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Understanding Computer User Frustration: Measuring and Modeling the Disruption from Poor Designs

dc.contributor.authorBessiere, Katieen_US
dc.contributor.authorCeaparu, Irinaen_US
dc.contributor.authorLazar, Jonathanen_US
dc.contributor.authorRobinson, Johnen_US
dc.contributor.authorShneiderman, Benen_US
dc.description.abstractUser frustration in the use of information and computing technology is a pervasive and persistent problem. When computers crash, network congestion causes delays, and poor user interfaces trigger confusion there are dramatic consequences for individuals, organizations, and society. These frustrations not only cause personal dissatisfaction and loss of self-efficacy, but may disrupt workplaces, slow learning, and reduce participation in local and national communities. We propose a Computing Frustration Model with incident specific and individual variables to guide research. Our study of 108 computer users shows high levels of frustration and loss of 1/3 to 1/2 of time spent. The importance of the users' goals and the severity of the disruption were correlated with frustration. Those who had strong self-efficacy, indicated by a willingness to stick to solving the problem, reported lower levels of frustration. Implications for users, software developers, managers, and policymakers are discussed. Keywords: user frustration, user interface design, training, helpdesk, computer experience, computer anxiety (UMIACS-TR-2002-89) (HCIL-TR-2002-18)en_US
dc.format.extent209893 bytes
dc.relation.ispartofseriesUM Computer Science Department; CS-TR-4409en_US
dc.relation.ispartofseriesUMIACS; UMIACS-TR-2002-89en_US
dc.titleUnderstanding Computer User Frustration: Measuring and Modeling the Disruption from Poor Designsen_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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