Mapping user experience of multiplatform services: the quality factors in multiplatform television

Abstract

Multiplatform television (MT) services have rapidly gained popularity as convergence technologies and advanced fast. The emergence of MT services has challenged industries to develop strategies to communicate effectively as users simultaneously and sequentially engage with multiple devices throughout the day. In light of this rapid development, this study analyses user behaviours with regard to MT services with a particular focus on the user experience. Particularly, this study examines the relationship between human experience and quality perception of MT and develops a conceptual model for quality of experience (QoE) in MT. It proposes a user experience model, conceptualising QoE specific to MT and highlighting relationships with other factors. The model establishes a foundation for future MT service categories through a heuristic quality assessment tool from a user-centred perspective. The results provide a ground truth basis for developing future services with QoE requirements as well as for dimensioning the underlying network provisioning infrastructures, particularly with regard to mobile access technologies.