Emotional factors and physical properties of ballpoint pens that affect user satisfaction: Implications for pen and stylus design

Abstract Many studies of ballpoint pens have been conducted. However, those studies have not considered the emotional factors that can enhance user experience. Styluses resemble ballpoint pens in many ways, which are widely available in a variety of styles. Therefore, in the present study, we explored the physical and emotional attributes that improve user satisfaction with typical ballpoint pens, with the goal of also understanding what factors might be important for stylus design. First, 14 emotional factors associated with the pens were derived. Second, 16 different types of ball-point pens were measured for six physical properties. Then, an experiment was performed to assess user satisfaction and emotional factors for pens. The House of Quality (HOQ) was used to obtain the chief physical properties. Results showed that to increase user satisfaction it is necessary to make pens be comfortable, fine, refined, deep, and natural. Also, we found that for high user satisfaction pens need to be heavier and longer, have thick and antislip grips and thin nibs, and their center of gravity should be located close to the nib to increase user satisfaction.