Applying Importance-Performance Analysis (IPA) to Interpret the Results of the User Experience Questionnaire (UEQ)


  • Andreas Hinderks Department of Computer Languages and Systems, University of Seville, Seville, Spain
  • Francisco José Domínguez-Mayo Department of Computer Languages and Systems, University of Seville, Seville, Spain
  • Anna-Lena Meiners University of Applied Sciences Emden/Leer, Germany
  • Jörg Thomaschewski University of Applied Sciences Emden/Leer, Germany



Importance-performance analysis, IPA, user experience, UX factors, User Experience Questionnaire, UEQ


In recent years, user experience questionnaires have established themselves to measure various aspects of User Experience (UX). In addition to these questionnaires, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the evaluation consists of preparing the data and comparing it with a benchmark. Often this interpretation of the data is not sufficient as it only evaluates the current User Experience. However, it is desirable to determine exactly where there is a need for action. The User Experience Questionnaire (UEQ) is a common and valid questionnaire with an evaluation tool to measure and analyse the User Experience for a product or service. In our article we present an approach that evaluates the results from the User Experience Questionnaire using the importance-performance analysis (IPA). The aim is to create another possibility to interpret the results of the UEQ and to derive recommendations for action from them. In a study with 467 participants, we validated the approach presented with YouTube, WhatsApp, and Facebook. The results show that the IPA provides additional insights from which further recommendations for action can be derived.


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Author Biographies

Andreas Hinderks, Department of Computer Languages and Systems, University of Seville, Seville, Spain

Andreas Hinderks holds a diploma in Computer Science and is Master of Science in Media Informatics by University of Applied Science Emden/Leer. He has worked in various management roles as a Business Analyst and a programmer from 2001 to 2016. His focus lay on developing user-friendly business software. Currently, he is a freelancing Product Owner, Business Analyst and Senior UX Architect. Also, he is a Ph.D. student at the University of Seville. He is involved in research activities dealing with UX questionnaires, measuring user experience and User Experience Management since 2011.

Francisco José Domínguez-Mayo, Department of Computer Languages and Systems, University of Seville, Seville, Spain

Francisco José Domínguez-Mayo received the Ph.D. degree in computer science from the University of Seville, Seville, Spain, in July 2013. He is currently an associate professor with the Department of Computing Languages and Systems, University of Seville. He collaborates with public and private companies in software development quality and quality assurance. His lines of interesting research are plotted in the areas of continuous quality improvement and quality assurance on software products, and software development processes.

Anna-Lena Meiners, University of Applied Sciences Emden/Leer, Germany

Anna-Lena Meiners holds a bachelor degree in Theatre Studies, Philosophy and Dutch Language and Literature from Freie Universität Berlin. Currently, she is completing her bachelor degree in Computer Science and Digital Media at University of Applied Sciences Emden/Leer and working as a project manager in web development. In her research she is focussing on different quality aspects of UX factors and metrics.

Jörg Thomaschewski, University of Applied Sciences Emden/Leer, Germany

Jörg Thomaschewski received a Ph.D. in physics from the University of Bremen (Germany) in 1996. He became a Full Professor at the University of Applied Sciences Emden/Leer (Germany) in September 2000. His teaching and research focus is on Human-Computer Interaction, UX-Management, Agile Software Development, and Requirements Engineering. Since 2012 he is the head of the research group “Agile Software Development and User Experience”. Dr. Thomaschewski has extensive experience in user experience training, UX questionnaires, agile methods, IT analysis, and consulting.


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How to Cite

Hinderks, A., Domínguez-Mayo, F. J., Meiners, A.-L., & Thomaschewski, J. (2020). Applying Importance-Performance Analysis (IPA) to Interpret the Results of the User Experience Questionnaire (UEQ). Journal of Web Engineering, 19(2), 243–266.



SPECIAL ISSUE: Advanced Practices in Web Engineering 2020