ABSTRACT
This paper describes a qualitative empirical method aimed at uncovering what computer users need to know to use a computer to accomplish tasks. The method asks users to acquire information about how to use a computer by asking questions of a more experienced user (i.e., the investigator) or a “coach” (a term we prefer). The technique is both similar to and different from qualitive think-out-loud (TOL) methods for eliciting verbalizations related to thinking and problem solving. TOL verbal protocol techniques have been widely applied in cognitive psychology (see Ericsson & Simon, 1980, 1984). Although question asking may have equally wide applicability, the focus of this paper will be on its use in studying human-computer interaction issues connected with the design and evaluation of computer systems.
