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Emotional User Experience Design (eUXD) has become increasingly important for web-based services. The primary objective of this study is to enable users to use websites that are easy to understand and operate and pleasing to use. A checklist tool for an emotional user experience (eUX) assessment that supports web-based medical services is proposed. This tool measures user moods while using medical services’ websites. The tool allocates emotive design-oriented problems and thus defines relevant website design recommendations. A case study was performed illustrating the proposed tool on a website offering medical services. Five variants of this website with different design element categories were created. These variants were assessed, analyzed, and proposed for further redesign in applying the tool. The results reveal the variant and website design elements that best influenced eUX. Significant improvement in eUX is expected with implementation of design recommendations of this study. The advantages of the tool are: (1) measuring emotional responses of medical website users, (2) allocating emotive problems, (3) defining of recommendations for eUX design of web-based medical services, and (4) creation of suitable practices for eUX design of web-based medical services.

A TOOL FOR EMOTIONAL USER EXPERIENCE ASSESSMENT OF WEB-BASED MEDICAL SERVICES