Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
"Soft" Problems with Consumer Electronics and the Influence of User Characteristics
Kim, Chajoong; Christiaans, Henri H. C. M.
Type:
Year:
2009
Editor:
Norell Bergendahl, M.; Grimheden, M.; Leifer, L.; Skogstad, P.; Lindemann, U.
Author:
Series:
ICED
Section:
Design for X, Design to X
Page(s):
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:
