Abstract
Evaluating computer-mediated computer systems requires different usability engineering methods than those applied to traditional user interfaces. In this paper, the critical incident method was used in conjunction with communication performance measures, ethnographic analyses, and questionnaires to help understand the differences between face-to-face communication and desktop video conferencing applications as well as the effects of degraded video quality on communication. Four groups of students working on design projects were observed weekly for seven weeks. After each session, group members were interviewed and asked to discuss communication problems associated with the conferencing system. The combination of analyses resulted in the identification of several usability themes: conversation fluidity problems, lack of effective task support tools, the impact of work activity organization, the effects of time, group size problems, and problems associated with video quality. Combining the critical incident method with other methods yielded insights not attainable through traditional usability engineering metrics.
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