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dc.contributor.authorCapra, Miranda Galadrielen_US
dc.description.abstractLaboratory usability tests can be a rich source of usability information for software design, but are expensive to run and involve time-consuming data analysis. Expert review of software is cheaper, but highly dependent on the experience of the expert. Techniques are needed that maintain user involvement while reducing both the cost of user involvement and the time required to analyze data. The User Action Framework (UAF) is a classification scheme for usability problems that facilitates data analysis and reusability of information learned from one project to another, but is also reliant on expert interpretation of usability data, and classification can be difficult when user-supplied problem descriptions are incomplete.

This study explored end-user classification of self-reported critical incidents (usability issues) using the UAF, a technique that was hoped to reduce expert interpretation of usability problems. It also explored end-user critical incident reporting from a usability session recording, rather than reporting incidents as soon as they occur, a technique that could be used in future studies to compare effectiveness of usability methods. Results indicate that users are not good at diagnosing their own critical incidents due to the level of detail required for proper classification, although observations suggest that users were able to provide usability information that would not have been captured by an expert observer. The recording technique was successful, and is recommended for future studies to further explore differences in the kind of information that can be gathered from end-users and from experts during usability studies.

dc.publisherVirginia Techen_US
dc.rightsI hereby certify that, if appropriate, I have obtained and attached hereto a written permission statement from the owner(s) of each third party copyrighted matter to be included in my thesis, dissertation, or project report, allowing distribution as specified below. I certify that the version I submitted is the same as that approved by my advisory committee. I hereby grant to Virginia Tech or its agents the non-exclusive license to archive and make accessible, under the conditions specified below, my thesis, dissertation, or project report in whole or in part in all forms of media, now or hereafter known. I retain all other ownership rights to the copyright of the thesis, dissertation or project report. I also retain the right to use in future works (such as articles or books) all or part of this thesis, dissertation, or project report.en_US
dc.subjectuser and expert differencesen_US
dc.subjectUser Action Frameworken_US
dc.subjectcritical incidenten_US
dc.subjectusability problem classificationen_US
dc.titleAn Exploration of End-User Critical Incident Classificationen_US
dc.contributor.departmentIndustrial and Systems Engineeringen_US
dc.description.degreeMaster of Scienceen_US of Scienceen_US Polytechnic Institute and State Universityen_US and Systems Engineeringen_US
dc.contributor.committeememberSmith-Jackson, Tonya L.en_US
dc.contributor.committeecochairHartson, H. Rexen_US
dc.contributor.committeecochairWilliges, Robert C.en_US

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