Designing for Interaction on Mobile Devices E-Book

Philipp Nägelein

• Herausgeber: Books on Demand
• Kategorie: Fachliteratur
• Serie: Electronic Commerce & Digital Markets
• Sprache: Englisch
• Veröffentlichungsjahr: 2018

Seitenzahl: 229

Beschreibung

Digital technology has fundamentally changed the way humans interact with objects. As a consequence, the focus of product development and design processes has been shifting away from creating physical objects towards designing for interaction with digital objects. Touch-based mobile devices such as smartphones and tablet computers play an essential role in this shift of design paradigms. This cumulative dissertation consists of four essays. First, we provide a holistic overview of research from multiple disciplines on the topic of exploring products through digital touch. Second, we focus on the product perspective and develop a tool that helps organizations to quantify, visualize, and communicate the user experience of their digital products.Third, we explore the digital touch interface per se. Our research provides a better understanding of how digital interaction design, particularly through visual control mechanisms, entails different effects on touch-based mobile devices relative to traditional desktop PCs. Lastly, we focus on the consumer perspective and investigate how goal orientation influences the relationship between different mobile user interfaces, consumer attitudes, and behavioral intentions.

Leseprobe

Series: Electronic Commerce & Digital Markets

Volume: 8

Editor: Prof. Dr. Martin Spann

ISSN: 2199-7608

Ludwig-Maximilians-Universität München

Munich School of Management

Institute of Electronic Commerce and Digital Markets

Geschwister-Scholl-Platz 1

80539 Munich

Germany

www.ecm.bwl.lmu.de

Foreword

The optimal design of the digital interface to the customer is one of the key success factors in electronic commerce. An online seller’s digital interface is responsible for its product presentation as well as the interaction between the company and its customers. Several scientific disciplines have studied the interface design: From a marketing perspective, it relates to the sales channel and the product presentation, from a computer science perspective it relates to questions of the so-called "human computer interaction" and from a psychology perspective to questions of product perception. For an online seller, an optimal design of the digital interface to the customer is the primary goal to increase product sales and profits.

The proliferation of mobile devices (e.g., smartphones and tablets) has created new opportunities and challenges for the design of the digital interface to the customer. Mobile devices differ from desktop or laptop computers in that they are controlled by so-called touchscreens rather than a computer mouse or touchpad. In addition, mobile devices are highly personalized devices that users usually carry with them anytime and anywhere. Interaction via touchscreens on a highly personalized device can substantially affect the perceived attractiveness of products as well as product purchases, which must be taken into account when designing websites for mobile devices.

The goal of Philipp Nägelein’s dissertation is the analysis of three types of factors influencing the user interaction with mobile devices: Product-related, interface-related and consumer-related factors, which he derives in his first interdisciplinary literature-based study and subsequently analyzes in three empirical studies.

In his empirical studies including large-scale field and online experiments, Philipp Nägelein demonstrates that different navigational control mechanisms such as the direction of navigation (scrolling vs. swiping) and the amount of information provided can have a significant impact on consumer choice. Further, he identifies important moderators such as the textural fit between the surfaces of products and touchscreens.

Philipp Nägelein’s dissertation provides important theoretical insights into consumer behavior affected by the digital interface as well as the digital device. Further, his results are of high practical importance for online sellers as well as website developers. I wish that research and practice in marketing and human-computer interaction will benefit from the insights of this dissertation.

Munich, February, 2018

Martin Spann

Acknowledgements

Holding this – or any – dissertation booklet in the hands, one might get the impression that more or less all of the work inside can be attributed to a single person, the author. This perception, however, is widely mistaken. Much rather, a large number of remarkable people contributed in many different ways.

First of all, I would like to thank my advisor Martin Spann. With your feedback and advice, your mentorship and guidance, your patience and trust, you inspired me far beyond academic research. In a similar way, I would like to express my gratitude to my second advisor Thomas Hess and in particular to my further co-authors Florian Lachner, Andreas Butz, and Robert Kowalski. Building bridges between the disciplines of management, marketing, and human-computer interaction has been a fruitful and rewarding challenge.

