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June 29, 2023
[38]Editors' notes
This article has been reviewed according to Science X's [39]editorial
process and [40]policies. [41]Editors have highlighted the following
attributes while ensuring the content's credibility:
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We are wasting up to 20% of our time on computer problems, says study
by [42]University of Copenhagen
computer Credit: Unsplash/CC0 Public Domain
Even though our computers are now better than 15 years ago, they still
malfunction 11%–20% of the time, a new study from the University of
Copenhagen and Roskilde University concludes. The researchers behind
the study therefore find that there are major gains to be achieved for
society by rethinking the systems and involving users more in their
development.
An endlessly rotating beach ball, a program that [43]crashes without
saving data or systems that require illogical procedures or simply do
not work: Unfortunately, struggling with computers is still a familiar
situation for most of us. Tearing your hair out over computers that do
not work remains very common among users, according to new Danish
research.
In fact, so much that on average, we waste 11%–20% of our time in front
of our computers on systems that do not work or that are so difficult
to understand that we cannot perform the task we want to. And this is
far from being good enough, says Professor Kasper Hornbæk, one of the
researchers behind the study.
"It's incredible that the figure is so high. However, most people
experience frustration when using computers and can tell a horror story
about an important PowerPoint presentation that was not saved or a
system that crashed at a critical moment. Everyone knows that it is
difficult to create IT systems that match people's needs, but the
figure should be much lower, and one thing that it shows is that
[44]ordinary people aren't involved enough when the systems are
developed," he says.
Professor Morten Hertzum, the other researcher behind the study,
emphasizes that most frustrations are experienced in connection with
the performance of completely ordinary tasks.
"The frustrations are not due to people using their computers for
something highly advanced, but because they experience problems in
their performance of everyday tasks. This makes it easier to involve
users in identifying problems. But it also means that problems that are
not identified and solved will probably frustrate a large number of
users," says Morten Hertzum.
The problems are only too recognizable
To examine this issue, the researchers have been assisted by 234
participants who spend between six and eight hours in front of a
computer in their day-to-day work.
During one hour, the researchers told them to report the situations in
which the computer would not work properly, or where the participants
were frustrated about not being able to perform the task they wanted.
The problems most often experienced by the participants included: "the
system was slow," "the system froze temporarily," "the system crashed,"
"it is difficult to find things." The participants had backgrounds such
as student, accountant, consultant, but several of them actually worked
in the IT industry.
"A number of the participants in the survey were IT professionals,
while most of the other participants were highly competent IT and
computer users. Nevertheless, they encountered these problems, and it
turns out that this involves some fundamental functions," says Kasper
Hornbæk.
The participants in the survey also responded that 84% of the episodes
had occurred before and that 87% of the episodes could happen again.
And, according to Kasper Hornbæk, we are having the same fundamental
problems today that we had 15–20 years ago.
"The two biggest categories of problems are still about insufficient
performance and lack of user-friendliness," he says.
Morten Hertzum adds, "Our technology can do more today, and it has also
become better, but at the same time, we expect more from it. Even
though downloads are faster now, they are often still experienced as
frustratingly slow. "
[INS: :INS]
88% use a computer at work
According to Statistics Denmark, 88% of Danes used computers, laptops,
smartphones, tablets or other mobile devices at work in 2018. In this
context, the new study indicates that a half to a whole day of a normal
working week may be wasted on computer problems.
"There is a lot of productivity lost in workplaces throughout Denmark
because people are unable to perform their ordinary work because the
computer is not running as it should. It also causes a lot of
frustrations for the individual user," says Kasper Hornbæk.
This means that there are major benefits to be gained for society if we
experienced fewer problems in front of our computers. According to
Kasper Hornbæk, the gains can, for example, be achieved if more
resources are invested in rethinking how faults are presented to us on
the computer.
"Part of the solution may be to shield us from knowing that the
computer is working to solve a problem. In reality, there is no reason
why we need to look at an incomprehensible box with commands or a
frozen computer. The [45]computer could easily solve the problems
without displaying this, while it provided a back-up version of the
system for us, so that we could continue to work with our tasks
undisturbed," says Kasper Hornbæk.
At the same time, IT developers should involve the users even more when
designing the systems to make them as easy to use—and understand—as
possible, because according to the researcher, there are no poor IT
users, only poor systems.
"When we're all surrounded by IT systems that we're cursing, it's very
healthy to ascertain that it's probably not the [46]users that are the
problem, but those who make the systems. The study clearly shows that
there is still much room for improvement, and we therefore hope that it
can create more focus on making more user-friendly systems in the
future," concludes Kasper Hornbæk.
More information: Morten Hertzum et al, Frustration: Still a Common
User Experience, ACM Transactions on Computer-Human Interaction (2023).
[47]DOI: 10.1145/3582432
Provided by [48]University of Copenhagen
Citation: We are wasting up to 20% of our time on computer problems,
says study (2023, June 29) retrieved 3 July 2023 from
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