Frustration: A common user experience

Morten Hertzum

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskning

    Resumé

    The use of computer applications can be a frustrating experience. This study replicates previous studies of the amount of time users – involuntarily – spend trying to diagnose and recover from problems they encounter while using computer applications such as web browsers, email, and text processing. In the present study, 21 users self-reported their frustrating experiences during an average of 1.72 hours of computer use. As in the previous studies the amount of time lost due to frustrating experiences was disturbing. The users spent 16% of their time trying to fix encountered problems and another 11% of their time redoing lost work. Thus, the frustrating experiences accounted for a total of 27% of the time, This main finding is exacerbated by several supplementary findings. For example, the users were unable to fix 26% of the experienced problems, and they rated that the problems recurred with a median frequency of about once a week. Experiencing the same problems repeatedly is likely to add to the frustration. The users in this study were highly experienced, precluding that frustration is only a concern for novices.
    OriginalsprogEngelsk
    TitelDHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium
    RedaktørerMorten Hertzum, Magnus Hansen
    Antal sider4
    Vol/bind132
    Udgivelses stedRoskilde
    ForlagRoskilde Universitet
    Publikationsdato2010
    Sider11-14
    StatusUdgivet - 2010
    BegivenhedDHRS2010 - Roskilde, Danmark
    Varighed: 18 nov. 201018 nov. 2010

    Konference

    KonferenceDHRS2010
    LandDanmark
    ByRoskilde
    Periode18/11/201018/11/2010
    AndetKonferencen ikke afholdt iflg. hjemmesiden. http://akira.ruc.dk/~mhz/DHRS2010.html
    NavnDatalogiske Skrifter
    Nummer132
    ISSN0109-9779

    Emneord

    • User experience
    • Frustration
    • Dissatisfaction
    • Non-usability

    Citer dette

    Hertzum, M. (2010). Frustration: A common user experience. I M. Hertzum, & M. Hansen (red.), DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium (Bind 132, s. 11-14). Roskilde: Roskilde Universitet. Datalogiske Skrifter, Nr. 132
    Hertzum, Morten. / Frustration: A common user experience. DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. red. / Morten Hertzum ; Magnus Hansen. Bind 132 Roskilde : Roskilde Universitet, 2010. s. 11-14 (Datalogiske Skrifter; Nr. 132).
    @inproceedings{cdf024279c1d41c6aac45d2363bf7141,
    title = "Frustration: A common user experience",
    abstract = "The use of computer applications can be a frustrating experience. This study replicates previous studies of the amount of time users – involuntarily – spend trying to diagnose and recover from problems they encounter while using computer applications such as web browsers, email, and text processing. In the present study, 21 users self-reported their frustrating experiences during an average of 1.72 hours of computer use. As in the previous studies the amount of time lost due to frustrating experiences was disturbing. The users spent 16{\%} of their time trying to fix encountered problems and another 11{\%} of their time redoing lost work. Thus, the frustrating experiences accounted for a total of 27{\%} of the time, This main finding is exacerbated by several supplementary findings. For example, the users were unable to fix 26{\%} of the experienced problems, and they rated that the problems recurred with a median frequency of about once a week. Experiencing the same problems repeatedly is likely to add to the frustration. The users in this study were highly experienced, precluding that frustration is only a concern for novices.",
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    Hertzum, M 2010, Frustration: A common user experience. i M Hertzum & M Hansen (red), DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. bind 132, Roskilde Universitet, Roskilde, Datalogiske Skrifter, nr. 132, s. 11-14, DHRS2010, Roskilde, Danmark, 18/11/2010.

    Frustration: A common user experience. / Hertzum, Morten.

    DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. red. / Morten Hertzum; Magnus Hansen. Bind 132 Roskilde : Roskilde Universitet, 2010. s. 11-14 (Datalogiske Skrifter; Nr. 132).

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskning

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    T1 - Frustration: A common user experience

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    AB - The use of computer applications can be a frustrating experience. This study replicates previous studies of the amount of time users – involuntarily – spend trying to diagnose and recover from problems they encounter while using computer applications such as web browsers, email, and text processing. In the present study, 21 users self-reported their frustrating experiences during an average of 1.72 hours of computer use. As in the previous studies the amount of time lost due to frustrating experiences was disturbing. The users spent 16% of their time trying to fix encountered problems and another 11% of their time redoing lost work. Thus, the frustrating experiences accounted for a total of 27% of the time, This main finding is exacerbated by several supplementary findings. For example, the users were unable to fix 26% of the experienced problems, and they rated that the problems recurred with a median frequency of about once a week. Experiencing the same problems repeatedly is likely to add to the frustration. The users in this study were highly experienced, precluding that frustration is only a concern for novices.

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    KW - Dissatisfaction

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    M3 - Article in proceedings

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    Hertzum M. Frustration: A common user experience. I Hertzum M, Hansen M, red., DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. Bind 132. Roskilde: Roskilde Universitet. 2010. s. 11-14. (Datalogiske Skrifter; Nr. 132).