User recalled occurrences of usability errors
Helena M. Mentis, Geri K. Gay · 2003
Usability testing determines what problems thwart goal attainment, but what problems shape the user experience? This study gathered users recalled instances of frustration from using various technologies and categorized those frustrating incidents with the User Action Framework, an adaptation of Norman's seven stages of action for classifying usability problems. We found that many of the recalled frustrating incidents occurred while the user was in the Outcome phase and that most of those incidents were intrusive in the user's cognitive flow.