Severity and impact of computer user frustration: A comparison of student and workplace users

  • Authors:

  • Jonathan Lazar;Adam Jones;Mary Hackley;Ben Shneiderman

  • Affiliations:

  • Department of Computer and Information Sciences, Center for Applied Information Technology, and Universal Usability Laboratory Towson University, Towson, MD 21252, USA;Department of Computer and Information Sciences, Center for Applied Information Technology, and Universal Usability Laboratory Towson University, Towson, MD 21252, USA;Department of Computer and Information Sciences, Center for Applied Information Technology, and Universal Usability Laboratory Towson University, Towson, MD 21252, USA;Human-Computer Interaction Laboratory, Department of Computer Science, Institute for Advanced Computer Studies and Institute for Systems Research University of Maryland, College Park, MD 20742, US ...

  • Venue:
  • Interacting with Computers
  • Year:
  • 2006

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Abstract

User frustration with 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. Our exploratory study of 107 student computer users and 50 workplace computer users shows high levels of frustration and loss of 1/3-1/2 of time spent. This paper reports on the incident and individual factors that cause of frustration, and how they raise frustration severity. It examines the frustration impacts on the daily interactions of the users. The time lost and time to fix problem, and importance of task, strongly correlate with frustration levels for both student and workplace users. Differences between students and workplace users are discussed in the paper, as are implications for researchers. or researchers.