Repeated Cross-Sectional Study of a Mobile App User-Experience

The objective of the study was to evaluate the user experience of the Jaxber mobile app and to find out which of the selected properties have changed over the years 2017 – 2018 as well as to inform the future development of the software solution. A Holistic Model for UX evaluation was applied as a theoretical framework in this study. A repeated cross-sectional mixed-methods study was implemented based on qualitative and quantitative secondary data provided by the organization. ANOVA analysis and the Nonparametric Kruskal-Wallis Test were used for quantitative data analysis, and sentiment analysis and the cloud of terms were applied to qualitative data. The triangulation of results revealed that quantitative and qualitative results are complementary to each other. There was a statistically significant change in three (usefulness, novelty, and productiveness) of the seven selected properties. Sentiment analysis showed that the general opinion of the users of the Jaxber app is positive. Recommendations for improvement of the Jaxber app that came from the end-users of the mobile solution, when prioritised and implemented, may become a source of possible competitive advantages in the future.