ABSTRACT
This chapter explores that the complex problem solving is the problem solving and decision making used in ill-structured situations to gain awareness of the problem, analyze a situation, and make decisions, and track the results. It explains how the following three points relate to addressing complex problems: Understanding the user goals and information needs, Understanding information in context, Understanding the situational context. Content analysis provides a method of ensuring that the information within a system allows the user to achieve the foregoing criteria. It reveals the general user goals and information needs and the potential subgoals that must be addressed as they proceed to a resolution. Business report analysis is one area of complex problem solving that can highly benefit from the design ideas. Clearly addressing the information design issues associated with helping users solve complex problems requires focusing on user goals and information needs.
