Frustration: A common user experience

Morten Hertzum

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

    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.
    Original languageEnglish
    Title of host publicationDHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium
    EditorsMorten Hertzum, Magnus Hansen
    Number of pages4
    Volume132
    Place of PublicationRoskilde
    PublisherRoskilde Universitet
    Publication date2010
    Pages11-14
    Publication statusPublished - 2010
    EventDHRS2010 - Roskilde, Denmark
    Duration: 18 Nov 201018 Nov 2010

    Conference

    ConferenceDHRS2010
    CountryDenmark
    CityRoskilde
    Period18/11/201018/11/2010
    OtherKonferencen ikke afholdt iflg. hjemmesiden. http://akira.ruc.dk/~mhz/DHRS2010.html
    SeriesDatalogiske Skrifter
    Number132
    ISSN0109-9779

    Cite this

    Hertzum, M. (2010). Frustration: A common user experience. In M. Hertzum, & M. Hansen (Eds.), DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium (Vol. 132, pp. 11-14). Roskilde: Roskilde Universitet. Datalogiske Skrifter, No. 132
    Hertzum, Morten. / Frustration: A common user experience. DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. editor / Morten Hertzum ; Magnus Hansen. Vol. 132 Roskilde : Roskilde Universitet, 2010. pp. 11-14 (Datalogiske Skrifter; No. 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. in M Hertzum & M Hansen (eds), DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. vol. 132, Roskilde Universitet, Roskilde, Datalogiske Skrifter, no. 132, pp. 11-14, Roskilde, Denmark, 18/11/2010.

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

    DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. ed. / Morten Hertzum; Magnus Hansen. Vol. 132 Roskilde : Roskilde Universitet, 2010. p. 11-14 (Datalogiske Skrifter; No. 132).

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

    TY - GEN

    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

    KW - Non-usability

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    Hertzum M. Frustration: A common user experience. In Hertzum M, Hansen M, editors, DHRS2010: Proceedings of the Tenth Danish Human-Computer Interaction Research Symposium. Vol. 132. Roskilde: Roskilde Universitet. 2010. p. 11-14. (Datalogiske Skrifter; No. 132).