信息系统可用性问题对用户情绪知觉的影响

Perception of Users' Emotion Responding to Usability Problems of Information System

开发负性情绪形容词检测量表,设计两因素混合实验,分析信息系统可用性问题对用户情绪类别、强度的影响。结果表明:(1)可用性问题诱发的用户负性情绪主要包括烦躁、愤怒、抑郁与不快等三个因素;(2)可用性问题类型、严重度会显著影响交互过程中用户负性情绪类别及强度,且对特定类别负性情绪的强度,问题类型、严重度的交互效应显著。研究结论为信息系统可用性工程实践中问题优先级决策、用户情绪管理和干预提供了依据。

Previous studies have shown that usability of information systems may affect users’emotion during human-computer interaction.However,studies of relationships between usability problems of information system and user emotion in terms of types and severity ratings are rather limited.To investigate the effects of types and severity ratings of usability problems on users’emotion,the present study developed an adjective checklist of users’negative emotions from categorical approach and launched a two-factor mixed experiment.Results showed that users’negative emotions elicited by usability problems included various categories and mainly involved three factors of irritable,angry,depressed and displeased.The 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 users’negative emotion,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 users’emotion management in human-computer interaction.