Human-system behavioral gaps
Joakim Formo, Marcus Nyberg, Marcus Gårdman, Cristian Norlin · IEEE Vehicular Technology Magazine · 2009
This article focuses on an often-encountered gap between the assumptions of the engineer that designs "something," versus how the users handle this "something" when it is deployed in the users' own context. In an effort to investigate end-users' perspectives relating to this gap, Ericsson Research conducted a user-centered study in collaboration with Augur Marknadsanalys, a Swedish company specializing in qualitative consumer insights. The user study was performed in Stockholm, Sweden, within a project looking at future TV and media experiences. One important thing we can learn from this study is that there is no such thing as a perfect system design because the users themselves create and complete the system when they eventually figure out how the new tools fit into their existing behavior.