The creator of a service may expect the user to have some intent to use it. However, the user does not necessarily perform the intended operation. This is because there is a gap between the creator and the user due to the automation of the process.
There are two major methods for evaluating users' operation behavior.
One is a quantitative evaluation that is used to confirm effectiveness by numerical support.
The other is qualitative evaluation, which refers to the internal aspects and motivation of users to improve services.
In particular, the user's speech can be considered to be an emanation of cognitive and perceptual processes to the outside world.
I present my findings from a user test based on the user's operation behavior and their talk.