The Impact of Product Complexity in Using Consumer Electronics

This is a ease study of users trying to carry out a task involving consumer electronics equipment. Many people blame themselves when they have difficulty using their VCRs or telephone answering machines. However, as this case study illustrates, the difficulty people experience in using such devices may be a natural consequence of the complexity of the task that the equipment poses for them. This study traces two users' decision processes in performing the task of connecting two VCRs. The sequence of decisions required by the task creates a search space equivalent to that involved in opening a combination lock with three dials without knowing the combination. The problems posed by consumer electronics are related to manufacturers' tendency to add features without considering the consequences that increased complexity has for the user. The article concludes by suggesting a number of performance aids that manufacturers might provide for users.