Analogical Problem Solving in Casual and Experienced Users: When Interface Consistency Leads to Inappropriate Transfer

ABSTRACT The problem-solving abilities of casual users were compared to experienced users in a computer setting. It was hypothesized that casual users would benefit from reduced consistency with other applications. Experience was gauged with a questionnaire and empirical measures. Four interfaces were developed with varying degrees of similarity to Web browsers. Using a Web browser as a source problem, participants were tested with two of the experimental interfaces. The data indicated that the accuracy of casual users was equivalent across consistent and inconsistent interfaces but that the consistent interfaces had significantly higher latencies. The primary conclusions of the study are that performance for casual users is improved by superficially inconsistent interfaces and that their performance is equivalent to experienced users when a true analogue is present. Commonalities with familiar elements may be a hindrance.

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