Users and technology: A closer look at how technology engagement affects users

Abstract

Computers have gone from being a workplace tool to something we carry in our pockets. This explosion of technological growth has been supported by HCI researchers and product designers as they strive to predict and meet user needs by studying user intentions toward, and experiences with, technology to improve usability. However, psychological research shows that device usage does not come without a psychological cost to the user, an impact apparently under-considered in HCI research. We surveyed users (n = 211) on their feelings about their experiences with different aspects and types of technology when the technology performed contrary to expectations. We found that technology that was frustrating to use or performed below expectations led to users reporting more negative feelings towards their use of the technology. Findings indicate that the user experience could be improved by considering user frustration and feelings towards technology in the design process.