Linking surface error characteristics to root problems in user-based evaluation studies
Mark Springett · 1998
This paper reports a study of novice subjects using Word 5.1. for the Macintosh. In particular, user errors were analysed. The intention was to investigate the difficulty, that evaluators have in determining root error causes from surface characteristics. Errors made by subjects were examined and classified in phenotype and genotype categories[3]. An error was classified in a genotype category if it was felt that system had failed to support that particular user mental action. The utility of the analysis that was used for analysing usability errors is then discussed.