. Medierad kommunikation är under ständig utveckling och tar en stor plats i vårt vardagsliv. Det är inte enbart den klassiska masskommunikationen som fångar användarnas uppmärksamhet utan det är möjligheten att själva vara med och bidra till kommunikation och information som är intressant för användaren.Det är av vår uppfattning att de moderna kommunikationsverktygen påverkar vårt varande, både i den digitala och den verkliga världen, och det är denna påverkan som är i fokus för denna studie. / Today’s interactive media invites users to take part in a massive exchange of information and the idea and desire to filter information has always been in question. This thesis will discuss the problems with information overload and the effects it has on users of social media. With critical design as a point of view we aim to point out some of these effects in an attempt to create a debate within the interaction design community. The first chapter will discuss the theories underlying mediated communication, information overload, user centered design and critical design. The following chapters will discuss methodology and implementation of these methods. Bodystorming and user studies will function as our main methods to map out the behavioural changes that come from information overload. The result of our user studies indicates that the communication often becomes impersonal and that the activity itself becomes more important than the content of the message. Our final results will not present a solution to the problem area but will give an example on how to focus design work to avoid creating unpleasant user experiences of social and interactive media.

The purpose of this study is to address uncertainty for the implementation of functionality concerning invoice management in the context of the customer relationship management (CRM) system Salesforce by providing design guidelines. It is a qualitative research project that follows a user-centered design (UCD) approach. Seven themes covering perceived difficulties were identified from a diverse set of stakeholders. The themes were analysed in a workshop where two Salesforce developers used their expert judgment to address the themes with liable design suggestions. This was followed by a heuristic evaluation session where an external Salesforce developer evaluated compressed versions of the design suggestions, leading to a concluding proposal of guidelines: 1) Comprehensive error handling and feedback, 2) Modular architecture, 3) Clarify systems relationship and provide detailed information, 4) Group similar functionality according to user role and provide direct feedback, 5) Understand user needs and utilize data graphics 6) Provide transparency for errors when possible, and 7) Provide traceable documentation based on functionality and workflows.

The focus of this paper is platform theory, sharing economy, and user-centered design (UCD). Platform theory helps us understand the extensive research in its discourse and provides a stable ground to explore the fragile stage of platform emergence. The sharing economy is a central phenomenon to the studied project which is very important for our global use of future scarce resources. UCD is a central phenomenon where the importance of early involvement of users in the development process of a UCD project. By studying a platform project under development, I present an analytical framework where I identify vulnerabilities and difficulties in platform emergence. The emergence of platforms is an important yet difficult, and vulnerable process, and only a few studies have been conducted exploring this phase. The research question addressed in this thesis is: What are the sources to vulnerabilities and difficulties in the process of platform emergence? Methods of conducting this study are the use of semi-structured interviews of the people involved in the platform project for further flexibility of the questions. The case study project is focused on building a platform that enables users to build their own platforms. The purpose of that project is to enable users to create sharing platforms easier and cheaper. In addition, vulnerabilities and difficulties in platform emergence are explored. The goals of this study are to: 1) understand how a project is performing in this fragile stage of platform emergence, and 2) how to reach the goal where a platform with the underlying themes of platform theory, sharing economy, and user-centered design can be achieved.

