User recalled occurrences of usability errors

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User recalled occurrences of usability errors: implications on the user experience

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Conference on Human Factors in Computing Systems archive
CHI '03 extended abstracts on Human factors in computing systems table of contents

Ft. Lauderdale, Florida, USA

SESSION: Short talks-Specialized section: emotion table of contents

Pages: 736 - 737

Year of Publication: 2003

ISBN:1-58113-637-4

Authors

Helena Mentis	Cornell University, USA
Geri Gay	Cornell University, USA

Sponsors

ACM: Association for Computing Machinery
SIGCHI: ACM Special Interest Group on Computer-Human Interaction

Publisher

ACM New York, NY, USA

Bibliometrics

Downloads (6 Weeks): 4, Downloads (12 Months): 46, Citation Count: 2

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ABSTRACT

Usability testing determines what problems thwart goal attainment, but what problems shape the user experience? This study gathered users recalled instances of frustration from using various technologies and categorized those frustrating incidents with the User Action Framework, an adaptation of Norman's seven stages of action for classifying usability problems. We found that many of the recalled frustrating incidents occurred while the user was in the Outcome phase and that most of those incidents were intrusive in the user's cognitive flow.

REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

	1	Terence S. Andre , H. Rex Hartson , Steven M. Belz , Faith A. McCreary, The user action framework: a reliable foundation for usability engineering support tools, International Journal of Human-Computer Studies, v.54 n.1, p.107-136, Jan. 2001 [doi>10.1006/ijhc.2000.0441]
	2	H. Rex Hartson , Terence S. Andre , Robert C. Williges , Linda van Rens, The User Action Framework: A Theory-Based Foundation for Inspection and Classification of Usability Problems, Proceedings of HCI International (the 8th International Conference on Human-Computer Interaction) on Human-Computer Interaction: Ergonomics and User Interfaces-Volume I, p.1058-1062, August 22-26, 1999
	3	Norman, D. A. (1990). Design of Everyday Things. New York: DoubleDay.

CITED BY 2

	David G. Novick , Edith Elizalde , Nathaniel Bean, Toward a more accurate view of when and how people seek help with computer applications, Proceedings of the 25th annual ACM international conference on Design of communication, October 22-24, 2007, El Paso, Texas, USA
	Valerie Mendoza , David G. Novick, Usability over time, Proceedings of the 23rd annual international conference on Design of communication: documenting & designing for pervasive information, September 21-23, 2005, Coventry, United Kingdom