Why Do Users Experience Negative Emotions?
Edith Khairani Cresson
1811

Emotions play such an important part in the success or failure of a design that the slightest mismatch of expectations between the system and users can lead to an unforgiving frustrated customer. Happiness, Delight, Pleasure add to the positive vibe a user develops for the system and Anger and Frustration does the opposite. It is essential that the User experiences the least possible friction. Working with Enterprises where systems are superbly complex,user frustration is a given. In these cases it is very essential to understand the users and create a plan that simplifies the complex and presents the system as a cakewalk such that the user does not have to make effort thinking and making decisions since these enterprise applications have a fixed pool of users who spend most of their time interacting with these systems.

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