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(발제) LemonAid: Selection-Based Crowdsourced Contextual Help for Web Applications +CHI 2012 -Parmit K. Chilana /이동진 x2012 summer

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    (발제) LemonAid: Selection-Based Crowdsourced Contextual Help for Web Applications +CHI 2012 -Parmit K. Chilana /이동진 x2012 summer (발제) LemonAid: Selection-Based Crowdsourced Contextual Help for Web Applications +CHI 2012 -Parmit K. Chilana /이동진 x2012 summer Presentation Transcript

    • LemonAid : Selection-Based Crowds ourced Contextual Help for Web Applications +CHI 2012 -Parmit K. Chilana /이동진 x 2012summer
    • LemonAid : Selection-Based Crowdsourced Contextual Help for Web Applications Session : Crowdsourcing & Peer Production I CHI 2012, May 5-10, 2012, Austin, Texas, USA Parmit K. Chilana, Andrew J. Ko, Jacob O. Wobbrock The Information School | DUB Group University of Washington Seattle, WA 98195 USA
    • ACM Classification : H.5.2 [Information interfaces and presentation]: User Interfaces. Graphical user interfaces. General terms : Design, Human Factors. Keywords : contextual help; crowdsourced help; software support Search for… Data scraping, Information interface
    • University of Washington iSchool
    • University of Washington iSchool 해외 iSchool에서는 무슨 연구를 하고 있는가?
    • For example
    • As today’s web applications become more dynamic, feature-rich, and customizable, the need for application help increases, Web-based technical support such as discussion forums and SNS have been successful at ensuring most technical support questions eventually receive helpful answers.
    • Unfortunately, finding answers is still quite difficult.
    • We present LemonAid, a new approach to technical help retrieval that allows users to ask for help by selecting a label, widget, link, image or other user interface(UI) element, rather than choosing keyword.
    • USING LEMONAID TO FIND HELP
    • USING LEMONAID TO FIND HELP
    • LEMONAID DESIGN AND ARCHITECTURE
    • LEMONAID DESIGN AND ARCHITECTURE Example) 아웃룩에 새로 계정을 등록하려는데, 어떻게 해야할지 모르겠다.
    • LEMONAID DESIGN AND ARCHITECTURE Example) 여기를 선택(selection)하면 나에게 필요한 도움(Help)을 받을 수 있겠다.
    • LEMONAID DESIGN AND ARCHITECTURE We designed a formative study . . . 20 participants with a series of 12 screen shots
    • LEMONAID DESIGN AND ARCHITECTURE There were two major findings from the study. First, participants tended to select labels in the UI that they believed were conceptually relevant to the help problem. Second, when no label appeared relevant, participants selected UI elements that were similar in terms of their visual appearances and location on the screen. The key insight that makes LemonAid work is that users tend to make similar selections in the interface for similar help needs and different selections for different help needs.
    • LEMONAID DESIGN AND ARCHITECTURE Capure of Contextual Data We designed LemonAid to capture the three contextual details listed in Table 1.
    • LEMONAID DESIGN AND ARCHITECTURE Ranked Retrieval of Matching Questions
    • LEMONAID DESIGN AND ARCHITECTURE Capure of Contextual Data
    • EVALUATION Across a corpus of help problem scenarios, how effective is LemonAid at retrieving a relevant question asked by another user using only the current user’s selection? We develeped a corpus using a simulated community of users through Amazon’s Mechanical Turk(mTurk) platform. To ensure that our corpus of help scenarios was realistic, Google Calendar’s help forum에서 인기있거나 최근에 올라온 100개의 질문을 뽑음. 그 중에서 중복되는 것 제외하고 50개의 질문을 무작위로 골라냄. 질문을 바탕으로 시나리오를 작성함.
    • EVALUATION
    • EVALUATION mTurk user들의 평균 수행시간은 3.5분 평균시간의 20% 미만은 걸러냄. Final corpus included 2,748 help selections from 533 different mTurk accounts. The relevant result was likely to be in the Top 2 results for at least half of the queries. (about 57.8% in this case)
    • EVALUATION
    • 발제를 하면서 논문을 읽다가 ‘재밌다’는 생각을 한적이 별로 없는데.. 사용자 관찰에서 나온 Insight + 분석을 위한 Data Scraping + IR이론 융합적이네요.