Human-system behavioral gaps

This article focuses on an often-encountered gap between the assumptions of the engineer that designs "something," versus how the users handle this "something" when it is deployed in the users\´ own context. In an effort to investigate end-users\´ perspectives relating to this gap, Ericsson Research conducted a user-centered study in collaboration with Augur Marknadsanalys, a Swedish company specializing in qualitative consumer insights. The user study was performed in Stockholm, Sweden, within a project looking at future TV and media experiences. One important thing we can learn from this study is that there is no such thing as a perfect system design because the users themselves create and complete the system when they eventually figure out how the new tools fit into their existing behavior.