Abstract
Using cognitive script and cognitive lock-in theories, this paper presents the results of a user experience experiment that tested the user’s emotional and cognitive states when presented with a major redesign of a service provider’s website. A within-subject design involved 57 participants, who engaged in both informational and transactional tasks during four consecutive visits to a financial institution’s website, generating a total of 772 observations. Psychophysiological data were collected as measures of cognitive load, emotional valence, and emotional arousal during users’ website visits. Results suggest that repeat visits to an updated website lead to decreased cognitive load and increased arousal. They also offered support for the moderating role of task type on the relationship between task repetition and the users’ emotional and cognitive responses. Specifically, transactional tasks were associated with a greater cognitive cost and lower emotional valence than informational tasks during the initial visits to an updated site.
Recommended Citation
Dargent, Tanguy; Karran, Alexander; Leger, Pierre-Majorique; Coursaris, Constantinos K.; and Senecal, Sylvain, "The Influence of Task Types on User Experience after a Web Interface Update" (2019). SIGHCI 2019 Proceedings. 5.
https://aisel.aisnet.org/sighci2019/5