Examining frustration and performance when priming user expectations and providing a technology malfunction

Ferreri, Nina; Mayhorn, Christopher B.

doi:10.1177/1071181320641444

Cited by 3 publications

(4 citation statements)

References 12 publications

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“…These observations align with the concept of priming, where prior information unconsciously influences behavior [76,77]. Participants' low expectations of technology performance in these tasks reduced their susceptibility to frustration compared to those with high expectations [78]. Thus, it can be inferred that low expectations played a role in minimizing frustrations.…”

Section: Usability Problems For the Sighted Userssupporting

confidence: 75%

Accessibility first: detecting frustration in web browsing for visually impaired and sighted smartphone users

Abdelaal,

Al-Thani

2023

Univ Access Inf Soc

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Smartphone adoption has become increasingly prevalent in modern society, reflecting the widespread integration of these devices into various aspects of daily life, yet accessibility and usability problems persist. Smartphones pose numerous challenges to individuals with visual impairments (VI). This is due to smaller screen sizes, lack of physical buttons, and prevalent problems. These challenges frustrate users as they are unable to accomplish their goals. In this paper, the physiological response of VI and sighted individuals are compared and examined. The participant's frustration is measured through physiological signals. The GSR is the signal captured to detect the user's frustration caused by the superimposed accessibility and usability web-related issues. GSR, being less obtrusive, is an effective way to measure frustration. There were 13 VI and 16 sighted participants. Using a within-subject and between-subject design, participants completed four tasks, each was completed under frustrating and non-frustrating conditions while wearing an Empatica E4 wristband to collect GSR data. Challenges were both group-specific and mutual. A slowed internet connection and constant page refreshes are frustrating tasks for sighted participants. VI participants faced an unsearchable drop-down list and an inaccessible menu. Pop-up ads and session timeout are common tasks. Among VI participants, there was no significant difference between frustrating and non-frustrating tasks. When VI participants experienced a session timeout, they significantly showed a higher level of arousal. When comparing the physiological responses of sighted and VI participants in the page refresh and session timeout tasks, the results show that the arousal level is significantly higher in VI participants, primarily due to accessibility issues.

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Section: Usability Problems For the Sighted Userssupporting

confidence: 75%

Accessibility first: detecting frustration in web browsing for visually impaired and sighted smartphone users

Abdelaal,

Al-Thani

2023

Univ Access Inf Soc

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“…As this study was a continuation of the preliminary work of Ferreri and Mayhorn (2020), the study methods, materials, and procedure were the same.…”

Section: Methodsmentioning

confidence: 99%

“…As with Zimmerman et al (2014), malfunctions were manipulated such that they were present or not. Our procedure offered varying expectations of an augmented reality (AR) mobile application and a malfunction that interrupted participant goal completion of a scavenger hunt task (Ferreri & Mayhorn, 2020). Participants reported their attitudes toward technology failures, their technology acceptance, and their performance on the scavenger hunt.…”

Section: The Influence Of Expectations and Malfunctionsmentioning

confidence: 99%

That’s Not What We Expected: Examining Technology Expectations and Malfunctions on Frustration

Ferreri¹,

Mayhorn²

2021

Ergonomics in Design: The Quarterly of Human Factors Applicatio

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Technology malfunctions and expectations for technology performance influence user attitudes and behaviors regarding that technology. An empirical study explored how these factors interact to influence attitudes and performance on a task when exposed to a malfunction and certain expectations for technology performance. Unlike previous research, an interaction was found between malfunction and expectation such that individuals exposed to a malfunction with high expectations were more likely to complain about the incident to the responsible company. This is especially informative for industry customer service as it informs why users complain and what product features should be addressed to remedy the issues.

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“…Accordingly, these platforms use the user interfaces (UI) serve as the primary means of interaction and communication between humans and computers on a technological device. An effective interface design can help to ensure that technology is user-friendly and accessible to a wide range of people, including those with disabilities or limited technical knowledge and can lead to improved productivity, better decision making, and increased user satisfaction [6] [7] There are several ways how the research in the field of HCI contributes these outcomes: Such as developing methodologies that enable user experience (UX) designers and UX researchers to prototype and test machine interfaces even prior to their deployment to end-users or creating techniques that can produce "engineering models of human performance" which can predict human performance on computer tasks before they are carried out. John and Kieras [8] provide a detailed overview and comparison of these tools, which are similar to models used in the physical sciences [9].…”

Section: Introductionmentioning

confidence: 99%

The Impact of Cognitive Biases on User Decision Making in Human-Computer Interaction: A Review of the Literature

SAYGI,

SAYGI

2021

EURAS

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Human-Computer Interaction (HCI) is an interdisciplinary subject thatstudies the interaction between humans and computers. Cognitive biases are systematic errors in human reasoning and decision-making which is suggested to affect interactions of users with computers. This study aims to contribute to the bridge the gap in the literature by addressing the impact of cognitive biases on user decision-making in HCI and discuss the practical applications of the currently literature. Accordingly, a literature search was conducted using electronic academic databases. The reviewed papers were mainly focused to articles published in the last 10 years (2003)(2004)(2005)(2006)(2007)(2008)(2009)(2010)(2011)(2012)(2013) to ensure the relevance of the literature to current research questions. Our research revealed four factors (the quantity of available and accessible information, the lack of meaning associated with the information, the need for quick action, and what information is remembered or recalled) that can trigger cognitive biases and how they can further impact decision making processes of users through common biases. An explored two common strategies (user research and digital nudging) for designing interfaces that minimize negative effects of cognitive reductions. Our findings provide a valuable contribution to the literature and aimed to lead a better user experiences and greater user satisfaction with technology.

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Examining frustration and performance when priming user expectations and providing a technology malfunction

Cited by 3 publications

References 12 publications

Accessibility first: detecting frustration in web browsing for visually impaired and sighted smartphone users

Accessibility first: detecting frustration in web browsing for visually impaired and sighted smartphone users

That’s Not What We Expected: Examining Technology Expectations and Malfunctions on Frustration

The Impact of Cognitive Biases on User Decision Making in Human-Computer Interaction: A Review of the Literature

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