Book chapter
GOMS Meets the Phone Company: Analytic Modeling Applied to Real-World Problems
Readings in Human-Computer Interaction, pp 634-639
1995
Abstract
GOMS analyses were used to interpret some perplexing data from a field evaluation of two telephone operator workstations. The new workstation is ergonomically superior to the old and is preferred by all who have used it. Despite these advantages telephone operators who use the new workstation are not faster than those who use the old but are, in fact, significantly slower. This bewildering result makes sense when seen with the aid of GOMS. With GOMS we can see that very few of the eliminated keystrokes or ergonomic advantages affect tasks that determine the operator's work time. Indeed, GOMS shows that some presumed procedural improvements have the contrary effect of increasing the time an operator spends handling a phone call. We conclude that if GOMS had been done early on, then the task, not the workstation, would have been redesigned.
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Details
- Title
- GOMS Meets the Phone Company: Analytic Modeling Applied to Real-World Problems
- Creators
- Wayne D. Gray - NYNEX Science & Technology Center, 500 Westchester Avenue, White Plains, NY 10604, USABonnie E. John - Carnegie Mellon UniversityRory Stuart - NYNEX Science & Technology Center, 500 Westchester Avenue, White Plains, NY 10604, USADeborah Lawrence - Carnegie Mellon UniversityMichael E. Atwood - NYNEX Science & Technology Center, 500 Westchester Avenue, White Plains, NY 10604, USA
- Publication Details
- Readings in Human-Computer Interaction, pp 634-639
- Publisher
- Elsevier
- Edition
- Second Edition
- Resource Type
- Book chapter
- Language
- English
- Academic Unit
- College of Computing and Informatics
- Other Identifier
- 991021868013104721