Jonathan Lazar

Determining Causes and Severity of End-User Frustration

Although computers are beneficial to individuals and society, frequently users encounter frustrating experiences when using computers. This study represents an attempt to measure, in 111 participants, the frequency, the cause, and the level of severity of frustrating experiences. The data show that frustrating experiences happen on a frequent basis. The applications in which the frustrating experiences happened most frequently were Web browsing, e-mail, and word processing. The most-cited causes of frustrating experiences were error messages, dropped network connections, long download times, and hard-to-find features. The time lost due to frustrating experiences ranged from 47% to 53% of time spent on a computer, depending on the location and study method. After extreme cases were discarded, the time lost was still above 38%. These disturbing results should be a basis for future study.

What Frustrates Screen Reader Users on the Web: A Study of 100 Blind Users

Abstract In previous research, the computer frustrations of student and workplace users have been documented. However, the challenges faced by blind users on the Web have not been previously examined. In this study, 100 blind users, using time diaries, recorded their frustrations using the Web. The top causes of frustration reported were (a) page layout causing confusing screen reader feedback; (b) conflict between screen reader and application; (c) poorly designed/unlabeled forms; (d) no alt text for pictures; and (e) 3-way tie between misleading links, inaccessible PDF, and a screen reader crash. Most of the causes of frustration, such as inappropriate form and graphic labels and confusing page layout, are relatively simple to solve if Webmasters and Web designers focus on this effort. In addition, the more technically challenging frustrations, such as screen reader crashes and conflicts, need to be addressed by the screen reader developers. Blind users in this study were likely to repeatedly attempt to solve a frustration, not give up, and not reboot the computer. In this study, the blind users reported losing, on average, 30.4% of time due to these frustrating situations. Implications for Web developers, screen reader developers, and screen reader users are discussed in this article.

Improving web accessibility: a study of webmaster perceptions

Abstract Large percentages of web sites continue to be inaccessible to people with disabilities. Since tools and guidelines are available to help designers and webmasters in making their web sites accessible, it is unclear why so many sites continue to be inaccessible. In this paper, we present the “Web Accessibility Integration Model,” which highlights the multiple points within web development where accessibility can be incorporated or forgotten. It is uncertain why webmasters do not use the various tools and guidelines that currently are available for making web sites accessible. A survey was created, and data was collected from 175 webmasters, indicating their knowledge on the topic of web accessibility and the reasons for their actions related to web accessibility. Findings and future directions for research are discussed.

Empathy and online interpersonal trust: A fragile relationship

The rapid growth of personal email communication, instant messaging and online communities has brought attention to the important role of interpersonal trust in online communication. An empirical study was conducted focusing on the effect of empathy on online interpersonal trust in textual IM. To be more specific, the relationship between empathic accuracy, response type and online interpersonal trust was investigated. The result suggests both empathic accuracy and response type have significant influence on online interpersonal trust. The interaction between empathic accuracy and response type also significantly influences online trust. Interestingly, the results imply a relationship between daily trust attitude and online interpersonal trust. People who are more trusting in their daily life may experience more difficulty in developing trust online. There is also some evidence to suggest that different communication scenarios may have an influence on online trust.

Workplace user frustration with computers: an exploratory investigation of the causes and severity

When hard-to-use computers cause users to become frustrated, it can affect workplace productivity, user mood and interactions with other co-workers. Previous research has examined the frustration that students and their families face in using computers. To learn more about the causes and measure the severity of user frustration with computers in the workplace, we collected modified time diaries from 50 workplace users, who spent an average of 5.1 hours on the computer. In this exploratory research, users reported wasting on average, 42 – 43% of their time on the computer due to frustrating experiences. The largest number of frustrating experiences occurred while using word processors, email and web browsers. The causes of the frustrating experiences, the time lost due to the frustrating experiences, and the effects of the frustrating experiences on the mood of the users are discussed in this paper. Implications for designers, managers, users, information technology staff and policymakers are discussed.

Web accessibility in the Mid-Atlantic United States: a study of 50 homepages

This paper reports on a study of 50 homepages in the Mid-Atlantic United States to determine what accessibility problems exist. The 50 homepages were evaluated using both the U.S. government’s Section 508 guidelines as well as the Web Accessibility Initiative’s (WAI) Priority Level 1 of the Web Content Accessibility Guidelines (WCAG). According to both sets of guidelines, 49 out of 50 sites were found to have accessibility problems, although some of the accessibility problems were minor and easy to fix. There are two troubling findings from this study. The Web sites that had the most accessibility problems were organizations in the Web development and information technology field, which ideally should be the leaders in making the Web more accessible. The Web accessibility software testing tools, which are available to assist people in making their Web sites more accessible, are flawed and inconsistent and require large numbers of manual checks, which many developers may not be able to do. More people need to become aware of the topic of Web accessibility, and the testing tools need to be improved so that once people are aware, it is easier for them to move their sites toward full accessibility.

Severity and impact of computer user frustration: A comparison of student and workplace users

User frustration with information and computing technology is a pervasive and persistent problem. When computers crash, network congestion causes delays, and poor user interfaces trigger confusion there are dramatic consequences for individuals, organizations, and society. These frustrations, not only cause personal dissatisfaction and loss of self-efficacy, but may disrupt workplaces, slow learning, and reduce participation in local and national communities. Our exploratory study of 107 student computer users and 50 workplace computer users shows high levels of frustration and loss of 1/3-1/2 of time spent. This paper reports on the incident and individual factors that cause of frustration, and how they raise frustration severity. It examines the frustration impacts on the daily interactions of the users. The time lost and time to fix problem, and importance of task, strongly correlate with frustration levels for both student and workplace users. Differences between students and workplace users are discussed in the paper, as are implications for researchers. or researchers.

Computer Usage by Children with Down Syndrome: Challenges and Future Research

Children with Down syndrome, like neurotypical children, are growing up with extensive exposure to computer technology. Computers and computer-related devices have the potential to help these children in education, career development, and independent living. Our understanding of computer usage by this population is quite limited. Most of the software, games, and Web sites that children with Down syndrome interact with are designed without consideration of their special needs, making the applications less effective or completely inaccessible. We conducted a large-scale survey that collected computer usage information from the parents of approximately six hundred children with Down syndrome. This article reports the text responses collected in the survey and is intended as a step towards understanding the difficulties children with Down syndrome experience while using computers. The relationship between the age and the specific type of difficulties, as well as related design challenges are also reported. A number of potential research directions and hypotheses are identified for future studies. Due to limitations in survey methodology, the findings need to be further validated through hypothesis-driven, empirical studies.

Data Sonification for Users with Visual Impairment: A Case Study with Georeferenced Data

We describe the development and evaluation of a tool, iSonic, to assist users with visual impairment in exploring georeferenced data using coordinated maps and tables, augmented with nontextual sounds and speech output. Our in-depth case studies with 7 blind users during 42 hours of data collection, showed that iSonic enabled them to find facts and discover trends in georeferenced data, even in unfamiliar geographical contexts, without special devices. Our design was guided by an Action-by-Design-Component (ADC) framework, which was also applied to scatterplots to demonstrate its generalizability. Video and download is available at www.cs.umd.edu/hcil/iSonic/.

Developing usable CAPTCHAs for blind users

CAPTCHAs are widely used by websites for security and privacy purposes. However, traditional text-based CAPTCHAs are not suitable for individuals with visual impairments. We proposed and developed a new form of CAPTCHA that combines both visual and audio information to allow easy access by users with visual impairments. A preliminary evaluation suggests strong potential for the new form of CAPTCHA for both blind and visual users.