User Frustration - Essay Example

?USER FRUSTRATION User Frustration Affiliation Without a doubt, computers were developed to support society and individuals in their daily and professional activities, however users frequently face frustrating experiences while using computers. In this scenario, the frustration due to computers can be expressed in a number of ways and people communicate these frustrating experiences through their postures, tone of voices and facial expressions. The applications that cause users most frustrating experiences include email, Web browsing, and word processing. Additionally, the majority of researchers have outlined the basic reasons of these frustrating experiences as dropped network connections, error messages, long download times, and hard-to-find features. In addition, users face a variety of problems due to these frustrating experiences for instance, they lose more than 50% of their time because of these frustrating experiences. In many cases users’ frustration emerges dues to problems in the computer software, hardware, or networking or troubling interactions among components supplied by various suppliers or is the result of malicious activities performed by other users (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004; Reynolds, 2001). 1. Errors Without a doubt, there is a strong relationship between errors and frustration. Additionally, an error can be used to demonstrate a variety of actions. In simple words, an error occurs when a computer user observes that something is in an improper state, no matter it is due to fault of the developers, or an implementation bug or a design flaw. Even though a computer is working properly and carrying out the required functionality but there are still a variety of things that could be the cause of users’ frustration for instance viruses, pop-up advertisements, and spam mail) (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). Solution Certainly, errors can be a major reason of user frustration, in this scenario, the background research on errors can be used by software developers to get an insight into the background of frustration. Since the nature of every software application is unique and each application can involve dealing with specific kind of errors. The development team must spend considerable time in researching the issues and errors that an application can encounter and develop solutions accordingly. In this way, it will reduce the chances of errors at user end (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). 2. Time Delays Normally, users like to have a smaller response time. However, the system’s response time heavily depends on the users' previous experiences, the cost of an error, the users' knowledge level and experience of using that technology, and external time pressures. For example, a new user can wait a little longer than professional user for a computer to respond. Sometimes, the significance and complexity of the job and its associated time pressure can also have a significant effect on users' frustration and expectations due to time delays (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). Solution Since an application is developed in keeping the requirements of a specific user in mind so first of all software development teams must categorize its users, complexity and criticality of jobs and so on. According to these measurements they should look for the required algorithms and mechanisms that can address that specific issue. In addition, frustration can also be reduced when the users are made well aware of predictable delays projected time they will require to complete their task (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). 3. User Satisfaction and Frustration Previous researches and studies have used user satisfaction as a reliable variable, for the measurement of the success of a software application. The term satisfaction can be vague which can be defined in many ways. In simple words, the user satisfaction refers to completion of a task or goal, and goal-directed conduct is aimed at the gratification of some desire, need or want. In this scenario, computer users can be frustrated if a software application or technology does not support them in attaining predictable satisfying results (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). Solution This problem can be addressed through the adoption of technology acceptance model (TAM). Basically, TAM is used to determine the ease of use and usefulness of a software application or technology and their influences on acceptance of technology. In addition, this model demonstrates that, in spite of a computer application that is not user-friendly or useful, users can still continue normal working in their attempts to complete a job or goal if it is significant to them (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004; Sears & Jacko, 2000). Ways to determine User Frustration Some of the well-known approaches to determine natural frustration associated with learning a new software application are gestures, facial expressions, and voice particularly when they are freely communicated over a distance. Additional measures include physiological response that much harder to measure as it can require physical interaction with sensors. In this scenario, physiological indications like that heart rate, skin conductivity, and muscle tension can also present significant information regarding the usefulness and quality of an individual’s internal experience and frustration. In addition, the researchers and scientists can convert these signals into digital format in order to extract some useful information. There is another useful technique known as GSR (galvanic skin conductivity) that is commonly used for the measurement of reactions to a situation or discrete stimuli. Afterward, these collected data can be processed in order to determine the nature of frustration. Moreover, users can be asked to provide their feedback or they can be surveyed to determine whether they are satisfied with the quality of a product or not (Scheirer, Fernandez, Klein, & Picard, 2000). Improvement for Disabled People The level of frustration can be reduced among the disabled people by adopting the following methods: Specific Usability Principles: Normally, the disabled people require applications and technologies developed through following strict usability principles. In this scenario, there can be a variety of disabilities that different people can have and each kind of disability will require the development of a specific application. Additionally, the usability principles can be followed to see how a software application can be developed to serve a specific kind of disable people (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). Effective customer support: In order to better serve the disabled people a separate help desk or department within an organization should be established in order to deal with disabled people. This department should be responsible for providing guidance and support for disabled people. This department must have staff members who are expert in dealing with and understanding the needs of disabled people (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). Knowledge bases: Special kind of knowledge bases should be developed to provide support for the disabled people. Basically, knowledge bases are an efficient online collection of resources and databases containing technical information which are purposefully developed to collect, organize, manage and retrieve information for disabled users. These kinds of databases can be developed to provide effective support for the disabled people (Ceaparu, Lazar, Bessiere, Robinson, & Shneiderman, 2004). References Ceaparu, I., Lazar, J., Bessiere, K., Robinson, J., & Shneiderman, B. (2004). Determining Causes and Severity of End-User Frustration. International Journal of Human-Computer Interaction, Volume 17 Issue 3, 333-356. Reynolds, C. J. (2001). The Sensing and Measurement of Frustration with Computers. Massachusetts Institute of Technology. Scheirer, J., Fernandez, R., Klein, J., & Picard, R. W. (2000). Frustrating the User on Purpose: A Step toward Building an Affective Computer. Cambridge, MA: Media Laboratory, Massachusetts Institute of Technology. Sears, A., & Jacko, J. A. (2000). Understanding the relation between network quality of service and the usability of distributed multimedia documents. Human-Computer Interaction, Volume 15 Issue 1, 43-68. Read More