The Community for Technology Leaders
RSS Icon
Issue No.02 - March/April (2011 vol.26)
pp: 77-83
Shane T. Mueller , Applied Research Associates
Gary Klein , Applied Research Associates
<p>Usability problems can persist even for software designed with human-centered design principles, especially when the software replaces or augments intelligent human capabilities. In these cases, users might have incorrect expectations about what the automated system is doing, and training and guides are necessary to help them understand the software's workings. Usability problems can often be overcome by trial-and-error experience or when communities pass down information to newer users, but the authors believe that the genuine cognitive challenges to forming functional and accurate mental models can be formalized, documented, and "trained in." This article describes the Experiential User Guide (EUG), a concept designed to address these challenges.</p>
intelligent systems, intelligent software, use cases, mental models, usability, human-computer interaction
Shane T. Mueller, Gary Klein, "Improving Users' Mental Models of Intelligent Software Tools", IEEE Intelligent Systems, vol.26, no. 2, pp. 77-83, March/April 2011, doi:10.1109/MIS.2011.32
1. P. Koopman and R.R. Hoffman, "Work-Arounds, Make-Work, and Kludges," IEEE Intelligent Systems, vol. 18, no. 6, 2003, pp. 70–75.
2. S.T. Mueller, G. Klein, and C. Burns, "Experiencing the Tool without Experiencing the Pain: Concepts for an Experiential User Guide," Proc. 9th Int'l Conf. Naturalistic Decision Making, British Computer Soc., 2009, pp. 105–112; .
3. D. Singer, Stage Writer's Handbook: A Complete Business Guide for Playwrights, Composers, Lyricists and Librettists, Theatre Comm. Group, 1997.
4. S. Stevens and A. Klarner, Deadly Doses: A Writer's Guide to Poisons, Writer's Digest Books, 1990.
5. B. Crandall, G. Klein, and R.R. Hoffman, Working Minds: A Practitioner's Guide to Cognitive Task Analysis, MIT Press, 2006.
6. J. Lemmer and B. McCrabb, "A Genuinely Bayesian Tool for Managing Uncertainty in Plans," 2005; http:/
11 ms
(Ver 2.0)

Marketing Automation Platform Marketing Automation Tool