It is possible to identify the gap between the user's expectation/experience and the planning purpose of the websites of software. It can also be used to deduct a strategic improvement direction by comparing the qualities with other competitive companies, or be used as a tool to measure the IT results from the aspect of the product's practical application.

Methodology

(Co)ThinkUser has an online panel of 40,000 to help analyze the gap for the User Quality Examine Service.
The EMP(Experience Management Platform), constructed by (Co)ThinkUser, provides the actual users a scenario based task to measure the product's usage process and results and also raises system issue, website and software design.

By utilizing EMP, the Quality Examine Service makes it possible to gather an abundant amount of data of the actual user's needs because the research is carried out in the users actual space and system environment

Expectation Effect

The User Quality Examine analyzes comprehensively, such as which resource should be focused on to improve and strengthen the product also what information/function the users need and which system and design need improvement and so on.
It can be used as a tool to analyze the user's needs for product improvement or test Beta version before the launching of websites or software.

• User Quality Examine Service Product

Business Strategy	• What to focus on to maximize the client's satisfaction, information   planning, system improvement convenience improvement, design   improvement? • Which part of the organization (planning/ deveopment/ design) is   important to improve the current web service?
Usefulness	• What is the information / function that corresponds with the target   user's needs? • What is the information / function that distinguishes (Co)ThinkUser   from our competitors?
System Stability	• What is the optimum web system issue according to user's   system profile (OS, browser, monitor, capacity.. )? • Which bug is found in the current system?
User Convenience	• Is the planner's website utilize path and the actual user's utilize   path different? • What is the cause of inconvenience during use?
Design Esthetic Appreciation	• Is our website fully esthetic to the target user? • What are the points to improve the overall Tone & Manner?

Competitor User Quality comparison example

The upper picture shows the comparisons of the result of the 4 User Quality Factors from A search and B search. You can see that B search system has higher marks except for usefulness.

The upper picture shows the quality factors that the users think are important from music service, search service, blog service, news service. The interesting fact is that the quality factor that the users chose is different in each service. Generally, when a site is remodeled the emphasis is more on the design, but you can see that different factors are needed to be developed in different services such as information/function reinforcement and insuring system stability.

Another interpretation from the pictures above tells us that even though B search has higher marks than A search, since the users decided that usefulness is the most important in searching. It is difficult to conclude B search as the more satisfiable system. On the contrary, the stability, design and convenience might not come up to B search's standard but it can have a favorable response to the users as a high quality search result.