A Multi-Site Field Study of Crowdsourced Contextual Help: Usage and Perspectives of End-Users and Software Teams

Parmit Chilana, Andrew Ko, Jacob Wobbrock, Tovi Grossman

ACM SIGCHI Conference on Human Factors in Computing Systems
2013

Abstract

We present a multi-site field study to evaluate LemonAid, a crowdsourced contextual help approach that allows users to retrieve relevant questions and answers by making selections within the interface. We deployed LemonAid on 4 different web sites used by thousands of users and collected data over several weeks, gathering over 1,200 usage logs, 168 exit surveys, and 36 one-on-one interviews. Our results indicate that over 70% of users found LemonAid to be helpful, intuitive, and desirable for reuse. Software teams found LemonAid easy to integrate with their sites and found the analytics data aggregated by LemonAid a novel way of learning about users’ popular questions. Our work provides the first holistic picture of the adoption and use of a crowdsourced contextual help system and offers several insights into the social and organizational dimensions of implementing such help systems for real-world applications.

Related Publications

Loading...

Related Projects

  • Software Learning

    The Learning project aims to investigate advanced techniques for assisting users in learning complicated applications. We are interested in a range of investigations from the scientific study of the human learning process to prototyping novel interaction techniques for improving the general learning mechanisms that can be applied to all applications.

Welcome ${RESELLERNAME} Customers

Please opt-in to receive reseller support

I agree that Autodesk may share my name and email address with ${RESELLERNAME} so that ${RESELLERNAME} may provide installation support and send me marketing communications.  I understand that the Reseller will be the party responsible for how this data will be used and managed.

Email is required Entered email is invalid.

${RESELLERNAME}