Designing product feature upgrades: The role of user processing and design change

ObjectiveThis paper aims to examine user performance changes based on user processing level and changes made to a task during a product upgrade.BackgroundUser processing level is defined as the type of cognitive processing a user employs to complete a task and is identified as either controlled or automated. Changes to a product task are categorized into three types: omission (removal of a step), commission (addition of a step), and sequence (new order of steps).MethodParticipants completed tasks on a computer-based inventory management program. The tasks were designed to represent the three types of design changes and two levels of user processing. Example tasks included adding inventory to the system and auditing an inventory level. Performance time and errors were recorded.ResultsThe results indicate a difference in user performance based on processing type: participants adapted to changes in the program more readily when using controlled processing as opposed to automated processing. The variance of user performance was greater for tasks that required controlled processing. Design changes were most readily adapted to with a change of sequence. Tasks that were altered using omission and commission caused a greater negative effect on the participants’ performance.ConclusionWhen using automated processing, users can more readily adapt to design changes of sequence when compared to other types of design changes. Moreover, users’ recovery rates are higher when using controlled rather than automated processing.Relevance to industryWhen upgrading consumer products, designers should be mindful of the way tasks are changed, particularly for common automated tasks, which will allow users to more easily adapt to upgraded products.

► Product changes occur frequently, particularly in product upgrades.
► User processing level and design change impact user performance.
►  Participants adapt to change more easily when using controlled processing.
► Changing task step sequence is easiest for user adaptation.