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630 lines
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#[1]top [2]search [3]All news stories [4]Spotlight news only
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1. [36]Home
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2. [37]Computer Sciences
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__________________________________________________________________
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June 29, 2023
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[38]Editors' notes
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This article has been reviewed according to Science X's [39]editorial
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process and [40]policies. [41]Editors have highlighted the following
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attributes while ensuring the content's credibility:
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fact-checked
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trusted source
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proofread
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We are wasting up to 20% of our time on computer problems, says study
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by [42]University of Copenhagen
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computer Credit: Unsplash/CC0 Public Domain
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Even though our computers are now better than 15 years ago, they still
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malfunction 11%–20% of the time, a new study from the University of
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Copenhagen and Roskilde University concludes. The researchers behind
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the study therefore find that there are major gains to be achieved for
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society by rethinking the systems and involving users more in their
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development.
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An endlessly rotating beach ball, a program that [43]crashes without
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saving data or systems that require illogical procedures or simply do
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not work: Unfortunately, struggling with computers is still a familiar
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situation for most of us. Tearing your hair out over computers that do
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not work remains very common among users, according to new Danish
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research.
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In fact, so much that on average, we waste 11%–20% of our time in front
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of our computers on systems that do not work or that are so difficult
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to understand that we cannot perform the task we want to. And this is
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far from being good enough, says Professor Kasper Hornbæk, one of the
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researchers behind the study.
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"It's incredible that the figure is so high. However, most people
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experience frustration when using computers and can tell a horror story
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about an important PowerPoint presentation that was not saved or a
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system that crashed at a critical moment. Everyone knows that it is
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difficult to create IT systems that match people's needs, but the
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figure should be much lower, and one thing that it shows is that
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[44]ordinary people aren't involved enough when the systems are
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developed," he says.
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Professor Morten Hertzum, the other researcher behind the study,
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emphasizes that most frustrations are experienced in connection with
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the performance of completely ordinary tasks.
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"The frustrations are not due to people using their computers for
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something highly advanced, but because they experience problems in
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their performance of everyday tasks. This makes it easier to involve
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users in identifying problems. But it also means that problems that are
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not identified and solved will probably frustrate a large number of
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users," says Morten Hertzum.
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[INS: :INS]
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The problems are only too recognizable
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To examine this issue, the researchers have been assisted by 234
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participants who spend between six and eight hours in front of a
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computer in their day-to-day work.
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During one hour, the researchers told them to report the situations in
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which the computer would not work properly, or where the participants
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were frustrated about not being able to perform the task they wanted.
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The problems most often experienced by the participants included: "the
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system was slow," "the system froze temporarily," "the system crashed,"
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"it is difficult to find things." The participants had backgrounds such
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as student, accountant, consultant, but several of them actually worked
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in the IT industry.
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"A number of the participants in the survey were IT professionals,
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while most of the other participants were highly competent IT and
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computer users. Nevertheless, they encountered these problems, and it
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turns out that this involves some fundamental functions," says Kasper
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Hornbæk.
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The participants in the survey also responded that 84% of the episodes
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had occurred before and that 87% of the episodes could happen again.
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And, according to Kasper Hornbæk, we are having the same fundamental
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problems today that we had 15–20 years ago.
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"The two biggest categories of problems are still about insufficient
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performance and lack of user-friendliness," he says.
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Morten Hertzum adds, "Our technology can do more today, and it has also
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become better, but at the same time, we expect more from it. Even
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though downloads are faster now, they are often still experienced as
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frustratingly slow. "
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88% use a computer at work
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According to Statistics Denmark, 88% of Danes used computers, laptops,
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smartphones, tablets or other mobile devices at work in 2018. In this
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context, the new study indicates that a half to a whole day of a normal
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working week may be wasted on computer problems.
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"There is a lot of productivity lost in workplaces throughout Denmark
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because people are unable to perform their ordinary work because the
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computer is not running as it should. It also causes a lot of
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frustrations for the individual user," says Kasper Hornbæk.
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This means that there are major benefits to be gained for society if we
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experienced fewer problems in front of our computers. According to
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Kasper Hornbæk, the gains can, for example, be achieved if more
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resources are invested in rethinking how faults are presented to us on
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the computer.
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"Part of the solution may be to shield us from knowing that the
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computer is working to solve a problem. In reality, there is no reason
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why we need to look at an incomprehensible box with commands or a
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frozen computer. The [45]computer could easily solve the problems
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without displaying this, while it provided a back-up version of the
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system for us, so that we could continue to work with our tasks
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undisturbed," says Kasper Hornbæk.
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At the same time, IT developers should involve the users even more when
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designing the systems to make them as easy to use—and understand—as
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possible, because according to the researcher, there are no poor IT
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users, only poor systems.
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"When we're all surrounded by IT systems that we're cursing, it's very
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healthy to ascertain that it's probably not the [46]users that are the
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problem, but those who make the systems. The study clearly shows that
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there is still much room for improvement, and we therefore hope that it
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can create more focus on making more user-friendly systems in the
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future," concludes Kasper Hornbæk.
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More information: Morten Hertzum et al, Frustration: Still a Common
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User Experience, ACM Transactions on Computer-Human Interaction (2023).
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[47]DOI: 10.1145/3582432
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Provided by [48]University of Copenhagen
|
||
Citation: We are wasting up to 20% of our time on computer problems,
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||
says study (2023, June 29) retrieved 16 January 2024 from
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https://techxplore.com/news/2023-06-problems.html
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This document is subject to copyright. Apart from any fair dealing for
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the purpose of private study or research, no part may be reproduced
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without the written permission. The content is provided for information
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purposes only.
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__________________________________________________________________
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[54]
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Feedback to editors
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* [55]Featured
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* [56]Last Comments
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