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ICED 11
Papers

"Soft" Problems with Consumer Electronics and the Influence of User Characteristics

"Soft" Problems with Consumer Electronics and the Influence of User Characteristics

Year: 2009

Section: Design for X, Design to X

Editor: Norell Bergendahl, M.; Grimheden, M.; Leifer, L.; Skogstad, P.; Lindemann, U.

Author: Kim, Chajoong; Christiaans, Henri H. C. M.

Section: Design for X, Design to X

Pages: 241-252

Abstract

The paper reports a study into the complaints of consumers about "soft" problems they have experienced using new electronic household products. These problems cannot be traced back to a specification violation failure, classified as No Fault Found. Reason why they are called "soft". The aim was to find a relationship between consumers' soft problems and their personal characteristics, encompassing demographical, personal, and socioeconomic aspects as well asthe effect of cultural background. A total of 64 Dutch and 59 South Korean subjects participated in the survey. The reported complaints were classified into categories which are related to usability. The findings indicate that, first, there is a relationship between soft problems and product categories that were based on operation complexity. Second, demographic variables are significantly related to problem categories. Third, physical, cognitive, socioeconomic and cultural characteristics as well as personality traits also show significant correlations with it. On the basis of the data preliminary user profiles were made. The implications of these findings and suggestion for further study are discussed.

Keywords: ?user characteristics, ? ?usability, ? ?soft problem, ? ?cultural diversity?

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ds conferenceICED09: 17th International Conference on Engineering Design

The Design Society and the Stanford Center for Design Research cordially invite you to participate in the International Conference on Engineering Design, ICED'09. The venue will be Stanford University’s verdant campus in the heart of Silicon Valley, a short 35 miles south of San Francisco, California. Research papers and case studies are solicited on any topic related to design thinking, theory, and practice, with a premium placed on evidence-based research. Topics and Themes include: *...

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Keywords
Design 2010