The User’s Experience. Exploring the Impact our Interactions with Technology Have on Us

Abstract

Technology is both a useful tool and a source of frustration. Researchers and product designers strive to predict and meet user needs by studying user intentions toward, and experiences with, technology. Such work has focused primarily on improving the user’s device interactions to improve usability, while (largely) ignoring the effect that user frustration with technology has on their psychological well-being. We performed a questionnaire study (n=211) to assess users’ feelings about their experiences with different aspects and types of technology when the technology performed contrary to their expectations. We found that technology that was frustrating to use or performed below user expectations led to the user reporting more negative feelings indicating that user frustration and feelings towards technology are an area for consideration in improving the interaction experience and user well-being.