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The Diagnosis-Resolution Structure in Troubleshooting Procedures . David K . Farkas Dept. of Human Centered Design & Engineering University of Washington Seattle, Washington, USA http://faculty.washington.edu/farkas/ farkas@u.wasington.edu. Big idea.
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The Diagnosis-Resolution Structure in Troubleshooting Procedures David K . Farkas Dept. of Human Centered Design & Engineering University of Washington Seattle, Washington, USA http://faculty.washington.edu/farkas/ farkas@u.wasington.edu
Big idea • Troubleshooting procedures always exhibit a diagnosis-resolution structure • Understanding this structure leads to important insights for design
Presentation vs. proceedings paper • Proceedings paper has more depth • Presentation has more illustrations and explicit guidelines • The presentation slides are available here: http://faculty.washington.edu/farkas/IPCC.pptx
Acknowledgments • Connie Olberg (formerly) at Microsoft and her user support team
Troubleshooting content is problem focused Is this your problem?Here is how to fix it. Problem = Symptom
Similar to medical diagnosis and treatment • Similar to a doctor asking a patient to describe symptoms and then indicating treatment • Even more similar to a first-aid manual
In most cases this problem is a bug, incompatibility, or component failure EZGrab 3.0 freezes or closes unexpectedly My computer no longer plays audio or produces any sound from the speakers or headset
TPs are written for . . . • Support Centers/KBs (Knowledge Bases) • Help systems and manuals • Forum posts • Etc.
Usually, TPs are more challenging to design and write than standard procedures
Complex TP from an Adobe Acrobat support center article on printing problems (excerpt)
Forums are an alternative to TPs 2/20/09 6:17 pm Tony: I used to be able to open two different ppt files in different windows. But somehow when I open the file it shows up in only one window. 2/20/09 11:46 pm Mike MVP: Open both your presentations, then select the View Tab, Arrange All. Always a good idea to mention which version of PowerPoint your using. 2/21/09 8:46 pm Tony: Maybe you misunderstand what I meant. I mean that when you open two ppt files, the screen will show . . .
M TPs always exhibit a diagnosis-resolution structure: Simplest case Diagnosis phase Title Describes symptom Resolution phase Explains method
More complex problems will exhibit multiple symptoms Title I cannot connect to the service • Possible causes with their own specific symptoms: • Browser settings • Router problems • Firewall settings • Wi-Fi Internet connection problems • Parental control software • Service is down • Older version of client software
S S S S Multiple symptoms in a flat list I cannot connect to the service Title Broad symptom Diagnosisphase Specific symptoms
S S S S S S Tree of symptoms Broad symptom Title More specific symptoms Diagnosisphase Still more specific symptoms
Tree of symptoms = “I am having trouble with my modem” Statements of symptoms S S S S
Isolating the cause More specific statements of symptoms S S S
M Identifying a successful method—we hope
Key distinction: Method vs. solution path • Method: A single procedure intended to solve a problem • Solution path: A broader approach to solving a problem, usually consisting of several related methods P M M M =
M M M A solution path consisting of multiple methods(fixed sequence) J J Resolution phase J Contact your system administrator
M M M A solution path consisting of multiple methods(variable sequence) J J Resolution phase J
M M M M M M M M M A solution path consisting of multiple methods(fixed sequence) Resolution phase J J J J J J J J J
M M M M M M M M M A solution path consisting of multiple methods(variable sequence) Resolution phase J J J J J J J J J
P You can empower users to choose solution path based on their own priorities Path splits with user decision P P
Guidelines: 1. General guidelines2. Guidelines from diagnosis-resolution structure
General guidelines (tech comm, instructional design, etc.) • To minimize expenditure of time and effort, strive for clarity, brevity, etc • To minimize user’s risk of failure, provide sufficient information, accurate information, etc • To motivate users to attempt and stick with TPs, strive for an unintimidating appearance and offer encouragement
Example: Motivating users at the outset of a TP This method has a high probability of success. It is lengthy but easy to follow.
Guidelines: 1. General guidelines2. Five guidelines from diagnosis-resolution structure
Users must be to identify the TP that applies to their problem • Phrase titles and symptom descriptions carefully (at audience’s level) • Error messages are excellent symptoms, especially when they are specific to a particular problem • Sometimes you need two articles, each articulating a different symptom
Be wary of titles that express causation The application will not initialize
Two titles, each describing very different symptoms of the same problem My connection speed is sometimes very slow The status light sometimes flashes red
Strive for a specific understanding of the problem • The more you know about the problem, the simpler the resolution phase
Favor variables sequences. Favor user empowerment. • When possible, bypass methods and solution paths that won’t work • When possible, allow the user to choose a solution path that meets their particular needs
Decide how deeply to explain the cause of the problem • Most users don’t care about the cause • When user actions brought on the problem, it is necessary to explain how to prevent a recurrence
Be wary of very difficult methods. Be wary of too many methods • Lengthy procedures and articles are demotivators • Difficult methods are demotivators • Recognize the law of diminishing returns • When appropriate, hand off to live support, etc
TPs will remain important • User’s often need assistance • Vendor is often the best or only source of reliable information • Finding a balance: • Crafted content • Remote intervention • Users helping users
