The macro-structure of use of help

Abstract

Users of help systems often complain that they do not find them useful; while they still use help at least occasionally, they resort to other problem-solving strategies. In this paper, we analyze audiovisual recordings of people using a computer application, to identify (1) transition patterns among problem-solving approaches, and (2) the frequency of these transitions. Our analysis indicates that people switch frequently between consulting help and exploring the interface. Switching between problem-solving approaches appears to be an effective way of succeeding in tasks. Applications and their help systems can be better designed to support users who switch between help and non-help approaches to solving problems.