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Determining Causes and Severity of End-User Frustration
Open accessAbstract
Although computers are beneficial to individuals and society, frequently users encounter frustrating experiences when using computers. This study represents an attempt to measure, in 111 participants, the frequency, the cause, and the level of severity of frustrating experiences. The data show that frustrating experiences happen on a frequent basis. The applications in which the frustrating experiences happened most frequently were Web browsing, e-mail, and word processing. The most-cited causes of frustrating experiences were error messages, dropped network connections, long download times, and hard-to-find features. The time lost due to frustrating experiences ranged from 47% to 53% of time spent on a computer, depending on the location and study method. After extreme cases were discarded, the time lost was still above 38%. These disturbing results should be a basis for future study.
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“Thus, adding context to error messages to enable users to better understand the cause of the error may reduce frustration.63”
From A chatbot for hypertension self-management support: user-centered design, development, and usability testing (2023) · cites this paper as [63]
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Metadata
- Authors
- Ceaparu, I., Lazar, J., Bessiere, K., Robinson, J., & Shneiderman, B.
- Affiliations
- University of Maryland, College Park (US)
- Towson University (US)
- Venue
- International Journal of Human-Computer Interaction
- Publisher
- Informa UK Limited
- Published
- 2004-09
- Volume
- 17
- Issue
- 3
- Pages
- 333-356
- ISSN
- 1044-7318 (ISSN-L)
- 1532-7590
- OpenAlex
- W2092207592
- Semantic Scholar
- 7eff871ce258420be2cdcaadf2f2aecf5df4330a
- Cited by
- 399
- References
- 32
- Citations by year
- 2026: 8 · 2025: 59 · 2024: 9 · 2023: 10 · 2022: 8 · 2021: 22 · 2020: 14 · 2019: 13 · 2018: 17 · 2017: 21 · 2016: 17 · 2015: 10 · 2014: 26 · 2013: 19 · 2012: 10
- FWCI
- 19.03
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- International Journal of Human-Computer Interaction (publishedVersion)
- University Libraries (University of Maryland) (submittedVersion)
- Funders
- National Science Foundation (0086143)
- Florida Institute of Technology
- Topics
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- lost time, error messages, download time, web browsing, email, word processing, usability
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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