Lazy User Theory: A Dynamic Model to Understand User Selection of Products and Services

Abstract

In this paper we suggest that a user will most often choose the solution that will fulfill her (information) needs with the least effort. We call this "lazy user behavior". We suggest that the principle components responsible for solution selection are the user need and the user state. User need is the user's detailed (information) need (urgency, type, depth, etc.) and user state is the situation, in which the user is at the moment of the need (location, time, etc.); the user state limits the set of available solutions (devices) to fulfill the user need. We present the lazy user theory of solution selection, two mbusiness case examples, and discuss the implications of lazy user behavior on user selection of products and services. Implications on the design of new products and services are also discussed.