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| Perception of users’ emotions responding to usability problems of information system |
| LI Xiao-jun1,2, XIAO Zhong-dong1, ZHU Chun-yang3, LI Jia4 |
| (1. School of Management, Xi'an Jiao Tong University, Xi’an 710049 China; 2. Faculty of Command Information Systems, Rocket Force University of Engineering, Xi’an 710025 China; 3. Haier Special Freezer CO., LTD, Qingdao 266000, China; 4. School of Business, East China University of Science and Technology, Shanghai 200237, China) |
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Abstract Previous studies have shown that usability of information systems may affect users’ emotions during human-computer interaction. However, studies of relationships between usability problems of information system and user emotions in terms of types and severity ratings were rather limited. To investigate the effects of types and severity ratings of usability problems on users’ emotions, our study developed adjective checklist of user negative emotions from categorical approach and launched a two-factor mixed experiment. Results showed that user negative emotions elicited by usability problems included various categories and mainly involved in three factors of irritable, angry, depressed and displeased. Usability problems with higher severity ratings would induce more categories and higher intensity of emotions. Types of usability problems would affect categories and intensity of user negative emotions, and these effects were different among different emotion categories. The interactive effects of types and severity ratings of usability problems on intensity of emotions were significant for specific categories of negative emotions. The results may support decisions on priority analysis of usability problems and user emotions management in human-computer interaction.
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Published: 12 December 2017
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