Abstract

Nowadays, much has been said about user-experience (UX) as an attribute of a product or service intended to be offered. Many companies consider a good user-experience as one of the leading value propositions and work strategically to deliver it in the best way. However, the definition of what a user-experience is and how it affects people’s lives and companies’ businesses is still very plural. Some define the user-experience as a result perceived by the user of an interaction with a digital interface, considering as a fundamental part of the usability of the interface (Falbe, Andersen and Frederiksen 2017, Brooks 2014, Tullis and Albert 2008, 2013). While others arrive at broader concepts, interpreting the user-experience as the totality of the perceptions a user has with an ecosystem, where the digital interface can be one of the parts included (Norman 2013, Kuniavsky 2010, Ou 2017, Hartson and Pyla 2019, Rosenzweig 2015). However, UX’s concept comes from a transition that the consumer society has been going through, where digital technology has its essential role but is not the only factor.