Understanding novelty: how task structure and tool familiarity moderate performance

Consumers and corporate end users are regularly faced with the challenge of adapting to new technology tools and their user interfaces. Understanding the role of user experience in using these new interfaces is an important aspect of assessing and planning for how new innovations are received. Through a controlled laboratory experiment in the information retrieval domain, we find that the effect of task (web search) familiarity on performance depends on the task structure (open-ended versus closed-ended) and the degree of tool familiarity (a traditional textual list versus a novel graphical interface for presenting web search results). Our results show that task experience has a positive effect on performance when the task structure is closed-ended and the interface is familiar, and a negative effect when the task structure is open-ended and the interface is unfamiliar. This study not only adds to the literature on user experience in the context of IT use, but also has practical implications for the testing and adoption of new technologies, indicating that novices may be better, or at least an important group, for testing truly novel tools and their interfaces.