Day in, day out, my colleagues at the CDTM management team were there for me through all the ups and downs along the road: Laura Bechthold, Gesa Biermann, Patrick Bilic, Patrick Christ, Michael Chromik, Fabian Dany, Maximilian Engelken, Florian Gall, Veronika Gamper, Claudius Jablonka, Florian Korte, Florian Lachner, Kilian Moser, Stefan Nothelfer, Benedikt Römer, Julian Sußmann, and Stefanie Weniger. Thank you so much for your continuous support, advice, and friendship.

Furthermore, I would like to thank my colleagues at the Institute for Electronic Commerce and Digital Markets: Daniela Baum, Gábor Darvasi, Stefan Daurer, Andrea Dechant, Andreas Heusler, Lena Hoeck, Chinmay Kakatkar, Katharina Maßner, Dominik Molitor, David Prakash, Lucas Stich and Kamilla Zab. Even though we did not share the same office every day, you’ve always made me feel like a part of your ECM family and supported me not only with my research, but also as true friends.

Uta Weber at CDTM and Waltraud Broch at ECM deserve a special mention. Whenever I arrived at your place, you would welcome me with a smile, with the latest news, and many times with delicious food.

Sebastian Schuon and Max Müller supported me in the realization of my research, involving a time commitment far beyond anything I could have ever asked for. Simon Eumes, Pascal Fritzen and Florian Fincke developed state-of-the-art mobile interfaces to conduct user studies online. Coye Cheshire and Jeff Burton provided me with the opportunity to spend three months as a visiting researcher at UC Berkeley. A large part of my research has been financed through the Software Campus research grant, with ongoing mentoring and support by Verlagsgruppe Georg von Holtzbrinck, namely by Christian Gerlich, Annegret Teichert, and Volker Smid.

Last but not least, I would like to thank my family and close friends, who I can always count on. Your permanent love and support means everything to me.

Munich, February, 2018

Philipp Nägelein

Table of Contents

Introduction

Article 1

Exploring Products Through Digital Touch: A Systematic Literature Review

Article 2

Quantified UX: Towards a Common Organizational Understanding of User Experience

rticle 3

The Effect of Visual Control Mechanisms on Touch-Based Mobile Devices

Article 4

The Effect of Goal-Oriented Mobile User Interfaces on Consumer Attitudes

Overall Conclusion

I Introduction

1 Relevance of Designing for Interaction on Mobile Devices

“I felt that there was an opportunity to create a new design discipline,

dedicated to creating imaginative and attractive solutions in a virtual world,

where one could design behaviors, animations, and sounds as well as shapes.

This would be the equivalent of industrial design

but in software rather than three-dimensional objects.”

- Bill Moggridge (2007, p. 14)

In the above statement, Bill Moggridge, who designed the first laptop computer and founded the influential design firm IDEO, laid out the foundation for a new profession named Interaction Design, which is at the core of this dissertation. Our research is rooted in the observation that digital technology has fundamentally changed the way humans interact with objects. As a consequence, the focus of product development and design processes has been shifting away from creating physical objects towards designing for interaction with digital objects. Touch-based mobile devices play an essential role in this shift of design paradigms: “The cell phone is an example of the convergence of digital and physical interaction; in one product the design for sight, sound, and touch are all crucial” (Moggridge, 2007).

Over the past decade, mobile devices such as smartphones and tablet PCs have been steadily growing in economic importance. In the U.S. alone, mobile commerce accounted for more than 20 percent of online sales at the end of 2016 and will grow to almost 50 percent by 2020 (Statista, 2017). Advertising spending on mobile devices is predicted to total more than $58 billion in 2017 (eMarketer, 2017). Mobile currently represents roughly 70 percent of digital ad investment, with its share forecasted to be growing to close to 80 percent by 2021. This trend is fueled by the rapid spread and adoption of smartphones and tablets around the world. Globally, the number of smartphone users reached 2.1 billion in 2016, and is expected to rise to 2.87 billion in 2020 (Statista, 2016a). The number of tablet users worldwide is growing at a similar pace, from 1.12 billion in 2016 to 1.46 billion in 2020 (Statista, 2016b). Correspondingly, mobile devices play an increasingly important role in private and social life. More and more time is spent with smartphones, tablets, and hybrid “phablets” (Flurry Analytics, 2016).

