The User’s Experience. Exploring the Impact our Interactions with Technology Have on Us

Technology is both a useful tool and a source of frustration. Researchers and product designers strive to predict and meet user needs by studying user intentions toward, and experiences with, technology. Such work has focused primarily on improving the user’s device interactions to improve usability, while (largely) ignoring the effect that user frustration with technology has on their psychological well-being. We performed a questionnaire study (n=211) to assess users’ feelings about their experiences with different aspects and types of technology when the technology performed contrary to their expectations. We found that technology that was frustrating to use or performed below user expectations led to the user reporting more negative feelings indicating that user frustration and feelings towards technology are an area for consideration in improving the interaction experience and user well-being.

Content

Author and article information

Contributors

Tiffany E. Taylor

Conference

Publication date: July 2022

Publication date (Print): July 2022

Pages: 1-9

Affiliations

[0001]Department of Psychology

Simon Fraser University,

Burnaby, British Columbia, Canada

Article

DOI: 10.14236/ewic/HCI2022.36

SO-VID: f860c211-e9f7-4bc9-bb88-e3b2b82ccff0

License:

This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: 35th International BCS Human-Computer Interaction Conference

Conference acronym: HCI2022

Conference number: 35

Conference location: Keele, Staffordshire

Conference date: July 11th to 13th, 2022

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: Towards a Human-Centred Digital Society

History

Product

1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI2022.36

Self URI (journal page): https://ewic.bcs.org/

REFERENCES

Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), pp.351–370.
Bruner II, G. C., & Kumar, A. (2005). Explaining consumer acceptance of handheld internet devices. Journal of Business Research, 58(5), pp.553–558.
Cairns, P., Pandab, P., & Power, C. (2014). The influence of emotion on number entry errors. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp.2293–2296.
Chen, B., Vansteenkiste, M., Beyers, W., Boone, L., Deci, E. L., Van der Kaap-Deeder, J., Duriez, B., Lens, W., Matos, L., Mouratidis, A., et al. (2015). Basic psychological need satisfaction, need frustration, and need strength across four cultures. Motivation and Emotion, 39(2), pp.216–236.
Cheung, C., & Limayem, M. (2005). The role of habit in information systems continuance: Examining the evolving relationship between intention and usage. ICIS 2005 Proceedings, pp.471–482.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), pp.319–340.
Ferreira, D., Dey, A. K., & Kostakos, V. (2011). Understanding human-smartphone concerns: A study of battery life. International Conference on Pervasive Computing, pp.19–33.
Forlizzi, J. (2018). Moving beyond user-centered design. Interactions, 25(5), pp.22–23.
Frauenberger, C. (2019). Entanglement HCI the next wave? ACM Transactions on Computer-Human Interaction (TOCHI), 27(1), pp.1–27.
Hassenzahl, M. (2008). User experience (UX): Towards an experiential perspective on product quality. Proceedings of the 20th Conference on l’Interaction Homme-Machine, pp.11–15.
Hassenzahl, M., Diefenbach, S., & Göritz, A. (2010). Needs, affect, and interactive products–facets of user experience. Interacting with Computers, 22(5), pp.353–362.
Hekler, E. B., Klasnja, P., Froehlich, J. E., & Buman, M. P. (2013). Mind the theoretical gap: Interpreting, using, and developing behavioral theory in HCI research. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp.3307–3316.
Howard, T. (2014). Journey mapping: A brief overview. Communication Design Quarterly Review, 2(3), pp.10–13.
International Organization for Standardization, I. O. (2010). ISO 9241-210:2019 ergonomics of human-system interaction. part 210, human-centred design for interactive systems. https://www.iso.org/standard/77520.html
Irizar-Arrieta, A., Gómez-Carmona, O., Bilbao-Jayo, A., Casado-Mansilla, D., Lopez-De-Ipina, D., & Almeida, A. (2020). Addressing behavioural technologies through the human factor: A review. IEEE Access, 8, pp.52306–52322.
Longo, Y., Alcaraz-Ibáñez, M., & Sicilia, A. (2018). Evidence supporting need satisfaction and frustration as two distinguishable constructs. Psicothema, 30(1), pp.74–81.
Nascimento, B., Oliveira, T., & Tam, C. (2018). Wearable technology: What explains continuance intention in smartwatches? Journal of Retailing and Consumer Services, 43, pp.157–169.
Ouellette, J. A., & Wood, W. (1998). Habit and intention in everyday life: The multiple processes by which past behavior predicts future behavior. Psychological Bulletin, 124(1), pp.54–74.
Peters, D., & Calvo, R. (2021). Design for wellbeing–methods and strategies for supporting psychological needs in user experience. Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems, (pp. 1–3).
Peters, D., Calvo, R. A., & Ryan, R. M. (2018). Designing for motivation, engagement and wellbeing in digital experience. Frontiers in Psychology, 9, p.797.
Pucillo, F., & Cascini, G. (2014). A framework for user experience, needs and affordances. Design Studies, 35(2), pp.160–179.
Redström, J. (1997). Towards user design? on the shift from object to user as the subject of design. Design Studies, 27(2), pp.123–139.
Sarsenbayeva, Z., Marini, G., van Berkel, N., Luo, C., Jiang, W., Yang, K., Wadley, G., Dingler, T., Kostakos, V., & Goncalves, J. (2020). Does smartphone use drive our emotions or vice versa? a causal analysis. Proceedings of the 2020 CHI conference on human factors in computing systems. (pp. 1-15).
Saunders, M. N., Seepersad, C. C., & Hölttä-Otto, K. (2011). The characteristics of innovative, mechanical products. Journal of Mechanical Design, 133(2).
Saxena, S., Sanchez, G., & Pecht, M. (2017). Batteries in portable electronic devices: A user’s perspective. IEEE Industrial Electronics Magazine, 11(2), pp.35–44.
Shaw, H., Ellis, D. A., & Ziegler, F. V. (2018). The technology integration model (TIM). Predicting the continued use of technology. Computers in Human Behavior, 83, pp.204–218.
Son, H., Park, Y., Kim, C., & Chou, J.-S. (2012). Toward an understanding of construction professionals’ acceptance of mobile computing devices in South Korea: An extension of the technology acceptance model. Automation in Construction, 28, pp.82–90.
Tindall, I. K., & Curtis, G. J. (2019). Validation of the measurement of need frustration. Frontiers in Psychology, 10, p.1742.
Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), pp.695–704.
Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS quarterly, 36(1), pp.157–178.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), pp.85–102.
Yan, M., Filieri, R., & Gorton, M. (2021). Continuance intention of online technologies: A systematic literature review. International Journal of Information Management, 58, p.102315.

