"The best Quality of Service is the one you don't notice"
Angela Sasse, University College London
The aim of this paper is to define the relationship between Quality of Service and user
experience. I will present results from the studies of audio and video quality we have
conducted at UCL over the past 8 years, and argue that successful networked services have
to
(1) provide utility users need to achieve their goals,
(2) create and meet sustainable user expectations, and
(3) not interfere with the experience users are seeking.
The talk will also make the case for extending current assessment methods, and
demonstrate how we can gain a better understanding of user experience for novel services
(such as mobile multimedia and distributed games) by employing innovative methods
(physiological measurements and eyetracking).