What “question-asking protocols” can say about the user interface

Abstract

To make computer systems easier to use, we are in need of behavioral data which enable us to pinpoint what specific needs and problems users may have. Recently, the “thinking-aloud protocol” method was adopted as a technique for studying user behaviours in interactive computer systems. In the present paper, the “question-asking protocol” method is proposed as a viable alternative to the thinking-aloud method where the application of the latter is difficult or even inappropriate. It is argued that question-asking protocols shed light on (1) what problems users experience in what context, (2) what instructional information they come to need, (3) what features of the system are harder to lean, and (4) how users may come to understand or misunderstand the system. © 1986, Academic Press Inc. (London) Limited. All rights reserved.