Effects of Usability Problems on User Emotions in Human-Computer Interaction

A two-factor mixed design with usability problem type and severity rating as experimental factors was conducted to examine the effects of usability problems on user emotions. The usability problem type was varied from full classification (FC) in artifact component to FC in task component, and severity rating of usability problem was varied from low to high. Difference in emotional dimensions, valence, arousal, and dominance were realized as dependent variables. Results showed that effects of usability problems on user emotions differed by type and severity rating. Usability problems classified into FC in task component or with higher severity rating led to more negative and less dominance subjective feelings. Effect of type of usability problems on emotional valence was stronger when their severity rating was relatively low. These investigations suggest that usability problems classified into FC in task component or with higher severity rating should be assigned to higher priority in usability test and be eliminated as far as possible in the development process. Further studies may address the issue from different construct of emotion, e.g., physiological changes.