International Journal of Human-Computer Interaction
Cross-platform services provide unified entertainment experiences across multiple devices between which users can toggle when watching content using televisions, tablets, personal computers, and smartphones. The software automatically adapts the programming to fit the diverse formats. This study analyzed user experiences (UX) of cross-platform services with a mixed methods (quantitative and qualitative) approach. It used a multi-state analytical approach, in which the user model was tested in a statistical model and accompanying experiment. A variety of methods were used to best understand the complexities of UX. Heuristic results revealed the ways that UX of cross-platform services are formed, moderated, and improved, and the ways that users' intentions are determined through the relationships among factors. The results revealed that the key elements of cross-platform UX include access, mobility, and coherence, which imply the importance of seamless UX of cross-platform services. Based on those key factors, the study proposed the idea of inter-usability for designing user-centered systems.