Computer Engineering Commons^™

Toward A More Accurate View Of When And How People Seek Help With Computer Applications, David G. Novick, Edith Elizalde, Nathaniel Bean

Departmental Papers (CS)

Based on 40 interviews and 11 on-site workplace observations of people using computer applications at work, we confirm that use of printed and on-line help is very low and find that providing greater detail of categories solution methods can present a more realistic picture of users’ behaviors. Observed study participants encountered a usability problem on average about once every 75 minutes and typically spent about a minute looking for a solution. Participants consumed much more time when they were unaware of a direct way of doing something and instead used less effective methods. Comparison of results from different data-collection methods …