Individual differences and the conundrums of user‐centered design: Two experiments

Individual differences between users of information systems can influence search performance. In user‐centered design it is important to match users with system configurations that will optimize their performance. Two matching strategies were explored in the first experiment: the capitalization match, and the compensatory match. Findings suggest that a compensatory match is likely to be encountered more frequently in designing information systems. Having determined an optimal match between users and system configurations, it is necessary to find ways to ensure that users are guided to the appropriate configuration. The second experiment examined user selection of system configurations, and concluded that users do not act to optimize system configuration when they select features. This result suggests that information systems must have mechanisms such as user models to direct users to optimal configurations. These experiments suggest some of the complexities and problems encountered in applying individual differences research to user‐centered design of information systems.