[ES] La mano humana es uno de los instrumentos más importantes para la psicomotricidad de ser humano y cualquier problema crónico como la Artritis Reumatoide (AR) implica la necesidad de una rehabilitación pautada y seriada desde el punto de vista médico que controle y verifique su efectividad en el tiempo. La Artritis Reumatoide es una de las enfermedades crónicas de mayor impacto social en la actualidad que afecta principalmente a personas mayores. Se considera que la AR afecta actividades y la calidad de vida de una persona, sobre todo en la de los adultos mayores, donde las afectaciones son mayormente significativas y requieren de atención. A través de la rehabilitación controlada asistida por ordenador, la tesis presenta, por una parte, una investigación sobre exoesqueletos para la rehabilitación crónica y por otra, la creación y validación de un dispositivo exoesquelético para el mano denominado ARTH-aid System que servirá para mejorar la rehabilitación de la mano artrítica que sufre una atrofia muscular progresiva. El sistema creado representa una ayuda significativa a través de la integración de determinados factores como: ergonomía, funcionalidad y diseño. Se ha diseñado y testeado con usuarios finales tomando en cuenta los factores mecánicos y de funcionalidad en la pérdida progresiva de movilidad manual de la mano en personas mayores con AR crónica. El sistema de rehabilitación incluye como parte fundamental un exoesqueleto en la mano que evalúa la dinámica y el progreso de la rehabilitación de un usuario generando confianza y satisfacción en el paciente durante las sesiones y mejorando la interacción con el fisioterapeuta. La metodología y el diseño de un guante exoesqueleto para la rehabilitación de pacientes crónicos de AR, ha sido desarrollada y evaluada teniendo en cuenta aspectos relacionados con el Design Thinking (DT) y el Diseño Centrado en el Usuario (DCU). Así mismo, en la creación e implementación tecnológica del sistema, se ha tenido en cuenta las tecnologías informáticas y electrónicas orientadas al manejo de sistema de gestión y control de movimientos programados mediante una placa electrónica integrada, finalmente se han utilizados aplicaciones de Diseño Asistido por Ordenador (DAO) y herramientas de Prototipado Rápido (PR) para la generación de las simulaciones informáticas y piezas físicas articuladas implementadas en el guante. La validación del sistema se realizó en el Hogar de Ancianos Santa Catalina Labouré, de Quito, Ecuador, primero con un grupo de expertos compuesto por los fisioterapeutas que trabajan en el centro y que permitió analizar su factibilidad como sistema integrado en el proceso de rehabilitación actual y posteriormente con un grupo de pacientes controlados terapéuticamente desde el centro, que permitió validar la funcionalidad del dispositivo, verificar su efectividad y evaluar el nivel de satisfacción dentro de la experiencia del usuario. / [CA] En la present tesi doctoral es va a profundir una de les malalties de gran impacte com és el cas de l'Artritis Reumatoide (AR) que afecta greument nivell mundial a persones de diferents edats. En entendre a la mà com una de les majors eines de vida, es consideren tots els impactes que té la AR en la vida d'una persona, especialment en la dels adults majors, on les afectacions són majorment significatives i requereixen d'atenció Amb la finalitat de millorar la qualitat de vida d'adults majors que pateixen de AR, la investigació culmina en el disseny d'una eina per a la rehabilitació contínua i controlada que va ser concebuda mitjançant el Disseny Centrat en l'Usuari (DCU) i la implementació de tecnologies i eines de Prototipado Ràpid. No sense abans haver realitzat una forta investigació que permeta comprendre clarament l'anatomia i la fisiologia de la mà. Seguit de revisions de pro-posades que es troben en el mercat i de diferents validacions amb diversos prototips, els mateix que són part de la metodologia utilitzada i que van permetre analitzar tant a la proposta de disseny com els requeriments essencials dels usuaris finals. El correcte enteniment de l'estructura biomecànica de la mà resideix en el coneixement de la seua estructura com un component funcional autònom; la geometria biomètrica de la mà representa un conjunt d'ossos, músculs i articulacions que són els responsables del control motor i sensorial de la mà. En perdre aquestes habilitats i funcions, es perd la capacitat de realitzar una sèrie de diversos moviments de força i agarres, i fins i tot altres activitats quotidianes com vestirse o menjar. El desenvolupament d'un sistema de rehabilitació mitjançant un exoesquelet adaptat i dissenyat pensant en l'usuari, permet millorar la interacció objecte- persona, la dinàmica de rehabilitació i generar confiança en el pacient durant el seu interacció amb el fisioterapeuta. Aquest escenari representa