Metrics for Mobile App UX Satisfaction: A Literature Review - MITS6011

This report, submitted by a student at the Victorian Institute of Technology (VIT) for the MITS6011 Advanced Research Techniques course, presents a literature review on the development of metrics for quantifying user experience (UX) satisfaction in mobile applications. The research focuses on identifying and analyzing key factors influencing mobile app usability and user satisfaction. The student extensively reviewed journal articles, emphasizing the application of the Goal-Question-Metric (GQM) model to establish a framework for assessing UX. The report discusses various usability metrics, including efficiency, satisfaction, and effectiveness, along with methods like remote user testing and considerations for app design to improve customer experience. The findings highlight the importance of native components, attractive design, consistency, and readability in enhancing mobile app UX. The report also provides a comprehensive bibliography of relevant research papers.

MITS Advanced Research Techniques
Research Report
Candidate:
Student Name
Higher Education Department
Victorian Institute of Technology
Report Title:
The development of metrics for proper quantification of user experience satisfaction of
mobile applications.
Literature Review
It is found that in order to conduct the research on the development of metrics for proper
quantification of user experience satisfaction of mobile applications, it is found that the keyword
“user experience” was mainly was used for gathering 193 journal articles quite effectively. It is
found that out of the total number of journals that are selected, it is found that concise keyword
from the topic was mainly used for collecting around 50 journal articles from where information
about the research topic can be effectively reviewed [1]. It is found that the journal review that
was conducted was mainly based on the conception of usability. It is analyzed that different
quality characteristics for each of the measures are generally determined for ensuring that there is
no duplication. In addition to this, a number of measures have been reviewed that further helps in
simplifying the guidelines for ensuring that the model that is utilized is not much complex. It is

analyzed from the literatures that most of the studies generally employs efficiency, satisfaction,
effectiveness as well as quality-based characteristics for making such characteristics as a base.
It is found that in this step GQM model is mainly reviewed prior to the proper
development of the metric for successfully measuring the usability of mobile app. According to
[2], GQM is one of the goals driven based method that helps in proper development as well as
maintenance of metrics program which is mainly based on three different levels that further
include goals, metrics as well as questions. This particular approach generally helps in bringing
success for the reason which is found to be adaptable to different organizations as well as
environments which is further confirmed by a large company which generally have employed it
successfully. It is stated by [5] that GQM model was mainly utilized for defining as well as
evaluating the goals for a specific project such that its use has generally been extended to a
number of perspectives including progress monitoring, project planning as well as quality
improvement [4]. Furthermore, it is analyzed that GQM approach will be further extended for
measuring the different types of usability-based guidelines in order to provide appropriate
metrics for the guidelines quite effectively.
It is found that for applying the GQM approach and for acquiring different types of
usability-based metrics, the main goal can generally be identified quite effectively. All the
different types of guidelines which are generally obtained with the proper goal of the GQM
model quite effectively. Furthermore, the questions will be properly developed for assessing each
of the goal that is mainly described within the first step [5]. It is found that proper questions are
generally developed by effectively refining the goal into a number of questions for properly
ensuring that the questions which are created are quite measurable. Lastly, proper set of metrics
is developed for providing proper answer to those questions. According to [2], it is quite

necessary to simplify the guidelines by properly reviewing as well as combining proper
guidelines which will generally affect other guidelines while conducting proper usability test.
It is found that several literatures have been searched in order to analyze that usability is
one of the metrics that is quite beneficial in identifying whether the customers are happy and
satisfied by using the mobile app or not. It is stated by [6] that the usability of the mobile app can
generally be improved by using native component, by keeping the design attractive and simple as
well as by improving the consistency and speed of the app. In addition to this, it is analyzed that
for determining the mobile usability, remote user testing is also performed that further helps in
allowing proper feedback from remote users and how happy are they by using the app [5].
Moreover, it is found that improving readability, learnability as well as support that is provided
by the mobile app, it is also helpful in improving the customer experience satisfaction quite
effectively.

Bibliography
[1].Riegler, A. and Holzmann, C. Measuring visual user interface complexity of mobile
applications with metrics. Interacting with Computers, 30(3), pp.207-223, 2018.
[2].Lachner, F., Naegelein, P., Kowalski, R., Spann, M. and Butz, A. Quantified ux: Towards
a common organizational understanding of user experience. In Proceedings of the 9th
Nordic conference on human-computer interaction (pp. 1-10), 2016.
[3].Harte, R., Glynn, L., Rodríguez-Molinero, A., Baker, P.M., Scharf, T., Quinlan, L.R. and
ÓLaighin, G. A human-centered design methodology to enhance the usability, human
factors, and user experience of connected health systems: a three-phase
methodology. JMIR human factors, 4(1), p.e8, 2017.
[4].Olubusola, A.O. User satisfaction in mobile applications. Research Paper at School of
Computer Science, University of Birmingham. Retrieved from, 2015.
[5].Qu, Q.X., Zhang, L., Chao, W.Y. and Duffy, V. User experience design based on eye-
tracking technology: a case study on smartphone APPs. In Advances in applied digital
human modeling and simulation (pp. 303-315). Springer, Cham, 2017.
[6].Błażejczyk, I., Trawiński, B., Indyka-Piasecka, A., Kopel, M., Kukla, E. and Bernacki, J.
September. Usability testing of a mobile friendly web conference service. In International
Conference on Computational Collective Intelligence (pp. 565-579). Springer, Cham, 2016