Determining causes and severity of end-user frustration

被引：157

作者：

Ceaparu, I

Lazar, J

Bessiere, K

Robinson, J

Shneiderman, B ^{[1
]}

机构：

[1] Univ Maryland, Dept Comp Sci, College Pk, MD 20742 USA

[2] Towson Univ, Ctr Appl Informat Technol, Dept Comp & Informat Sci, Towson, MD USA

[3] Univ Maryland, Dept Comp Sci, Human Comp Ineract Lab, Inst Adv Comp Studies, College Pk, MD 20742 USA

[4] Univ Maryland, Syst Res Inst, College Pk, MD 20742 USA

来源：

INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION | 2004年 / 17卷 / 03期

基金：

美国国家科学基金会;

关键词：

D O I：

10.1207/s15327590ijhc1703_3

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

Although computers are beneficial to individuals and society, frequently users encounter frustrating experiences when using computers. This study represents an attempt to measure, in Ill participants, the frequency, the cause, and the level of severity of frustrating experiences. The data show 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 frustrating experiences were error messages, dropped network connections, long download times, and hard-to-find features. The time lost due to frustrating experiences ranged from 47% to 53% of time spent on a computer, depending on the location and study method. After extreme cases were discarded, the time lost was still above 38%. These disturbing results should be a basis for future study.

引用

页码：333 / 356

页数：24

共 35 条

[1]

[Anonymous], ACM INTERACTIONS

[2]

[Anonymous], 2001, USER CTR WEB DEV

[3]

Baecker R, 2000, CUU 2000 CONFERENCE PROCEEDINGS, P17, DOI 10.1145/355460.355467

[4]

BERKOWITZ L, 1978, AM BEHAV SCI, V21, P691