una ajuda significativa a través de la integració de determinats factors com: ergonomia, funcionalitat i disseny per a assemble i manufactura, aspectes que van permetre validar l'exoesquelet creat amb un grup d'usuaris reals. En aqueix sentit, les validacions es van fer tant amb el grup de pacients que pertanyen a la Llar d'Ancians "Santa Catalina Labouré", com amb el grup expert de fisioterapeutes que dediquen un temps a la rehabilitació d'aquests pacients. / [EN] The human hand is one of the most important instruments for the psychomotricity of being human and any chronic problem such as Rheumatoid Arthritis (RA) implies the need for a scheduled and serial rehabilitation from the medical point of view that controls and verifies its effectiveness over time. Rheumatoid arthritis is one of the chronic diseases with the greatest social impact today that mainly affects older people. RA is considered to affect a person's activities and quality of life, especially in older adults, where the affectations are mostly significant and require attention. Through computer-aided controlled rehabilitation, the thesis presents, on the one hand, an investigation on exoskeletons for chronic rehabilitation and on the other, the creation and validation of an exoskeletal device for the hand called ARTH-AID System that will serve to improve the rehabilitation of the arthritic hand that suffers a progressive muscular atrophy. The system created represents a significant help through the integration of certain factors such as: ergonomics, functionality and design. It has been designed and tested with end users taking into account the mechanical and functional factors in the progressive loss of manual hand mobility in older people with chronic RA. The rehabilitation system includes as a fundamental part an exoskeleton in the hand that evaluates the dynamics and progress of a user's rehabilitation, generating confidence and satisfaction in the patient during the sessions and improving the interaction with the physiotherapist. The methodology and design of an exoskeleton glove for the rehabilitation of chronic RA patients has been developed and evaluated considering aspects related to Design Thinking (DT) and User-Centered Design (DCU). Likewise, in the creation and technological implementation of the system, computer and electronic technologies oriented to the management of management system and control of programmed movements through an integrated electronic board have been taken into account, finally Computer Aided Design (DAO) applications and Rapid Prototyping (PR) tools have been used for the generation of computer simulations and articulated physical parts implemented in the glove. The validation of the system was carried out at the Santa Catalina Labouré Nursing Home, in Quito, Ecuador, first with a group of experts composed of the physiotherapists who work in the center and that allowed to analyze its feasibility as an integrated system in the current rehabilitation process and later with a group of potential users or patients controlled therapeutically from the center, that allowed to validate the functionality of the device, verify its effectiveness and evaluate the level of satisfaction within the user experience. / Moya Jiménez, RC. (2023). Estudio sistémico de una estructura exoesquelética para la rehabilitación de la atrofia muscular de la mano en personas con artritis reumatoide [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/193057

Syfte - Syftet med denna forskning är att främja förståelsen av hur slutanvändarbehov beaktas vid utformningen och genomförandet av offentliga e-tjänster. Metod - Forskningen genomfördes med en fallstudieapproach på Skatteverket, där fyra olika utvecklingsprojekt för e-tjänster undersöktes. Data samlades huvudsakligen in genom semistrukturerade intervjuer men även genom interna dokument och observationer. Resultat - Det används ingen enskild utvecklingsmetodik för att utveckla e-tjänster. Istället används flera olika metoder som i varierande omfattning lånar från Scrum eller andra agila metoder, samtidigt som metoderna styrs av ett underliggande sekventiellt tänk som liknar vattenfall-modellen. Vidare är det inte utvecklingsteamen som främst definierar eller fångar in slutanvändarbehov, utan teamen förlitar sig istället på projektexterna källor för detta. Det kan också konstateras att projekten i stor utsträckning inte utför någon systematisk uppföljning kring om slutanvändarnas behov har uppfyllts eller inte av den utvecklade e-tjänsten. Uppföljningen som görs är ofta informell eller endast muntlig och verkar vara hopslagen med att undersöka nya användarbehov och förbättringsområden. Bidrag – Det teoretiska bidraget omfattar bland annat att det visas att det finns flera sätt att utveckla e-tjänster på och att det i praktiken inte är en typ av utvecklingsmetod som följs utan