This dissertation builds on two main characteristics of mobile devices. First, most devices nowadays are equipped with touchscreens (DeviceAtlas, 2016) that provide the opportunity to design for multisensory digital product experiences. Second, in contrast to traditional desktop PCs, smartphones and tablets are truly personal and highly individualized devices (Bacile et al., 2014). Through the combination of these properties, touch interfaces – in particular when personally owned – can reduce media discontinuity and allow consumers to exercise more direct control when evaluating products online (Hein et al., 2011; Brasel and Gips, 2014; 2015).

2 Contribution of the Dissertation

The topic of designing for interaction on mobile devices has attracted interest from researchers of various disciplines. This dissertation is primarily rooted in the fields of management, marketing, information systems, and psychology – however, we also frequently relate to human-computer interaction research which puts more emphasis on the development and evaluation of new technologies that facilitate the digital touch experience. As further discussed in the following articles, the haptic information framework proposed by Peck and Childers (2003b) provides a meaningful way to segment existing literature. Within our scope of mobile interaction design, we distinguish between product-, interface-, and consumer-related factors. Product-related factors such as object properties, touchability and intangibility have been mainly discussed in management and marketing research (e.g. Peck and Childers, 2003a; Peck and Wiggins, 2006; Peck and Shu, 2009; Kim and Krishnan, 2015). Interface-related factors comprise both a hardware side (i.e., the device and digital screen as a medium) and a software side (i.e., the digital representation of an object in the virtual world). While early research on virtual product experiences was focused on traditional web interfaces (e.g., Schlosser, 2003; Grohmann et al., 2007), an increasing number of studies have investigated the specific capabilities of touch-based mobile interfaces in recent years (e.g., Brasel and Gips, 2014; Brasel and Gips, 2015; Shen et al., 2016). With regard to digital interaction, Jiang and Benbasat (2005) distinguish between visual control mechanisms (i.e., technologies enabling customizable presentation formats and navigation) and functional control mechanisms (i.e., technologies enabling virtual exploration of product-specific features and functions). Such interactive technologies are particularly discussed in information systems (e.g., Jiang and Benbasat, 2007; De et al., 2013) and psychology (e.g., Overmars and Poels, 2015; Blazquez Cano et al., 2017). Lastly, consumer-related factors such as need for touch, goal orientation, perceived diagnosticity or perceived ownership are broadly discussed in all disciplines, particularly marketing (e.g., Peck and Childers, 2003a; Schlosser et al., 2006; Elder and Krishna, 2012).

Our corresponding research objectives are as follows. First, we provide a holistic overview of research from multiple disciplines on the topic of exploring products through digital touch. As outlined above, our goal is to distill product-, interface-, and consumer-related factors to be considered when designing for interaction on mobile devices. This segmentation lays the foundation for the three subsequent research questions addressed in this dissertation. Second, we focus on the product perspective and aim to develop a tool that helps organizations to quantify, visualize, and communicate the user experience of their digital products. Third, we focus on the digital touch interface per se. Our objective is to gain an understanding of how digital interaction design, particularly through visual control mechanisms, might entail different effects on touch-based mobile devices relative to traditional desktop PCs. Lastly, we focus on a consumer point of view and investigate how goal orientation influences the relationship between different mobile user interfaces, consumer attitudes, and behavioral intentions. The resulting structure of this dissertation is detailed in the following section.

