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DTSTAMP:20261012T210906Z
LOCATION:Summit Pavilion
DTSTART;TZID=America/Los_Angeles:20261021T173000
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UID:HFESAM_ASPIRE 2026_sess257_POST186@linklings.com
SUMMARY:Task Complexity Index for Digital Services
DESCRIPTION:Theresa Haas and Esa Rantanen (Rochester Institute of Technolo
 gy)\n\nAs more and more services, both societal and commercial, move onlin
 e, their accessibility by diverse populations is becoming a problem. This 
 problem, also known as the digital divide, is primarily affecting older us
 ers, who may have, for a range of reasons, reduced ability to navigate int
 erfaces to access online services they need. Online tasks have often have 
 added layers of complexity, such as required visual search, clicks, and sc
 rolling, and ambiguous hyperlinks and navigational guidance, contributing 
 to poor usability and user experience. In this paper describe the developm
 ent and iterative refinement of a novel measure of complexity, The Task Co
 mplexity Index (TCI). The TCI is offered as a tool to measure the complexi
 ty of online tasks and to be used in usability testing to improve the desi
 gn of digital services.\n\n
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