Consistency and Change in User Experience: Technology Versus Tradition in Everyday Contexts

IntroductionModern technology is fundamentally changing our daily experiences across various domains. This article examines the differences and connections between the use of technological and traditional means, focusing on their effects on users’ perceptions and attitudes in different environments.MethodA series of quantitative studies was conducted using questionnaires. Participants were asked to evaluate their personal experiences when using technological means versus non-technological means across various contexts, including learning, work, navigation, and shopping.ResultsConsistent negative relationships were found between users' attitudes toward technological and traditional environments. For example, this was observed in comparisons such as digital versus classroom learning, remote versus office work, digital versus traditional navigation, and online versus physical shopping. However, positive relationships were also found between attitudes toward digital services and human services, as well as between experiences using technology within the organization and similar experiences in other settings. In addition, a positive correlation was found between the service experience in public transportation using traditional means and the service experience using technological means.DiscussionThe findings indicate that the service experience remains largely unchanged whether delivered within a specific organization or at a fixed location, irrespective of whether the service is provided through technological or traditional means. In contrast, in separate locations, the service experience changes substantially when the service is delivered through technological means compared to traditional methods. Additionally, the experience of using technological means remains consistent across different environments, both inside and outside the organization.The article emphasizes the importance of understanding the contexts in which technology is used and their impact on users' attitudes and overall experience.