Tech Report HCIL-95-09

Slaughter, L., Norman, K., Shneiderman, B. (March 1995)
Assessing Users' Subjective Satisfaction with the Information System for Youth Services (ISYS)
VA Tech Proc. of Third Annual Mid-Atlantic Human Factors Conference (Blacksburg, VA, March 26-28, 1995) 164-170.
HCIL-95-09, CS-TR-3463, CAR-TR-768

In this investigation, the Questionnaire for User Interaction Satisfaction (QUIS 5.5), a tool for assessing users' subjective satisfaction with specific aspects of the human/computer interface was used to assess the strengths and weaknesses of the Information System for Youth Services (ISYS). ISYS is used by over 600 employees of the Maryland State Department of Juvenile Services (DJS) as a tracking device for juvenile offenders. Ratings and comments were collected from 254 DJS employees who use ISYS. The overall mean rating across all questions was 5.1 on a one to nine scale. The ten highest and lowest rated questions were identified. The QUIS allowed us to isolate subgroups which were compared with mean ratings from four measures of specific interface factors. The comments obtained from users provided suggestions, complaints and endorsements of the system.