3 Structure of the Dissertation and Summary of Articles

This cumulative dissertation is structured as follows. After this introduction, we present four different articles. The first article provides a systematic literature review of articles that discuss the exploration of products through digital touch. We analyze and synthesize research from different disciplines to build the theoretical foundation for the remaining articles, clustered into the focal areas of the product, the interface, and the individual consumer. The second article is product-focused: we bridge the gap between academia and practice by proposing a formalism and corresponding tool to quantify, visualize, and communicate a product’s user experience within organizations. The third article focuses on the digital touch interface, and deals with the effects of visual control mechanisms on touch-based mobile devices as well as the role of textural fit between the surfaces of products and touchscreens. In the fourth article, which focuses on the individual consumer, we investigate the effects of goal-oriented mobile user interfaces on cognitive and affective reactions as well consumer attitudes. At the end, we provide an overall conclusion that consists of a concise summary and outlines managerial implications as well as opportunities for future research.

The overall structure of this dissertation is visualized in Figure 1.

Figure 1. Structure of the dissertation.

Data. Article 1 provides a systematic literature review of 31 articles published in 13 different journals in the fields of management, marketing, information systems, and psychology. We develop an analytical framework and categorize our findings into 15 different product-, interface-, and consumer-related factors influencing the digital touch experience. In Article 2, we develop a tool to quantify, visualize, and communicate user experience. Our work is based on 30 articles from six different conference proceedings and journals as well as 24 interviews with experts from academia and practice. Moreover, we evaluate our tool by integrating it into the product design processes of three different companies. The dataset in Article 3, which is used to analyze consumer choice on mobile devices, stems from an affiliate shopping website for lifestyle and fashion products, and one of their largest partner shops, a leading European online fashion retailer. It comprises 467,132 observations in 193,255 distinct user sessions. In addition, we collect survey data comprising 804 respondents on Amazon Mechanical Turk to investigate the role of textural fit on consumers’ willingness to pay. Article 4 relies on survey data as well, with 399 subjects participating via Amazon Mechanical Turk. Here, our focus is to understand the impact of goal orientation on the relationship between different versions of mobile user interface design on consumers attitudes.

Methods. Throughout this dissertation, we make use of a variety of different methods to analyze the qualitative and quantitative data obtained. In Article 1, we follow the approach by Webster and Watson (2002) to structure our literature search. For the analysis part, we build upon the haptic information framework as proposed by Peck and Childers (2003b) to cluster our findings. Lastly, we develop a research agenda based on Mahajan and Venkatesh (2000) as well as Parasuraman and Zinkhan (2002). Our approach in Article 2 is once again a systematic literature search based on Webster and Watson (2002). In our subsequent analysis, we follow the grounded theory approach (Glaser and Strauss, 1971; Isabella, 1990). Finally, we use qualitative content analysis as proposed by Mayring (2014) for our expert interviews. Our field experiment in Article 3 contains two-stage panel data, which we model as binary choice equations that account for session-specific, product-specific, and time-specific variables. Our empirical analysis is based on a Heckman selection model (Heckman, 1979) as specified by Cameron and Trivedi (2010). We use an OLS regression model to analyze the corresponding online experiment. Article 4 focuses on a variety of moderating and mediating effects, which we illustrate through a path analysis (Preacher and Hayes, 2004; Hayes, 2013). Furthermore, we conduct several tests to compare our different treatment groups, both parametric (two-sample t-tests with equal variances) and non-parametric (Wilcoxon rank-sum tests, to account for smaller group sizes).

Table 1 provides a concise overview of the foci, objectives, data, methods, and key findings for each of the four articles.

Table 1. Foci, objectives, data, method, and key findings.

Article 1.

Exploring Products Through Digital Touch: A Systematic Literature Review

Our first article lays the foundation of this dissertation and addresses the challenge of how to compensate for haptic product experiences in light of an increasing number of consumers shopping online via computer-mediated interfaces. In a systematic literature review, we explore and discuss the corresponding contextual factors and underlying psychological mechanisms. Adapting a multidisciplinary point of view, we identify, structure, and analyze relevant studies from the fields of management, marketing, information systems and psychology. Starting from a total of 222 articles which meet our initial search criteria, we narrow down our sample to 31 articles published in 13 different journals. Then, we distill our findings and develop an analytical framework that distinguishes between product-, interface-, and consumer-related factors influencing the digital touch experience. In the final step, we provide a comprehensive agenda that outlines some of the main theory-, data-, method- and technology-related challenges to be addressed in future research.

