The User-Reported Critical Incident Method at a Glance

Castillo, Jose C and Rex Hartson, H and Hix, Deborah (1997) The User-Reported Critical Incident Method at a Glance. Technical Report ncstrl.vatech_cs//TR-97-13, Computer Science, Virginia Polytechnic Institute and State University.

Abstract

The over-arching goal of this work is to discuss the user-reported critical incident method, a cost-effective remote usability evaluation method for real-world applications involving real users, doing real tasks in real work environments. Several methods have been developed for conducting usability evaluation without direct observation of a user by an evaluator. However, contrary to the user-reported critical incident method, none of the existing remote evaluation methods (nor even traditional laboratory-based evaluation) meets all the following criteria: - data are centered around critical incidents that occur during task performance; - tasks are performed by real users; - users are located in normal working environment; - users self-report own critical incidents; - data are captured in day-to-day task situations; - no direct interaction is needed between user and evaluator during an evaluation session; - there is a cost-effective way to capture data; and - data are high quality and therefore relatively easy to convert into usability problems.