A conceptual analysis of iTunes

Abstract

Many users of Apple iTunes have anecdotes of frustration and confusion when trying to use the application--whether it stems from losing songs, trying to sync a new device, or struggling to find a voice memo. In order to identify a potential explanation for these frustrations, I explore the conceptual design of iTunes and compare it to users' perceived mental models, focusing on differences between the two as possible sources of frustration. After identifying these differences, I propose several changes to the conceptual model that remove some of the differences between the existing and perceived models.