Triggers and barriers to customizing software
Open accessAbstract
One of the properties of a user interface is that it both guides and constrains the patterns of interaction between the user and the software application.Application software is increasingly designed to be "customizable" by the end user, providing specific mechanisms by which users may specify individual preferences about the software and how they will interact with it over multiple sessions.Users may thus encode and preserve their preferred patterns of use.These customizations, together with choices about which applications to use, make up the unique "softswue environment" for each individual.While it is theoretically possible for each user to carefully evaluate and optimize each possible customization option, this study suggests that most people do not.In facfi since time spent customizing is time spent not working, many people do not take advantage of the customization features at all.I studied the customization behaviorof51 users of a Unix software environment, over a period of four months.This paper describes the process by which users decide to customize and examines the factors that irdluence when and how users make those decisions.These findings have implications for both the design of software and the integration of new software into an organization.
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Users are reluctant to customize unless forced to do so.
“the literature suggests that users are reluctant to customize unless forced to do so [9]”
From A comparison of static, adaptive, and adaptable menus (2004) · cites this paper as [9]
The Abstract (page unavailable) says many people do not use customization features, supporting the reluctance described. But the Triggers and Barriers section lists voluntary reasons to customize, including curiosity and a desire to increase productivity, so the paper does not support the qualification that users customize only when forced. (LLM, conf=0.85)
Experimental — accuracy not yet measuredPrevious work had suggested that users do not customize because the mechanisms are difficult to use.
“Previous work had suggested that users do not customize because the mechanisms are difficult to use [9].”
From A comparison of static, adaptive, and adaptable menus (2004) · cites this paper as [9]
The ‘Triggers and Barriers to Customization’ section reports that lack of knowledge about how to make desired customizations was a barrier for 33% of participants. It does not say that difficult-to-use mechanisms were the reason users did not customize; lack of time was the most commonly cited barrier. (LLM, conf=0.83)
Experimental — accuracy not yet measuredMany users do not take advantage of customization features, likely because of complexity inherent in customization.
“Many users do not take advantage of customization features [Mackay, 1991], likely because of complexity inherent in customization.”
From A field evaluation of an adaptable two-interface design for feature-rich software (2007) · cites this paper as Mackay, 1991
Unlike previous work by Mackay, which showed that users customize very little, the majority of our participants did personalize and they did so according to their function usage.
“Unlike previous work by Mackay [Mackay, 1991], which showed that users customize very little, the majority of our participants did personalize and they did so according to their function usage.”
From A field evaluation of an adaptable two-interface design for feature-rich software (2007) · cites this paper as Mackay, 1991
Actual customization is minimal because of time, difficulty, and lack of interest.
“Mackay found that actual customization is minimal because of time, difficulty, and lack of interest [9].”
From A comparison of static, adaptive, and adaptable menus (2004) · cites this paper as [9]
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Gentner, D. R., & Grudin, J. T. (1996) · Computer · doi:10.1109/2.507629 · Cited by 30 · see citing works
Vocal Shortcuts for Creative Experts
Kim, Y., Dontcheva, M., Adar, E., & Hullman, J. R. (2019) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3290605.3300562 · Cited by 29 · see citing works
Mediating Intimacy with DearBoard: a Co-Customizable Keyboard for Everyday Messaging
Griggio, C. F., Sato, A. J., Mackay, W. E., & Yatani, K. (2021) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3411764.3445757 · Cited by 28 · see citing works
Self-citationUser Control in Adaptive User Interfaces for Accessibility
Peißner, M., & Edlin-White, R. (2013) · Lecture notes in computer science · doi:10.1007/978-3-642-40483-2_44 · Cited by 28 · see citing works
A knowledge-based approach to user interface adaptation from preferences and for special needs
Loitsch, C., Weber, G., Kaklanis, N., Votis, K., & Tzovaras, D. K. (2017) · User Modeling and User-Adapted Interaction · doi:10.1007/s11257-017-9196-z · Cited by 29 · see citing works
The role of user differences in customization
Lallé, S., & Conati, C. (2019) · ACM International Conference on Intelligent User Interfaces (IUI) · doi:10.1145/3301275.3302283 · Cited by 28 · see citing works
- Authors
- Mackay, W. E.
- Affiliations
- Massachusetts Institute of Technology (US)
- Corresponding author
- Mackay, Wendy E.
- ORCID
- Mackay, Wendy E.
- Venue
- Proceedings of the SIGCHI conference on Human factors in computing systems Reaching through technology - CHI '91
- Publisher
- ACM Press
- Published
- 1991
- Pages
- 153-160
- OpenAlex
- W1993302775
- Cited by
- 364
- References
- 9
- Citations by year
- 2026: 2 · 2025: 58 · 2024: 10 · 2023: 9 · 2022: 6 · 2021: 6 · 2020: 10 · 2019: 11 · 2018: 8 · 2017: 6 · 2016: 9 · 2015: 10 · 2014: 16 · 2013: 16 · 2012: 24
- FWCI
- 1.87
- Type
- conference paper
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- CHI Conference on Human Factors in Computing Systems (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Information Systems › Software Engineering Techniques and Practices
- Physical Sciences › Computer Science › Computer Science Applications › Open Source Software Innovations
- Keywords
- software customization, user preferences, user interface design, user interaction patterns
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