User’s Behavior Under Review: The Use of Instrument’s to Evaluate Perception of Users

Abstract

Considering that the process of perception is directly linked to the previous experiences of users, there is an entire process of selection, organization and interpretation of data that requires attention and dedication. This article, from a doctoral thesis, highlights that during the design process, it is necessary that there is respect for the perception of individuals who will use or evaluate the products or services offered. Thus, we used objective and subjective tools to evaluate the perception of users in a service field, in order to identify whether these results tend to the same or not, and from that, how does the identification of problems and solutions to facilitate the user’s own understanding. A cross-sectional observation study with 1 evaluation and 2 reevaluations, with 31 users in the physiotherapy area, was carried out in a SUS (Unified Health System) outpatient clinic, in which they were initially interviewed and followed by a subjective self-assessment of strength and function and an objective measure of force in the three moments. With this it was possible to observe that, when the user does not know the service and/or the product, one cannot have the correct perception of these, demonstrating how important it is to evaluate the perception of the individuals in general.