Risk of fluently consumed sensory experiences : a thesis presented in partial fulfilment of the requirement for the degree of Doctor of Philosophy at Massey University, Albany, New Zealand
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Date
2024
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Massey University
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Abstract
There are various factors to consider for industry stakeholders when wanting to introduce, increase adoption or promote a new technology with such factors potentially deriving from what the end-user determines to be important. This thesis aims to explore the importance of fluency, design considerations, sensory elements with risk perception as a moderator to improve user experiences.
To achieve this, an exploratory study was undertaken with key stakeholders’ part of the design and implementation of mobile payments. The outcome of this study is an identification of factors that these stakeholders determined to be important as part of the design / implementation of mobile payment platforms. This study was followed by several supporting studies prior to a major confirmatory study having been undertaken with a consumer sample to determine the value consumers place on the factors identified by participants in the exploratory study. Finally, a culminating study was conducted with key stakeholders in the design and implementation of mobile payments to attain face validity for the preceding studies.
The importance of processing fluency was highlighted as key to improve user experience along with sensory elements to increase useability. On that basis, a framework was established utilising experience design and processing fluency considerations. Of note, risk perception played a key role in ensuring a positive outcome with ease of use valued extensively by users with high-risk perceptions, whereas respondents with high-risk perceptions required extensive affirmations. Such affirmations came in the form of clear confirmation messaging with a diverse range of sensory elements as part of that seen as critical. Key findings were made on the importance of elements critical to the confirmation message beyond the visual element as well as key divergences between respondents based on their risk perceptions.
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Keywords
experience design, fluency, haptic, mobile payment