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Design of a Problem Determination Tool for Customers

IP.com Disclosure Number: IPCOM000012974D
Original Publication Date: 2000-Apr-01
Included in the Prior Art Database: 2003-Jun-11
Document File: 1 page(s) / 27K

Publishing Venue

IBM

Abstract

A design is described for a web-based problem determination tool to aid end users in solving problems on their own, using a series of intuitive steps that reduces the end user's cognitive load.

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Design of a Problem Determination Tool for Customers

   A design is described for a web-based problem determination tool to aid end
users in solving problems on their own, using a series of intuitive steps that
reduces the end user's cognitive load.

End users who encounter a problem with a product may be frustrated because 1) end
users may not understand what their problem is and 2) end users may lack or not
want to spend the time to isolate the problem using technical documentation. This
application consolidates problems into categories with familiar tasks, questions,
or symptoms that end users can quickly understand or recognize, which reduces
their cognitive load. For example, a familiar set of tasks is identifying
problems with print quality. An end user might not know whether this is a problem
with paper, toner, or the printer. By grouping problems, such as 'toner too
light' into a category, an end user can look at the category and easily recognize
a symptom and then follow the decision tree to solve that problem. This approach
puts the emphasis on enabling end users to recognize symptoms, tasks, or even
questions instead of trying to determine what information or terms they need to
formulate a search query or what question they need to ask. The essence of this
design is that by reviewing existing end user comments and support calls, end
user questions and problems are anticipated and grouped into logical categories.
The advantage to this design is to enable the end users to re...