A Textual Feedback Tool for Empowering Participants in Usability and UX Evaluations

The usability movement has historically always sought to empower end-users of computers, so that they understand what is happening and can control the outcome. In this paper, we develop and evaluate a ‘Textual feedback’ tool for usability and UX evaluation that can be used to empower well-educated, but low-status, users in UX evaluations in countries and contexts with high power distances. The proposed tool contributes to the HCI community’s pool of localized UX evaluation tools. We evaluate the tool with 40 users from two socio-economic groups in real-life UX usability evaluations setting in Malaysia. The results indicate that the Textual Feedback tool may help participants to give their thoughts in UX evaluation in high power distance contexts. In particular, the Textual Feedback tool helps high status females and low status males express more UX problems than they can do with traditional CTA alone. We found that classic concurrent think aloud UX evaluation works fine in high power contexts, but only with the addition of Textual feedback to mitigate the effects of socio-economic status in certain user groups. We suggest that future research on UX evaluation look more into how to empower certain user groups, such as low status female users, in UX evaluations done in high power distance contexts.