Understanding Computer User Frustration: Measuring and Modeling the Disruption from Poor Designs

User frustration in the use of information and computing technology is apervasive 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. We propose a Computing Frustration Model with incident specific and
individual variables to guide research. Our study of 108 computer users shows
high levels of frustration and loss of 1/3 to 1/2 of time spent. The
importance of the users' goals and the severity of the disruption were
correlated with frustration. Those who had strong self-efficacy, indicated by a
willingness to stick to solving the problem, reported lower levels of
frustration. Implications for users, software developers, managers, and
policymakers are discussed.
Keywords: user frustration, user interface design, training, helpdesk, computer
experience, computer anxiety
(UMIACS-TR-2002-89)
(HCIL-TR-2002-18)