Comments

Comment on this article

[1] Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), pp.351–370.

[2] Bruner II, G. C., & Kumar, A. (2005). Explaining consumer acceptance of handheld internet devices. Journal of Business Research, 58(5), pp.553–558.

[3] Cairns, P., Pandab, P., & Power, C. (2014). The influence of emotion on number entry errors. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp.2293–2296.

[4] Chen, B., Vansteenkiste, M., Beyers, W., Boone, L., Deci, E. L., Van der Kaap-Deeder, J., Duriez, B., Lens, W., Matos, L., Mouratidis, A., et al. (2015). Basic psychological need satisfaction, need frustration, and need strength across four cultures. Motivation and Emotion, 39(2), pp.216–236.

[5] Cheung, C., & Limayem, M. (2005). The role of habit in information systems continuance: Examining the evolving relationship between intention and usage. ICIS 2005 Proceedings, pp.471–482.

[6] Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), pp.319–340.

[7] Ferreira, D., Dey, A. K., & Kostakos, V. (2011). Understanding human-smartphone concerns: A study of battery life. International Conference on Pervasive Computing, pp.19–33.

[8] Forlizzi, J. (2018). Moving beyond user-centered design. Interactions, 25(5), pp.22–23.

[9] Frauenberger, C. (2019). Entanglement HCI the next wave? ACM Transactions on Computer-Human Interaction (TOCHI), 27(1), pp.1–27.

[10] Hassenzahl, M. (2008). User experience (UX): Towards an experiential perspective on product quality. Proceedings of the 20th Conference on l’Interaction Homme-Machine, pp.11–15.

