What is it about?
We extended and applied GOMS to create "activity-network" models that captured the dynamics of a human telephone operator, in conversation with a customer, while reading information from her computer screen, retrieving database information, and setting up the telephone call.
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Why is it important?
Milliseconds matter!! (Though that it the title of my 2000 paper, not this one). Time is $$. The phone company estimated that each 1s in the time that a Toll & Assistance Operator (TAO) spent online with a customer cost it about $6m (in 2018 dollars). They wanted to buy new workstations that would decrease the time per call by reducing the TAOs workload. BUT our analysis predicted that the new workstation would INCREASE time per call. A 4-month field trial proved us right!
Perspectives
Important for several reasons. 1st -- to this day, this remains one of the few papers that can assign a dollar value to the savings produced by cognitive modeling. 2nd -- this verified the utility of the CPM-GOMS additions to classic GOMS.
Professor Wayne D. Gray
Rensselaer Polytechnic Institute
Read the Original
This page is a summary of: Project Ernestine: Validating a GOMS Analysis for Predicting and Explaining Real-World Task Performance, Human-Computer Interaction, September 1993, Taylor & Francis,
DOI: 10.1207/s15327051hci0803_3.
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