So, Tell Me What Users Want, What They Really, Really Want!

TitleSo, Tell Me What Users Want, What They Really, Really Want!
Publication TypeConference Paper
Year of Publication2018
AuthorsLyngs, U., R. Binns, M. Van Kleek, and N. Shadbolt
Conference NameCHI'18 (alt.chi), ACM Conference on Human Factors in Computing Systems
Conference LocationMontréal, Canada
KeywordsPreference elicitation; well-being; values in design; eudaimonic and hedonic UX

Equating users' true needs and desires with behavioural measures of 'engagement' is problematic. However, good metrics of 'true preferences' are difficult to define, as cognitive biases make people's preferences change with context and exhibit inconsistencies over time. Yet, HCI research often glosses over the philosophical and theoretical depth of what it means to infer what users really want. In this paper, we present an alternative yet very real discussion of this issue, via a fictive dialogue between senior executives in a tech company aimed at helping people live the life they `really' want to live. How will the designers settle on a metric for their product to optimise?

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