Article 2.

Quantified UX: Towards a Common Organizational Understanding of User Experience

The second article of this dissertation is motivated by the frequent misunderstandings and inefficiencies in industrial practice when it comes to the user experience (UX) of digital products. While UX is increasingly being recognized as an essential factor for commercial success, it has recently become a buzzword that lacks a commonly shared understanding, let alone definition. Against this background, therefore, we propose a quantifiable way of describing User Experience (QUX). Our analysis is based on 84 existing UX evaluation methods, a sample of UX characteristics derived from 30 different articles published in relevant conference proceedings, and 24 interviews with experts from academia and practice. As a result, we develop a formalism and a corresponding tool to measure, visualize, and communicate a product’s UX within organizations. The benefits of our approach are showcased through the integration of our tool into the product development processes of companies which operate in three different industries: QUX helps organizations to prioritize, it allows for benchmarking with competitors as well as over time, and it facilitates communication in teams. Overall, we see QUX as complementary to the landscape of existing UX evaluation methods and as a solid foundation for future work towards a common organizational understanding of UX.

Article 3.

The Effect of Visual Control Mechanisms on Touch-Based Mobile Devices

The focus of our third article is to investigate the interaction effects between digital touchscreen interfaces and visual control mechanisms on consumer choice and willingness to pay. In two experimental studies, we examine the effects of the most frequently used visual control mechanisms, zoom technology and alternative photo technology. First, we provide empirical data from a field experiment comprising of 467,132 observations in 193,255 unique sessions along two stages of the buying process, product interest and product purchase. We are particularly interested in the moderating role of touchscreen interfaces. Therefore, we single out customers who used touch-based mobile devices such as smartphones and tablets, and explore interaction effects with zoom and alternative photo technology. Second, we conduct an online experiment on mobile devices with 804 subjects to gain further insights into how the relationship between visual control mechanisms and consumers’ willingness to pay is influenced by the degree of textural fit between a touchscreen and the surfaces of different products. Findings from both experiments indicate that alternative photo technology leads to decreased product interest but higher willingness to pay, whereas zoom technology seems to have no comparable effects. Furthermore, we demonstrate that these effects of visual control mechanisms differ in both magnitude and direction between touch-based mobile devices and non-touch PC interfaces. Lastly, textural fit is established as an essential driver of object valuation on touch devices. In conclusion, our study reveals stark contrasts between different types of visual control and contributes to the understanding of their interplay with product-specific characteristics as well as consumer touch points across device types.

Article 4.

The Effect of Goal-Oriented Mobile User Interfaces on Consumer Attitudes

The fourth and final article of this dissertation deals with the observation that smartphones are increasingly used for various types of product research, which fall into the broad categories of either casual browsing or target search. Since modern mobile web design is responsive to device-related restrictions such as screen size but does not consider consumer-related characteristics such as goal orientation, our online experiment, which comprises 399 participants, investigates the moderating effect of consumer goals on the relationship between consumer perceptions of and attitudes. Our results indicate that browsers are primarily influenced by enjoyment, while searchers tend to care more about diagnosticity. Furthermore, we address the question of how goal-oriented mobile user interface (UI) design affects consumer attitudes towards shopping at the website. We manipulate three factors in our online experiment: interaction technique (vertical scrolling vs. horizontal swiping), screen layout (one vs. three products displayed simultaneously), and assortment size (six vs. 15 products to choose from). The resulting eight different treatment groups are analyzed through parametric and nonparametric tests and show that consumer attitudes toward different combinations of UI design elements differ substantially depending on goal orientation. In summary, our findings suggest that goal orientation of individual consumers should play a more prominent role in mobile user interface design considerations.

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