{"id":"https://openalex.org/W1963967570","doi":"https://doi.org/10.1145/2382456.2382504","title":"Crafting great user experiences","display_name":"Crafting great user experiences","publication_year":2012,"publication_date":"2012-10-15","ids":{"openalex":"https://openalex.org/W1963967570","doi":"https://doi.org/10.1145/2382456.2382504","mag":"1963967570"},"language":"en","primary_location":{"id":"doi:10.1145/2382456.2382504","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2382456.2382504","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 40th annual ACM SIGUCCS conference on User services","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049167421","display_name":"Nic Bertino","orcid":null},"institutions":[{"id":"https://openalex.org/I16269868","display_name":"Santa Clara University","ror":"https://ror.org/03ypqe447","country_code":"US","type":"education","lineage":["https://openalex.org/I16269868"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Nic Bertino","raw_affiliation_strings":["Santa Clara University Law School, Santa Clara, CA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Santa Clara University Law School, Santa Clara, CA, USA","institution_ids":["https://openalex.org/I16269868"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030228869","display_name":"Andrew Corrales","orcid":null},"institutions":[{"id":"https://openalex.org/I16269868","display_name":"Santa Clara University","ror":"https://ror.org/03ypqe447","country_code":"US","type":"education","lineage":["https://openalex.org/I16269868"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Andrew Corrales","raw_affiliation_strings":["Santa Clara University Law School, Santa Clara, CA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Santa Clara University Law School, Santa Clara, CA, USA","institution_ids":["https://openalex.org/I16269868"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027563047","display_name":"Allan Chen","orcid":null},"institutions":[{"id":"https://openalex.org/I16269868","display_name":"Santa Clara University","ror":"https://ror.org/03ypqe447","country_code":"US","type":"education","lineage":["https://openalex.org/I16269868"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Allan Chen","raw_affiliation_strings":["Santa Clara University Law School, Santa Clara, CA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Santa Clara University Law School, Santa Clara, CA, USA","institution_ids":["https://openalex.org/I16269868"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I16269868"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.14427861,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"193","last_page":"198"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13972","display_name":"Business Law and Ethics","score":0.8072999715805054,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13972","display_name":"Business Law and Ethics","score":0.8072999715805054,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11675","display_name":"Open Source Software Innovations","score":0.7211999893188477,"subfield":{"id":"https://openalex.org/subfields/1706","display_name":"Computer Science Applications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5472941994667053},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5028724074363708},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5008411407470703},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.4950067400932312},{"id":"https://openalex.org/keywords/reputation","display_name":"Reputation","score":0.4917497932910919},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.47655680775642395},{"id":"https://openalex.org/keywords/presentation","display_name":"Presentation (obstetrics)","score":0.46360859274864197},{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.4396108388900757},{"id":"https://openalex.org/keywords/look-and-feel","display_name":"Look and feel","score":0.414612740278244},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3709757328033447},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.35320770740509033},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.329212486743927},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.3271002471446991},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.26843923330307007},{"id":"https://openalex.org/keywords/user-interface-design","display_name":"User interface design","score":0.15761160850524902},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.12625810503959656},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.12167233228683472}],"concepts":[{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5472941994667053},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5028724074363708},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5008411407470703},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.4950067400932312},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.4917497932910919},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.47655680775642395},{"id":"https://openalex.org/C2777601897","wikidata":"https://www.wikidata.org/wiki/Q3409113","display_name":"Presentation (obstetrics)","level":2,"score":0.46360859274864197},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.4396108388900757},{"id":"https://openalex.org/C39510489","wikidata":"https://www.wikidata.org/wiki/Q1368336","display_name":"Look and feel","level":4,"score":0.414612740278244},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3709757328033447},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35320770740509033},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.329212486743927},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3271002471446991},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.26843923330307007},{"id":"https://openalex.org/C149229913","wikidata":"https://www.wikidata.org/wiki/Q135707","display_name":"User interface design","level":3,"score":0.15761160850524902},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.12625810503959656},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.12167233228683472},{"id":"https://openalex.org/C126838900","wikidata":"https://www.wikidata.org/wiki/Q77604","display_name":"Radiology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2382456.2382504","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2382456.2382504","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 40th annual ACM SIGUCCS conference on User services","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2022249999","https://openalex.org/W2790197180","https://openalex.org/W2321298859","https://openalex.org/W2020597600","https://openalex.org/W2623239735","https://openalex.org/W2914237138","https://openalex.org/W2049690772","https://openalex.org/W1443290736","https://openalex.org/W2514759358","https://openalex.org/W2511807844"],"abstract_inverted_index":{"As":[0],"a":[1,10,219,286],"user":[2,186],"of":[3,13,29,55,68,81,92,159,217,228,288],"products":[4,110],"and":[5,20,27,32,44,53,71,86,141,248,258,266,306],"technology,":[6],"one":[7,225],"often":[8,38,183],"experiences":[9,155,174],"wide":[11],"range":[12],"emotions:":[14],"happiness,":[15],"frustration,":[16],"gratitude,":[17],"irritation,":[18],"excitement,":[19],"apathy":[21],"amongst":[22],"others.":[23],"Yet,":[24],"as":[25,161,175,177,218],"designers":[26],"deliverers":[28],"these":[30],"tools":[31],"services,":[33],"the":[34,51,56,59,66,69,79,90,98,128,135,185,189,229,245,275,302],"human":[35,99],"factor":[36],"is":[37,139,149,166,192,224,232],"neglected":[39,97],"with":[40,134,152,197,209,238,271,281],"dire":[41],"consequences.":[42],"Deadlines":[43],"budgets":[45],"become":[46],"more":[47],"important":[48],"than":[49],"analyzing":[50],"needs":[52,305],"behaviors":[54],"user,":[57],"unlinking":[58],"resource":[60],"from":[61,285],"its":[62],"consumer.":[63],"This":[64],"degrades":[65],"perception":[67],"offering":[70,126],"can":[72],"be":[73,113,213],"irreversible":[74],"(and":[75],"potentially":[76],"fatal)":[77],"to":[78,112,195,207,292,301],"reputation":[80],"software":[82],"companies,":[83],"IT":[84,201],"departments,":[85],"hardware":[87],"manufacturers.":[88],"Despite":[89],"failings":[91],"many":[93],"companies":[94,102],"that":[95,103,115,231],"have":[96],"element":[100],"-":[101,109],"lacked":[104],"empathy":[105],"for":[106,234],"their":[107,239],"users":[108,294],"continue":[111],"delivered":[114],"are":[116,156,278,295],"unintuitive,":[117],"over":[118],"designed,":[119],"or":[120,125],"inefficient.":[121],"A":[122],"great":[123,171],"product":[124,138],"considers":[127],"user's":[129,276],"experience":[130,190,230],"(UX)":[131],"when":[132],"interacting":[133],"service.":[136],"The":[137],"efficient":[140],"intuitive,":[142],"while":[143],"being":[144],"transparent":[145],"in":[146],"presentation.":[147],"UX":[148,220,263],"generally":[150],"associated":[151],"software,":[153],"but":[154,188,222],"designed":[157,233],"outside":[158],"computing":[160],"well.":[162],"An":[163],"often-polarizing":[164],"example":[165],"customer":[167,172,256],"service;":[168],"customers":[169,210],"remember":[170,179],"service":[173],"much":[176],"they":[178],"poor":[180],"experiences.":[181],"Technology":[182,247],"enhances":[184],"experience,":[187],"itself":[191],"not":[193,212],"confined":[194],"interactions":[196],"specific":[198],"tools.":[199],"Training":[200],"help":[202],"desk":[203],"staff":[204],"on":[205,274],"how":[206],"interact":[208],"may":[211],"something":[214],"traditionally":[215],"thought":[216],"initiative,":[221],"this":[223],"small":[226],"part":[227],"individuals":[235],"having":[236],"issues":[237],"devices.":[240],"At":[241],"Santa":[242],"Clara":[243],"Law,":[244],"Law":[246],"Academic":[249],"Computing":[250],"(LTAC)":[251],"group":[252],"has":[253],"improved":[254],"efficiency,":[255],"satisfaction,":[257],"saved":[259],"time":[260],"by":[261],"considering":[262],"principles":[264],"early":[265],"often.":[267],"Decisions":[268],"once":[269],"made":[270],"dangerous":[272],"assumptions":[273],"behalf":[277],"now":[279],"considered":[280],"comprehensive":[282],"data":[283],"collected":[284],"variety":[287],"different":[289],"sources.":[290],"Listening":[291],"what":[293],"saying":[296],"also":[297],"helps":[298],"LTAC":[299],"adapt":[300],"users'":[303],"changing":[304],"continually":[307],"enhance":[308],"offerings":[309]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
