ABSTRACT
In this paper we are concerned with problem solving in human interaction with public technology, Ideas from the problem solving literature are considered in terms of task analysis for error identification (TAFEI). Human interaction with public technology is viewed as comprising variations on means-ends analysis problem solving. Following Newell and Simon’s pioneering work, we consider the relationship between states in the human-machine interaction and the planning requirements and working memory load on users. We introduce the notion of rewritable routines to describe this relationship.
