A Three-Level Approach for Analyzing User Behavior in Ongoing Relationships

This paper describes a hybrid methodology to study users in ongoing relationships based on three levels of user data analysis. Most user-centered design methods are ideal for the analysis of users’ needs, wants, and expectations at a specific point in time. However, nowadays, most online applications and services have recurrent users whose characteristics might vary not only over time but also depending on the task they want to accomplish and the context in which they are accomplishing it. Therefore, the common user research methods are not adequate for providing long term feedback. Our three-level approach methodology combines qualitative and quantitative data for analyzing user behavior over an extended period of time. The present study is based on an e-learning environment, which is a great example of a website with recurrent users whose behavior changes over time.