The Role of User Processing and Task Change on Task Performance

Abstract

The purpose of this research is to minimize the negative effects and maximize the benefits of the introduction of new technology to consumers. This paper examines the effect of user processing and product change on the acceptance of product upgrades. User processing is defined as the type of cognitive processing a user employs to complete a task, and is identified as either controlled or automated. Three types of product changes are examined: omission (removing a task step), commission (adding a task step), and sequence (changing the order of task steps). Both the short term and long term effects of these changes on user performance are examined. The platform utilized was an inventory management computer program. Task completion time was collected from 31 subjects. The results indicate a difference in user performance based on processing type: subjects adapted to changes in the program more readily when using controlled processing as opposed to automated processing. Users have difficulty recovering from a task change when they are using automated processing. When they are using controlled processing, the change is more readily accepted. The variability of their performance was greater when using controlled processing. Task changes were most readily adapted to when the change was that of sequence. Changes of omission and commission caused a greater negative effect on the subjects' performance.