New research coming out of Denmark reveals an interesting yet frustrating truth: we are wasting 11%–20% of our time on computer problems.
Despite having better technology than we did 15 years ago, our computers still mess up quite a bit, according to a study by the University of Copenhagen and Roskilde University.
Ever experienced an endlessly spinning beach ball, a crashing program that didn’t save your work, or systems that simply refuse to cooperate?
Well, you’re not alone.
The study found that most people are still battling these computer problems on a regular basis.
“What’s surprising is just how much time we lose dealing with these issues,” says Professor Kasper Hornbæk, one of the researchers.
“We’ve all got that one story about a PowerPoint that didn’t save or a system crash during an important task. What’s clear is we need more input from everyday users when developing these systems.”
Professor Morten Hertzum, another researcher on the study, points out that these frustrations aren’t due to people using their computers for complex tasks.
Most of the problems come from everyday tasks, suggesting that involving users in spotting these issues could be a game-changer.
To dig into this issue, the researchers asked 234 participants, who spend between six and eight hours daily on their computers, to note down any problems or frustrations they had during a one-hour period. The participants ranged from students to accountants to IT professionals.
Despite their different backgrounds, everyone encountered similar problems like a slow system, crashes, or difficulty finding things.
Interestingly, most of these issues were not new. About 84% of these problems had occurred before, and 87% of them were expected to happen again.
“Our technology can do a lot more today, and it’s gotten better, but we’re also asking more of it. That’s why, even though things download faster now, they can still feel frustratingly slow,” says Hertzum.
Given that 88% of people in Denmark use computers or other devices at work, the study suggests that up to a day of a regular workweek could be wasted on computer problems. This not only affects productivity but also leads to a lot of frustration.
According to Hornbæk, a solution could be to shield users from knowing when the computer is working to solve a problem. Instead, the computer could quietly solve the issue while providing a back-up system for users to continue their work undisturbed.
In addition, he suggests that IT developers need to work closely with users to make systems easier to use and understand. After all, he says, the problem isn’t with the users, it’s with the systems.
Hornbæk concludes, “It’s not the users that are the problem, but the ones who create the systems. There’s a lot of room for improvement.
We hope this study will focus more attention on creating user-friendly systems in the future.”
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