Textbook of Usability

Also known as: UX

User Experience (UX) is a person's perceptions and responses resulting from the use or anticipated use of a product, system or service (ISO 9241-210).

UX is broader than usability. It includes:

• The user's emotions, beliefs, preferences and physical/psychological responses
• Behaviours and accomplishments before, during and after use
• All aspects of branding, visual design, interaction, function and content
• The context in which the product is used

Don Norman, who coined the term "user experience" while at Apple in the 1990s, defines it as: "User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products."

A product can have good usability but bad UX (e.g. a working but ugly form), or good UX but poor usability (e.g. a beautiful app that is confusing to navigate).