what is user support system??? This file will provide detailed overview about the user support system and how it will works in human computer interaction and why we need it .....

1. Human computer interaction.

2. Presenter’s
Usman Mukhtar 125/046
Shahbaz Khan 141/030

3. Contents
• User Support System
• RequirementsOf User support System
• ApproachesTo User Support System
• AdoptiveHealth System
• Design For User Support System

4. Introduction
• Usersrequiredifferent typesof support at
different times.
• Basic requirements
– availablebut unobtrusive
– accurateand robust
– consistent and flexible
• Design of user support must takeaccount of:
– presentation issues
– implementation issues

5. Typesof support
• Quick reference
• Task specific help
• Full explanation
• Tutorial

6. Typesof support
• Quick reference
– reminder of details; assumesfamiliarity
– eg command syntax, options, etc.
Usage: telnet [-8] [-#] [L] [-a] [-d] [-e char]
[-l user] [-n tracefile] [-r] [host-name [port]]
 Task specific help
 addressesproblemswith
particular tasks
 focused on what iscurrently
being done

7. Typesof Support
• Full explanation
– for moreexperienced and inquisitiveusers
– likely to includeinformation not needed now
– Unix man command
• Tutorial
– aimed at new users

8. Typesof support
• Fo ur types are co mplementary
• Together they support rangeof pointsin
user’sexperiencewith system
• Each typemay beon-lineand off-line
(documentation)
– should beconsistent in content
– presentation medium may haveimpact on design
– general principlesfor both

9. Requirements
• Availability
• Accuracy and Completeness
• Consistency
• Robustness
• Flexibility
• Unobtrusiveness

10. Requirements
• Availability
– accessibleany timeduring application interaction
• Accuracy and completeness
– consider incremental update/feature-adding of
releases
• Consistency
– different partsof help system and documentation
consistent in content, terminology and
presentation

11. Requirements
• Robustness
– system itself should berobust
– even moreimportant with support, becauseusersare
in troublewhen using it
• Flexibility
– meetsneedsof user allowsuser to get information in
an appropriateform
– context sensitiveor adaptivehelp systems
• Unobtrusiveness
– shouldn’t block work in application

12. Approachesto User Support
• Command Assistance
• Command Prompts
• Context-Sensitivehelp
• On-linetutorials
• On-linedocumentation
• Wizards
• Assistants

13. Approachesto user support
• Command assistance
– good for referenceon command, eg man or help
– user must know what to look for
• Command prompts
– provideinformation when error occurs
– good for syntactic errors
– won’t tell you if you need adifferent command
• Context sensitivehelp
– dependson what user isdoing
– eg. completing adialog, tool tip

14. Approachesto User Support
• On-linetutorials
– introducesuser to componentsof system
– structureprogress, maybeat user’sown speed
– includesexamples, test environment to simulate
interface
– useful, but inflexible
• On-linedocumentation
– printed material in electronic form
– eg readmefiles
– continually availablebut can bedifficult to browse
– Hypertext can support browsing

15. Approachesto User Support
• Wizards
– task specific tool that leadsuser through task step-by-
step
– user answers‘questions’ along theway
– constraining - may not offer options
– should haveprogressindicator and allow back up

16. Approachesto User Support
• Assistants
– monitor user behavior and
offer suggestions
– unobtrusiveand under user
control
– ‘Clippy’ not unobtrusive,
suggestionsinappropriate
– MSXPsmart tags appear near
object of interest

18. AdaptiveHelp Systems
• Useknowledgeof theuser, task, domain and
instruction to providehelp adapted to user’s
needs.
• Problems:
– Knowledgerequirementsconsiderable
• must collect dataon by monitoring interaction
– Issueof control - how active?
– What should beadapted?
– What isscopeof adaptation?:

19. User modeling
• User modeling
– single, generic user (non-intelligent)
– user-configured model (adaptable)
– system-configured model (adaptive)
• Static help systemscan’t addressall user
differences.
• Adaptivehelp systemsmodel users,
refining themodel by monitoring auser’s
activities, and present help tailored to the
particular user.

20. Approachesto User modeling
• Quantification
– user movesbetween levelsof expertisebased on
quantitativemeasureof what heknows
Movefrom level 1 to level 2 if
system hasbeen used morethan twice
commandsx and y used effectively
help hasnot been accessed in thissession
system hasbeen used in last 5 days

21. Approachesto User modeling
• Stereotypes
– user is classified into aparticular category
• Overlay
– an idealized model of expert useisconstructed
– actual usecompared to it
– can determinehow far user isfrom optimal use
– can suggest optimal usestrategies

22. Domain and Task Modeling
• Usually involvesanalysisof command
sequences
– Assistantsand agents
• Covers
– common errorsand tasks
– command sequencesfor current task
• Problems
– interleaved tasks
– user intention

23. Designing User Support
• User support isnot an ‘add on’ - it should be
designed integrally with system.
• Should concentrateon content and context
of help rather than technological issues
• Therearepresentation issuesand
implementation issues

24. Presentation issues
• How ishelp requested?
– Command
– button
– function (on/off)
– separate application
• How ishelp displayed?
– New window
– whole screen orsplit screen
– pop-up box
– hint icons

25. Designing User Support :
Presentation issues
• Effectivepresentation requires
– clear, familiar, consistent language
– instructional rather than descriptivelanguage
– avoid of blocksof text
– summary and example

26. Designing User Support Systems:
Implementation Issues
• Ishelp
– OScommand
– metacommand
– application
• What resourcesareavailable
– screen space
– memory capacity
– speed

27. Designing User Support Systems:
Implementation Issues
• Structureof help data
– singlefile
– filehierarchy
– database
• Consider
– flexibility and extensibility
– hard copy
– browsing

28. Summary
• Usersrequiredifferent support at different times
• User support should be:
– availablebut unobtrusive
– accurateand robust
– consistent and flexible
• User support comesin anumber of styles:
– command-based, context sensitivehelp
– tutorial, onlinedoc, wizardsand assistants
– adaptivehelp
• Design of user support must takeaccount of:
– presentation and implementation issues

29. THANKYOU
For Your AttentionZ

30. ANY
QUESTI ONZ???
.