Users’ constant interaction with digital interfaces and applications facilitates the development of habits in a given context. An interface redesign can disrupt a person’s established use pattern. As companies frequently update and redesign their digital applications, it is crucial to uncover the impact of interface re-adaptation on their clients’ attitudes and user experience. A within-subjects laboratory experiment was conducted with current users of an existing mobile banking application. Participants performed a series of tasks during consecutive visits to the current and updated versions of the application. Psychophysiological, perceptual, and behavioral data were collected via measurement of cognitive load, emotional experience, subjective attitude, and objective performance. Results suggest interface changes that disrupt users' cognitive scripts impair re-adaptation; this entails greater cognitive load, perceived effort, and task completion times, as well as worsened perceptions of navigability during the completion of familiar tasks on the new interface. Theoretical and practical implications are discussed.'
Wang, Ruojun; Fernández-Shaw, Juan; Bouvier, Frédérique; Coursaris, Constantinos; Sénécal, Sylvain; and Léger, Pierre-Majorique, "Users’ Cognitive and Emotional Costs of Rebuilding Habits: The Case of Mobile Banking" (2022). SIGHCI 2022 Proceedings. 8.