Assessing Conceptualizations of User Friendliness for Consumer Products

This study examines the conceptualizations of the user-friendliness of technology-based consumer products. Participants (n=205) were asked to evaluate 25 statements related to the topic of user-friendliness. Participants’ ratings indicated that statements concerning positive productivity levels and reliable displays (e.g. “I quickly learned how to use this product” or “I can find information quickly within the display”) received the highest ratings of user friendliness. Low user-friendliness was associated with systems deemed as complex or with longer durations of product adaptation and learning (e.g. “This product prevents me from choosing what I would like to do” or “I really have to concentrate to use this product”). A factor analysis of the data suggested four dimensions of user-friendliness: ease-of-use, delight, reliability and feedback. Design implications and possible human factors’ interventions for consumer products are discussed.