The new face of procedural content: a real world approach

Authors:
Connie Douglass-Olberg;David Farkas;Michaël Steehouder;Joyce Karreman;David Kieras;Axel Roesler;Ninad Dalal;Ryan Baker;David Brunet
Affiliations:
Microsoft Corporation, Redmond, WA, USA;University of Washington, Seattle, WA, USA;University of Twente, Enschede, Netherlands;University of Twente, Enschede, Netherlands;University of Michigan, Ann Arbor, MI, USA;University of Washington, Seattle, WA, USA;Microsoft Corporation, Redmond, WA, USA;Microsoft Corporation, Redmond, WA, USA;Microsoft Corporation, Redmond, WA, USA
Venue:
CHI '08 Extended Abstracts on Human Factors in Computing Systems
Year:
2008

Citing 1
Cited 1

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Abstract

This paper describes a large-scale project to improve the effectiveness of knowledge base (KB) articles on a support website in solving problems experienced by novice to intermediate computer users. The project encompasses the structure of the content, the quality of the writing and graphics, and the user interface presentation. In addition, we are developing guidelines intended for the designers and writers of new KB articles. We leveraged product knowledge, research findings, and extensive experience in user support to develop and empirically test three prototypes. Preliminary test results show improved solve rates ranging from 17% to 26%, with still better results from pilot content currently released to the public.