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The purpose of this study is to examine the success and failure of Human Computer Interactions (HCIs). In particular, we try to find out the key factors contributing to the usability of HCI and a satisfying user experience, and how these two key concepts are interrelated. Based on previous research in the field we demonstrate how an initially multidimensional and complicated phenomenon can be explained and predicted by a relatively simple research model. After the theoretical discussion, this paper develops a research model for measuring usability and the level of satisfaction of the user experience. The model suggests that both key concepts have their own antecedents, but a satisfying user experience necessitates a highly usable interface with the system. Quantitative empirical research was carried out in order to test the hypotheses inherent in the research model, and the data were analyzed using the partial least squares (PLS) method. Study findings support the main hypothesis that a satisfying user experience is grounded in the usability of the system. Considering both direct and indirect effects, it seems that the most significant driver behind users’ satisfaction is operability, followed by interface esthetics. Nevertheless, it is important to note that comfort, pleasure, trust, and usefulness are quite strong predictors of a satisfying user experience, too. These attributes should not be forgotten when one is in pursuit of a comprehensive design policy in practice.

Instrumental Usability and Effective User Experience: Interwoven Drivers and Outcomes of Human-Computer Interaction