snarare hybridmetoder. Luckor i teorin har också identifierats i form av vem som är tänkt att vara ansvarig för att upptäcka och definiera slutanvändarbehov samt vem som är i kontakt med slutanvändaren. En annan teoretisk lucka finns i hur uppföljning och utvärdering i ett e-tjänstutvecklingssammanhang bör utföras. Studiens empiriska bidrag betonar vikten av att involvera slutanvändare genom hela utvecklingsprocessen, behovet av att förtydliga ansvarsområden i och utanför utvecklingsteam och behovet av att införa systematiska uppföljningsprocesser om intresse finns av att mäta nyttan av människocentrerad utveckling. / Purpose - The purpose of this research is to advance the understanding of how end user needs are considered when designing and implementing government e-Services. Method - The research was conducted using a case study approach, investigating four different e-Service development projects at the Swedish Tax Agency. Data was mainly collected by conducting semi-structured interviews, but also through gathering internal documents and observations. Findings - There is no single development methodology used for developing e-Services. Instead several different methodologies are used and that they, in varying extent, borrow from Scrum or other agile methodologies while still being steered by an underlying sequential approach similar to the waterfall model. Furthermore, the development teams do not define nor capture many end user needs, but rather rely on project external sources for this. Also discovered was that the projects to a large extent do not perform any systematic follow-up to whether user needs have been met or not with the e-Service developed. The follow-up that is done is often informal or only oral and seem to be intermingled with deducing new user needs and improvement areas. Contributions - Conceptual contributions include showing that there are multiple ways of developing e-Services and that in practice not one type of development model is followed, but rather hybrid methodologies. Gaps in theory have also been identified: who is supposed to be responsible for discovering and defining end user needs as well as who is in contact with the end user; and how to view and perform follow-up and evaluation in an e-Service development context. The study’s empirical contributions highlight the importance of end user involvement through the entire development process; the need to clarify areas of responsibility in and outside the development teams; and the need for introducing systematic follow-up procedures if interested in measuring the benefits of HCD.

A more integrated collaboration between different disciplines and stakeholders in the process of software development affects the quality of the end product and its user experience. The diversity of methodologies across the disciplines creates a need for an aligned set of practices, such as Agile User-Centered Design (AUCD), which is a cross-disciplinary integration of the Agile and User-Centered Design (UCD) methodologies. The initial research part of this work focuses on identifying the main challenges and needs of cross-disciplinary teams, particularly in AUCD. The research methodology is based on a systematic review of the latest academic publications in the area, complemented by surveying the digital industry practitioners from multiple disciplines. The identified challenges and needs are then addressed by proposing a solution: Digital Product Mapping Framework for the documentation of a holistic digital product specification in a visual way. The framework outcome is a design artifact that can be used as a communication medium for both designers, developers, and other stakeholders. The validation of design artifacts showcased its high readability rate among first-time users. Additionally, empirical user tests proved that such documentation of the digital product specification can facilitate the collaboration of cross-disciplinary teams and support such software development activities as maintaining a shared vision and estimation of project cost and scope. This research work presents the following methodologies that can be valuable for both further academic research and for industry practitioners: synthesis and validation of the challenges and needs of cross-disciplinary teams; a set of recommendations for the specification documentation practices for AUCD; design principles for a solution to address the identified challenges and meet the needs of the cross-disciplinary teams. Moreover, an improved version of the proposed framework can potentially lead to a form of documentation that can be applied in AUCD practices. / Ett mer integrerat samarbete mellan olika discipliner och intressenter i programvaruutvecklingen påverkar slutproduktens kvalitet och användarupplevelse. Mångfalden av metoder inom disciplinerna skapar ett behov av en