cognitive load in ecommerce applications—measurement and effects on user satisfaction在电子商务applications-measurement认知负荷,对用户满意度的影响.pdfVIP

Hindawi Publishing Corporation Advances in Human-Computer Interaction Volume 2009, Article ID 121494, 9 pages doi:10.1155/2009/121494 Research Article Cognitive Load in eCommerce Applications—Measurement and Effects on User Satisfaction 1 1 ´ 2 1 Peter Schmutz, Silvia Heinz, Yolanda Metrailler, and Klaus Opwis 1 Department of Psychology, University of Basel, Missionsstrasse 62a, 4055 Basel, Switzerland 2 IV-Stelle Basel-Stadt, Lange Gasse 7, 4052 Basel, Switzerland Correspondence should be addressed to Peter Schmutz, peter.schmutz@unibas.ch Received 15 October 2008; Accepted 24 February 2009 Recommended by Richard Kline Guidelines for designing usable interfaces recommend reducing short term memory load. Cognitive load, that is, working memory demands during problem solving, reasoning, or thinking, may affect users’ general satisfaction and performance when completing complex tasks. Whereas in design guidelines numerous ways of reducing cognitive load in interactive systems are described, not many attempts have been made to measure cognitive load in Web applications, and few techniques exist. In this study participants’ cognitive load was measured while they were engaged in searching for several products in four different online book stores. NASA- TLX and dual-task methodology were used to measure subjective and objective mental workload. The dual-task methodology involved searching for books as the primary task and a visual monitoring task as the secondary task. NASA-TLX scores differed significantly among the shops. Secondary task reaction times showed no significant differences between the four shops. Strong correlations between NASA-TLX, primary task c