A design space analysis of live help systems
(English)Manuscript (preprint) (Other academic)
This paper presents a design space analysis of live help systems. Several important design components are identified. Alternative design options are considered and assessed theoretically against suitable criteria. The assessments are mainly based on a survey of a large number of research papers. We illustrate how the design space analysis can be of value in the design of live help systems in four different kinds of application domains (i.e. electronic banks, digital libraries, web shops, and home health care systems). We describe a design exercise where we compared a design resulting from the design space analysis with the real design of an example system. The comparison showed that the design space analysis leads to reasonable designs, but that special characteristics of the application at hand may require adaptations of the design space analysis. A description of the implementation of the example system is provided. The theoretical design space analysis is then complemented by a summary of the lessons learned from deployment of the example system. We also point out future directions for further extending the scope of this design space analysis. The paper is intended for practitioners and researchers doing work on online help for Web information systems.
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-86687OAI: oai:DiVA.org:liu-86687DiVA: diva2:580348