Mental Model on Telephone Operation
Hiroyuki Matsui, Hiroyuki Yokota, Yukio Tokunaga · Systems and Computers in Japan · 1988
Abstract According to the recent research results on the user interface, the user forms a certain mental model in the operation of an unknown function. However, it is not known, when the function is not satisfactory in the first trial, by what process the mental model is constructed. From such a viewpoint, the authors investigated experimentally the formation of the mental model in the advanced dialing function called directory dialing. The following observations were made as a result. The mental model is constructed only from the operation knowledge already acquired by the user. When the mental model constructed in the first trial is not acknowledged, the mental model is reconstructed by the following order: repeat of the same operation; change operation speed; and change the operation procedure. Using these observations, the formation of the mental model in the directory dialing is represented in a flowchart.