The usability of everyday technology

• Published in: ACM transactions on computer-human interaction 2002-06, Vol.9 (2), p.74-105
• Main Authors: Petersen, Marianne Graves, Madsen, Kim Halskov, Kjaer, Arne
• Format: Article
• Language: English
• ISSN: 1073-0516

Current work in the field of usability tends to focus on snapshots of use as the basis for evaluating designs. However, giving due consideration to the fact that everyday use of technology involves a process of evolution, we set out to investigate how the design of the technology may be used to support this. Based on a long-term empirical study of television use in the homes of two families, we illustrate how use continuously develops in a complex interplay between the users' expectations---as they are formed and triggered by the design---and the needs and context of use per se. We analyze the empirical data from the perspective of activity theory. This framework serves to highlight how use develops, and it supports our analysis and discussion about how design, the users' backgrounds, previous experience, and needs, and the specific context of use supports or hinders the development of use. Moreover, we discuss how the characteristics of the home settings, in which the televisions studied were situated, represent a challenge to usability work. The concluding discussion leads to a set of hypotheses relevant to designers and researchers who wish to tackle some of the aspects of usability of particular importance to development in the use of home technology.