This Computer Responds to User Frustration

1
This Computer Responds to User Frustration

• Authors
• Jonathan Klein
• Youngme Moon
• Rosalind W. Picard
• Presented by Sam Carroll

2
Some Visual Frustration

• Often the site of certain pictures can bring back
  years of frustration from computer usage

3
MS Vista (Longhorn) Red Screen of Death
4
Typical Microsoft XPSolution to Error
5
Linux Kernel Panic
6
Situation

• An HCI game system is created and 70 people,
  split into three testing groups, are told that
  they could win 100 for testing a new web-based
  game.
• The three testing groups were put into three
  states ignore, vent, and affect-support.
• Frustration was built up with timed-delays in the
  game on half of the subjects.
• Users were questioned at the end of the first 5
  minute session, and then allowed to play again
  with no delays.

7
Questionnaire

• Depending on the group, the questionnaire
  differed
• Ignore Group the questions were closed-ended and
  did not involve emotions or provide any
  opportunity for feedback.
• Vent Group subjects were asked open-ended
  questions, that allowed them to complain and tell
  how they felt.
• Affect-Support Group same questions as the Vent
  group, however the computer gave active feedback,
  such as Wow, it sounds like you felt really
  frustrated.

8
Results

• The group that experienced delays, had high
  levels of frustration after the first 5-minutes
  of playing time.
• The Affect-Support group felt more positive
  toward the system than the other participants who
  experienced delays from the Vent and Ignore
  groups.
• The Affect-Support group also played longer the
  second time around when no delays were
  experienced.

9
Critique\Expansions

• Expand to more system with different kinds of
  anger.
• Word processor
• A non-competitive setting
• Information service (HW).
• The system the ability to recognize when a user
  is frustrated.
• Study which sympathy\empathy statement are most
  effective.
• How much sympathy\empathy can be put into a
  system?