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Title: Understanding the Relationship between Frustration and the Severity of Usability Problems : What can Psychophysiological Data (Not) Tell Us?
Authors: Bruun, Anders
Law, Effie Lai-Chong
Heintz, Matthias
Alkly, Lana H.A.
First Published: 7-May-2016
Presented at: Conference on Human Factors in Computing Systems (CHI 2016)
Citation: ACM Proceedings of Conference on Human Factors in Computing Systems (CHI), 2016, pp. 3975-3987
Abstract: Frustration is used as a criterion for identifying usability problems (UPs) and for rating their severity in a few of the existing severity scales, but it is not operationalized. No research has systematically examined how frustration varies with the severity of UPs. We aimed to address these issues with a hybrid approach, using Self-Assessment Manikin, comments elicited with Cued-Recall Debrief, galvanic skin responses (GSR) and gaze data. Two empirical studies involving a search task with a website known to have UPs were conducted to substantiate findings and improve on the methodological framework, which could facilitate usability evaluation practice. Results showed no correlation between GSR peaks and severity ratings, but GSR peaks were correlated with frustration scores -- a metric we developed. The Peak-End rule was partially verified. The problematic evaluator effect was the limitation as it confounded the severity ratings of UPs. Future work is aimed to control this effect and to develop a multifaceted severity scale.
DOI Link: 10.1145/2858036.2858511
ISBN: 978-1-4503-3362-7
Embargo on file until: 1-Jan-10000
Version: Publisher Version
Status: Peer-reviewed
Type: Conference Paper
Rights: Copyright © 2016 ACM.
Description: The file associated with this record is under a permanent embargo in accordance with the publisher's policy. The full text may be available through the publisher links provided above.
Appears in Collections:Conference Papers & Presentations, Dept. of Computer Science

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