It is generally acknowledged that the production of quality user interfaces requires a thorough understanding of the user and that this involves evaluating the interface by observing the user working with the system, or by performing human factors experiments. Such methods traditionally involve the use of videotape, protocol analysis, critical incident analysis, etc. These methods require time consuming analyses and may be invasive. In addition, the data obtained through such methods represent a relatively small portion of the use of a system. An alternative approach is to record all user input and system output (i.e., log the user session), Such transcripts can be collected automatically and noninvasively over a long period of time. Unfortunately this produces voluminous amounts of data. There is therefore a need for tools and techniques that allow an evaluator to identify potential performance and usability problems from such data. It is hypothesized that repetition of user actions is an important indicator of potential user interface problems. This research reports on the use of the repetition indicator as a means of studying user session transcripts in the evaluation of user interfaces. The paper discusses the interactive tool constructed, the results of an extensive application of the technique in the evaluation of a large image-processing system, and extensions and refinements to the technique. Evidence suggests that the hypothesis is justified and that such a technique is convincingly useful.
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