The idea of User Experience (UX) is to achieve a positive emotional reaction of users on a product interaction and thereby to create a unique selling proposition. However, people's needs, perception and resulting emotions are subjective and very diverse. Furthermore, UX is dependent on the physical and social context. We developed the Customer Experience Interaction Model (CEIM) which consists of UX-relevant elements from different relevant disciplines to handle this complexity. In order to support real designers without theoretical background, we surveyed real customers’ product reviews describing good respectively bad UX from different sources and extracted UX principles. We already presented principles taken from positive samples in another publication. In this paper we discuss principles based on reviews with negative examples. These UX principles shall clarify to developers how to avoid negative experiences. Thereby, we combine a theoretical approach and concrete principles and examples, which illustrate the application of theory and help preventing bad UX.     «

The idea of User Experience (UX) is to achieve a positive emotional reaction of users on a product interaction and thereby to create a unique selling proposition. However, people's needs, perception and resulting emotions are subjective and very diverse. Furthermore, UX is dependent on the physical and social context. We developed the Customer Experience Interaction Model (CEIM) which consists of UX-relevant elements from different relevant disciplines to handle this complexity. In order to supp...     »