User Frustration with Various Applications - Assignment Example

User Frustration due: User frustration The use of computers has rapidly increased due to its great benefits it offers. However, its use has been faced with challenges resulting from various modern applications. Users have complained of their frustrations with various applications such as word processing, e-mailing, and web-browsing. This paper will discuss three reasons of user frustrations, methods of reducing the frustration especially among the disabled population and association of the frustrations with the system design. Errors Errors of modern computer applications can be frustrating to users. Errors occur when users get the perception that something in the computing system is not working right making the user unable to reach their task goals. The error might be from either the hardware or the software failure, e.g. a crash. Alternatively, the error might result from actions of users, for example, using wrong commands, or using the correct commands but entering them wrongly, such as a mode error. The situation gets worse if the user is new and is, therefore, unable to troubleshoot the errors. Such users may end up performing actions that only increase the intensity of the error. The error messages given might be too complicated for the user to understand, leave alone responding (Lazar, Jones, Hackley, & Shneiderman, 2006). Time delays Users, especially experts, would prefer computer applications that respond promptly. This would save them time and prove to be convenient. However, this is not always the case. Sometimes an application such as web browser may take so long to respond. This inhibits the user from completing the task within the desired time. The time delays occur mostly when users are requesting content from the web. In the end when the user finally gets the requested content, he may not find it that interesting. Long time delays make it harder for users to remember their goals, or even the related context in which the request was made. Web pages that take excessively long to respond make the user believe that an error has occurred, making him frustrated (Lazar et al., 2006). Emotional reactions The amount of time spent in running a particular application may cause mood disturbances and discomfort when performing the task. Computer systems that take long response time increase user stress. Emotions play a role in the end-user experience with information technology. Applications complexities and poorly-crafted interfaces result in emotions such as failure, confusion and frustration (Lazar et al., 2006). Reducing the frustrations Frustration originating from errors can be reduced by using bug tracking tools. The tools manage and track computer programs. Even if the tools do not fix the software, they keep track of the computer applications and offer possible solutions based on their knowledge base. An example of such a tool is Bugtoaster software, which consists of a client program installed on a user computer. It includes a website that captures, tracks, and displays information about the crashes affecting the user. The Bugtoaster software waits for an application to crash so that it can capture details about the crash. The details of the crash are then compiled and stored on the user’s hard disk. The stored details are then sent to the Bugtoaster database server where they are compared with crashes from other users. Summary of the crashes is done and can be viewed live on the website, indicating which bugs have been solved (Lazar et al., 2006). Frustration emanating from time delays can be reduced by an earlier prediction of the delays. The users are, therefore, made aware of the approximate time they are required to wait for completion of the task (Ceaparu, Lazar, Bessiere, Robinson & Shneiderman, 2004). Finally, frustrations resulting from emotional reactions can be reduced by bridging the gap between the users knowledge and what they require to know for a more successful and less frustrating user experience (Ceaparu et al., 2004). Determination of user frustration User frustration is either based on poor system design or from natural frustration. To determine the cause of frustration, methods such as pilot studies can be used. The method uses a number of instruments such as computers, with the study taken using a modified time diary rather than a survey. Time diaries reduce the burden of the respondents by ensuring they record their time use immediately after it occurs, instead of trying to remember the information at a later date. The users will spend some time on the computer, and then report their frustrating experiences using frustrating experience reports (Ceaparu et al., 2004). Another method is the observation in terms of problem source and the most likely solution taken. The sources of the problem include operating system, database programs, and others such as graphic design programs. Depending on the response of such programs, one can tell whether the problem is with the computer architecture or the user (Ceaparu et al., 2004). Methods of reducing frustration among the disabled population The disabled population has not been spared the frustrations caused by modern applications in the information technology. The good news is that techniques of reducing the frustration have been devised by various bodies such as governments. One of the measures to reduce the frustration was passed by the U.S government. The method involves use of more sophisticated means of relay services Voice Carry Over (VCO), Internet Protocol (IP) Relay, and the most recent, Video Relay Service (VRS) (Society for Disability Studies, 2009). For the internet protocol relay service, the user, who has a hearing or speech disability, uses a computer and other web-enabled device to communicate. The caller just needs internet connection. Beneficiaries of this method are persons with any disability. For the voice carry over method, a user with a hearing disability uses the communications assistant to communicate. The communications assistant sends responses to the disabled user via texts. The method benefits senior citizens of the population who have lost their hearing ability but are able to speak. Video relay service, on the other hand, is an internet-based form of relay that allows communication between people whose primary language is American Sign Language (ASL). The users communicate with the communications assistant in a sign language backed by conferencing equipment. The role of the communications assistant is to voice what is signed. The communication is however based on the internet. The population benefitting from this method is the sign language users (Society for Disability Studies, 2009). In conclusion, the three methods above require internet connection for them to help the disabled population. This means even in countries lacking sufficient internet infrastructure, achievement of economic development will rely on this technology. Accessible user interfaces on the consumer equipment, interoperable text transmissions, and inclusive web programming will ensure the disabled are at the same level with the ones without disabilities, as far as use of computer applications is concerned (Mendoza & Novick, 2005). Emerging technologies such as wireless access to the Internet should address the needs of the disabled especially the deaf by ensuring they receive live textphone calls. In addition, service providers have to ensure that telephone prescription service connects to every form of relay service. Moreover, websites have to be accessible and usable by the people with disabilities. Availability of accessible web browsers and media players should be implemented with the disabled in mind. 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, 17(3), 333-356. Lazar, J., Jones, A., Hackley, M., & Shneiderman, B. (2006). Severity and impact of computer user frustration: A comparison of student and workplace users. Interacting with Computers, 18(2), 187-207. Mendoza, V., & Novick, D. G. (2005, September). Usability over time. In Proceedings of the 23rd annual international conference on Design of communication: documenting & designing for pervasive information (pp. 151-158). ACM. Society for Disability Studies (2009). Disability Studies Quarterly. Retrieved June 2, 2015, from http://dsq-sds.org/article/view/167/167. Read More