[11] Hassenzahl, M., Diefenbach, S., & Göritz, A. (2010). Needs, affect, and interactive products–facets of user experience. Interacting with Computers, 22(5), pp.353–362.

[12] Hekler, E. B., Klasnja, P., Froehlich, J. E., & Buman, M. P. (2013). Mind the theoretical gap: Interpreting, using, and developing behavioral theory in HCI research. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp.3307–3316.

[13] Howard, T. (2014). Journey mapping: A brief overview. Communication Design Quarterly Review, 2(3), pp.10–13.

[14] International Organization for Standardization, I. O. (2010). ISO 9241-210:2019 ergonomics of human-system interaction. part 210, human-centred design for interactive systems. https://www.iso.org/standard/77520.html

[15] Irizar-Arrieta, A., Gómez-Carmona, O., Bilbao-Jayo, A., Casado-Mansilla, D., Lopez-De-Ipina, D., & Almeida, A. (2020). Addressing behavioural technologies through the human factor: A review. IEEE Access, 8, pp.52306–52322.

[16] Longo, Y., Alcaraz-Ibáñez, M., & Sicilia, A. (2018). Evidence supporting need satisfaction and frustration as two distinguishable constructs. Psicothema, 30(1), pp.74–81.

[17] Nascimento, B., Oliveira, T., & Tam, C. (2018). Wearable technology: What explains continuance intention in smartwatches? Journal of Retailing and Consumer Services, 43, pp.157–169.

[18] Ouellette, J. A., & Wood, W. (1998). Habit and intention in everyday life: The multiple processes by which past behavior predicts future behavior. Psychological Bulletin, 124(1), pp.54–74.

[19] Peters, D., & Calvo, R. (2021). Design for wellbeing–methods and strategies for supporting psychological needs in user experience. Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems, (pp. 1–3).

[20] Peters, D., Calvo, R. A., & Ryan, R. M. (2018). Designing for motivation, engagement and wellbeing in digital experience. Frontiers in Psychology, 9, p.797.

[21] Pucillo, F., & Cascini, G. (2014). A framework for user experience, needs and affordances. Design Studies, 35(2), pp.160–179.

[22] Redström, J. (1997). Towards user design? on the shift from object to user as the subject of design. Design Studies, 27(2), pp.123–139.

[23] Sarsenbayeva, Z., Marini, G., van Berkel, N., Luo, C., Jiang, W., Yang, K., Wadley, G., Dingler, T., Kostakos, V., & Goncalves, J. (2020). Does smartphone use drive our emotions or vice versa? a causal analysis. Proceedings of the 2020 CHI conference on human factors in computing systems. (pp. 1-15).

[24] Saunders, M. N., Seepersad, C. C., & Hölttä-Otto, K. (2011). The characteristics of innovative, mechanical products. Journal of Mechanical Design, 133(2).

[25] Saxena, S., Sanchez, G., & Pecht, M. (2017). Batteries in portable electronic devices: A user’s perspective. IEEE Industrial Electronics Magazine, 11(2), pp.35–44.

[26] Shaw, H., Ellis, D. A., & Ziegler, F. V. (2018). The technology integration model (TIM). Predicting the continued use of technology. Computers in Human Behavior, 83, pp.204–218.

[27] Son, H., Park, Y., Kim, C., & Chou, J.-S. (2012). Toward an understanding of construction professionals’ acceptance of mobile computing devices in South Korea: An extension of the technology acceptance model. Automation in Construction, 28, pp.82–90.

[28] Tindall, I. K., & Curtis, G. J. (2019). Validation of the measurement of need frustration. Frontiers in Psychology, 10, p.1742.

[29] Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), pp.695–704.

[30] Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS quarterly, 36(1), pp.157–178.

[31] Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), pp.85–102.

[32] Yan, M., Filieri, R., & Gorton, M. (2021). Continuance intention of online technologies: A systematic literature review. International Journal of Information Management, 58, p.102315.

Studying business & IT? Drive your professional career forwards with BCS books - for a 20% discount click here: shop.bcs.org