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Determining Causes and Severity of End-User Frustration

dc.contributor.authorCeaparu, Irinaen_US
dc.contributor.authorLazar, Jonathanen_US
dc.contributor.authorBessiere, Katieen_US
dc.contributor.authorRobinson, Johnen_US
dc.contributor.authorShneiderman, Benen_US
dc.description.abstractWhile computers are beneficial to individuals and society, frequently, users encounter frustrating experiences when using computers. This study attempts to measure, through 111 subjects, the frequency, cause, and the level of severity of frustrating experiences. The data showed that frustrating experiences happen on a frequent basis. The applications in which the frustrating experiences happened most frequently were web browsing, e-mail, and word processing. The most-cited causes of the frustrating experiences were error messages, dropped network connections, long download times, and hard-to-find features. The time lost due to the frustrating experiences ranged from 30.5% of time spent on the computer to 45.9% of time spent on the computer. These disturbing results should be a basis for future study. (UMIACS-TR-2002-51) (HCIL-TR-2002-11)en_US
dc.format.extent232286 bytes
dc.relation.ispartofseriesUM Computer Science Department; CS-TR-4371en_US
dc.relation.ispartofseriesUMIACS; UMIACS-TR-2002-51en_US
dc.titleDetermining Causes and Severity of End-User Frustrationen_US
dc.typeTechnical Reporten_US
dc.relation.isAvailableAtDigital Repository at the University of Marylanden_US
dc.relation.isAvailableAtUniversity of Maryland (College Park, Md.)en_US
dc.relation.isAvailableAtTech Reports in Computer Science and Engineeringen_US
dc.relation.isAvailableAtUMIACS Technical Reportsen_US

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