Frustrating experience report
(based on  Ceaparu et al (2004))

Please fill out this form for each frustrating experience that you encounter while using your computer during the research period.  This should include both major problems such as computer or application crashes, and minor issues such as the programme not responding the way that you need it to.  Please record anything in the computer use that frustrates you.

1. What were you trying to do? (eg word processing essay, editing web page, etc)

2. On a scale of 1 (didn’t matter much) to 4 (really mattered), how important was this task to you? (Please tick)

1
didn’t matter much	2
mattered a bit	3
mattered quite a lot	4
really mattered	

3. What software or programme did the problem occur in?  If the problem was the computer system, please tick the programme(s) that you were using when it occurred. (Please tick all that apply).

	☐ 	e-mail	
	☐ 	file browser, operating system	
	☐	presentation software	(e.g. PowerPoint)
	☐	chat and instant messaging	
	☐	spreadsheet	
	☐	multimedia
	☐	Web browsing
	☐	graphics
	☐	programming tools
	☐	other Internet use
	☐	other   __________________________________________

4. Please write a brief description of the experience: (i.e. what went wrong)

5. How did you ultimately solve this problem ? (please tick only one)

	☐	I knew how to solve it because it has happened before.
	☐	I figured out a way to fix it myself without help.  
	☐	I asked someone for  to help. Number of people asked _____
	☐	I consulted online help or the system/application tutorial.
	☐	I ignored the problem or found an alternative solution. 
	☐	I was unable to solve it.  
	☐	I tried again. 
	☐	I restarted the programme.
	□	I restarted the operating system.	
	☐	other ______________________________________________

6. Please provide a short step by step description of all the different things you tried in order to resolve this incident.

7. How often does this problem happen? (please tick only one)
	☐	more than once a day
	☐	one time a day
	☐	several times a week
	☐	once a week
	☐	several times a month
	☐	once a month
	☐	several times a year
	☐	first time it happened

8. On a scale of 1 (not very frustrating) to 4 (very frustrating), how frustrating was this problem for you? (Please tick)

1
not very frustrating	2
quite frustrating	3
fairly frustrating	4
very frustrating	

9. How did you feel?

	☐	angry at the computer
	☐	angry at yourself
	☐	helpless/resigned
	☐	determined to fix it
	☐	neutral
	☐	other:______________________________________

10. How many minutes did it take you to fix this specific problem? (If this has happened before please account only for the current time spent.) _________

11. Other than the amount of time it took you to fix the problem, how many minutes did you lose because of this problem? (e.g., time spent waiting or replacing  lost work)
(If this has happened before please account only for the time lost on this occasion) 
Please explain: 

12. Until this problem was solved, were you able to work on something else?  

Yes	☐		No	☐

Please explain: