In this paper, we present an on-going research project in which we are focusing on examining how users of map-based services on-line experience the quality of these services when the traffic load is high, and how the users' experiences of acceptable or not acceptable quality can be related to measurable parameters which can be used to manage network traffic and improve technical solutions. The project is a multi- and interdisciplinary project in cooperation between researchers within human work science and informatics, and researchers within telecommunication systems. Additionally, there are two external partners in the project: a provider of Internet-based map services, and a municipality which uses this provider's map services regularly. One of the main methodological issues addressed in the project is how laboratory based, quantitative research methods from research on Quality of Service in the telecommunication systems area can be related to qualitative research methods focusing on workplace- or other live-world based use situations and Quality of Expereince as defined by users of the services. How can experiments and studies be designed, and results shared, such that both network traffic measuring and evaluation of user experiences retain their own paradigmatic validity and relevance, while fruitfully informing service design?

Presentation av ett pågående forskningsprojekt där fokus ligger på hur man kan mäta användares upplevelser av tjänstekvalitet med både kvalitativa och kvantitativa metoder, för att därmed kunna utveckla mer effektiva metoder för mätning, övervakning och kontroll av tjänstekvalitet för krävande nätverkstjänster. Svenska nyckelord: tjänstekvalitet, upplevelsekvalitet, nyckelvärdesindikatorer, användningsorienterad utveckling, tjänstedesign