Toward a more accurate view of when and how people seek help with computer applications

David G. Novick, The University of Texas at El Paso
Edith Elizalde, The University of Texas at El Paso
Nathaniel Bean, The University of Texas at El Paso

Abstract

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 suggests that interviews, and probably surveys, provide less reliable views of users’ problem-solving behaviors than do participatory evaluation and direct observation.