Formative Evaluation of IT-based Services: A Case Study of a Meal Planning Service
2014 (English)In: Interacting with computers, ISSN 0953-5438, Vol. 26, no 6, 540-556 p.Article in journal (Refereed) Published
To evaluate and develop a service supported by an IT (information technology) system the intentionto use the future service should be in focus. The technology acceptance model (TAM) and the theoryof planned behaviour (TPB) can both provide knowledge about users’ intention to use a service,making them good models to base formative decisions on. Unlike TAM, TPB is concerned withspecific information related to the service context, and provide knowledge about what makes ITuseable.We used an adapted version of the TPB as the foundation for a formative service evaluationtechnique called F-SET.We applied the F-SET to a case where two subsequent versions of a serviceprototype were evaluated. The first prototype was a description of the service supported by Hi-Fidesign sketches showing what a web-based meal planning tool could look like. The second prototypeconsisted of both service processes and the web-based meal planning tool.To find relevant factors thatinfluence future use of such a service, a survey of 28 informants was conducted with the first prototype.The second prototype involved five families who used the service for two weeks.The feedback providedby the families, based on the factors identified in the pre-test, influenced the future direction of theservice development. Feedback from the informants was distributed between the service and the ITsystem, and the most common factors that influence the intention to use the service were time, price,usefulness and availability. Feedback included both positive and negative comments, as well as bugsand suggestions for improvements.We discuss potential improvements and what kind of informationto expect from the different constructs of the TPB.
Place, publisher, year, edition, pages
Oxford University Press, 2014. Vol. 26, no 6, 540-556 p.
web services, electronic commerce, software prototyping, HCI design and evaluation methods, empirical studies in HCI
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-105489DOI: 10.1093/iwc/iwt052ISI: 000344604900003OAI: oai:DiVA.org:liu-105489DiVA: diva2:707706