User characteristics, Product type, and Soft usability problems
Usability refers to specific users, performing a specific task, with a specific product in a specific context (Eason, 1984; Shackel, 1991; Nielsen, 1993). In addition , subjective satisfaction is a crucial dimension to define the concept of usability (Lauesen & Younesi, 1998; Han et al., 2001; Babber et al., 2002). In analogy to soft reliability problems (Koca et al., 2008), soft usability problems are problems in which the most important issue is that users are unsatisfied about the quality of the interaction. Although the behaviour of users is one of the factors to play an important role in usability, the diversity in behaviour when interacting with products has only recently become serious object of study. In a globalizing market, a ‘design for all’ policy does not seem to work well, and local needs and demands appear to be increasingly important. These individual demands are not only shown between cultures or countries but also in subcultures or specific groups of people who share some characteristics or behaviour (De Leur et al., 2006; Kim et al., 2006; Rodriguez et al., 2006; Leventhal & Barnes, 2007). As a result, the development of products to satisfy diverse users has become more and more challenging thanks to the demands of user characteristics.
Goal
To design products that satisfy their target users, a deeper understanding is needed of their user characteristics related to unexpected problems users face. These user characteristics encompass cognitive aspect, personality, demographics, and use behaviour (see figure below). This study focuses on how user characteristics and product type can influence whether soft usability problems occur, and if so, which types. The study will lead to user profiles that provide an overview of the interaction between user characteristics, product type, and soft usability problems.
Method and results
In total three surveys and one experiment were conducted. The first survey was a questionnaire survey to explore what usability problems users experienced in the Netherlands and South Korea. This study resulted in the categorization of soft usability problems. The second survey investigated how user characteristics are related to the occurrence of specific soft usability problems. Finally, an experiment was conducted to find out how user characteristics are correlated to specific soft usability problems depending on type of product in the USA, South Korea and the Netherlands. Based on the findings from the studies, user profiles will be developed which provide insight into the interaction between user characteristics, product type, and soft usability problems. Based on this an interactive tool will be developed: UPS (User characteristics, Product type and Soft Usability problems). Companies can use UPS to gain insights into probable usability problems of a product they are developing and the characteristics of those who would have problems using the product.
Validation
The UPS tool will be validated in the companies involved in the project to see how it is used in the product development process and what should be improved. In this stage, a workshop will be conducted in which designers in the companies can experience and learn how the findings and the tool are applicable to their design process.