anpassad uppsättning metoder, såsom Agile User-Centered Design (AUCD), vilket är en tvärvetenskaplig integration av Agile och User-Centered Design (UCD) -metoderna. Den inledande forskningsdelen av detta arbete fokuserar på att identifiera de största utmaningarna och behoven hos tvärvetenskapliga team, särskilt i AUCD. Forskningsmetoden bygger på en systematisk genomgång av de senaste akademiska publikationerna inom området, kompletterat med kartläggning av utövare inom den digitala industrin från flera discipliner. De identifierade utmaningarna och behoven hanteras sedan genom att föreslå en lösning: Digital Product Mapping Framework för dokumentation av en holistisk digital produktspecifikation på ett visuellt sätt. Ramresultatet är en designartefakt som kan användas som ett kommunikationsmedium för både designers, utvecklare och andra intressenter. Valideringen av designartefakter visade sin höga läsbarhetsgrad bland förstagångsanvändare. Dessutom bevisade empiriska användartester att sådan dokumentation av den digitala produktspecifikationen kan underlätta samarbete mellan tvärvetenskapliga team och stödja sådana programvaruutvecklingsaktiviteter som att upprätthålla en delad vision och uppskatta projektets kostnad och omfattning. Detta forskningsarbete presenterar följande metoder som kan vara värdefulla för både vidare akademisk forskning och för branschutövare: syntes och validering av tvärvetenskapliga teams utmaningar och behov; en uppsättning rekommendationer för specifikationsdokumentationspraxis för AUCD; utforma principer för en lösning för att hantera de identifierade utmaningarna och tillgodose behoven hos de tvärvetenskapliga teamen. Dessutom kan en förbättrad version av det föreslagna ramverket potentiellt leda till en form av dokumentation som kan användas i AUCD-praxis.

Ce projet de recherche vise à explorer le rôle du design dans l’acte d’achat et l’évaluation des produits. L’hypothèse de recherche repose sur le fait que le design est un obstacle à la rationalité dans le choix d’un bien, car ce dernier est rattaché à des singularités qui lui sont propres, le rendant difficilement comparable aux autres biens d’un même marché. Les produits deviennent difficiles à évaluer et à classer parmi les autres biens similaires dans le marché. En soi, la finalité et les vertus du design permettent aux consommateurs d’avoir une plus grande liberté de choix, mais ce rôle dynamique et économique que peut prendre le design peut aussi confondre les consommateurs devenant brouillés par l’abondance de choix. En ce sens, le design serait la clé de la voûte d’une économie des singularités telle que proposée par Lucien Karpik dans L’économie des singularités. Avec une méthodologie ethnologique, cinq projets d’évaluation de produits au sein de deux organismes produisant des dispositifs d’aide à la consommation ont été observés sur une période de deux ans. À la conclusion de cette étude, il a été démontré que certaines améliorations pouvaient être apportées aux processus d’évaluation, plus particulièrement en ce qui concerne les facteurs qui ne sont pas pris en compte dans les dispositifs d’aide à la consommation actuels, comme l’évaluation de produits centrée sur l’usager à l’aide de scénarios d’usages, plutôt que l’évaluation de produits centrée sur l’objet, ainsi que la considération de l’expérience de l’usager dans l’évaluation des biens. / This research project aims at exploring the role of design within the act of purchasing and rating products. This premise is based on the fact that design is an obstacle to an individual’s rationality when choosing goods because they are multidimensional and of uncertain quality, as proposed by Lucien Karpik. This creates a difficulty faced by consumers when trying to find comparable products on the market. The research hypothesis of this project suggests that design is an obstacle to reason by offering multidimensional products to consumers. It then becomes harder for them to evaluate singular products available on the market, and to make wise consumption choices. One of the aims of design is to offer users freedom of choice, but this dynamic and economic role of design can also lead to confusion, where consumers become blinded by the abundance of choices. In this sense, design would be the keystone of a singularity-based economy. Five product rating projects were observed on a two-year period within two agencies involved in producing consumption aid devices by using an ethnological approach. The conclusion of this study has shown that some improvements could be made to the product rating processes, particularly for the facts that have not been accounted for in the actual consumption aid devices, such as user-centered product ratings based on user scenarios instead of object-centered product ratings, as well as considering user experience in product evaluation.