The evaluation of text editors: methodology and empirical results.
Communications of the ACM
Applied multivariate statistics for the social sciences
Applied multivariate statistics for the social sciences
Benchmark analysis of database architectures: a case study
Benchmark analysis of database architectures: a case study
Cumulating the science of HCI: from s-R compatibility to transcription typing
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Skilled financial planning: the cost of translating ideas into action
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
CHI '90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The precis of Project Ernestine or an overview of a validation of GOMS
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A speech compression proposal for directory assistance operators: GOMS predictions
CHI '93 INTERACT '93 and CHI '93 Conference Companion on Human Factors in Computing Systems
GOMS analysis for parallel activities
CHI '94 Conference Companion on Human Factors in Computing Systems
A theory of stimulus-response compatibility applied to human-computer interaction
CHI '85 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The keystroke-level model for user performance time with interactive systems
Communications of the ACM
The Psychology of Human-Computer Interaction
The Psychology of Human-Computer Interaction
GOMS meets the phone company: Analytic modeling applied to real-world problems
INTERACT '90 Proceedings of the IFIP TC13 Third Interational Conference on Human-Computer Interaction
Contributions to engineering models of human-computer interaction. (volumes i and ii)
Contributions to engineering models of human-computer interaction. (volumes i and ii)
Natural dialog in a time-sensitive setting: a study of telephone operators
CHI '92 Posters and Short Talks of the 1992 SIGCHI Conference on Human Factors in Computing Systems
Browser-Soar: a computational model of a highly interactive task
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Surrogate users: mediating between social and technical interaction
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Comparison of GOMS analysis methods
CHI 98 Cconference Summary on Human Factors in Computing Systems
Towards an empirical method of efficiency testing of system parts: A methodological study
Interacting with Computers
The role of errors in learning computer software
Computers & Education
Interactions of perceptual and conceptual processing: Expertise in medical image diagnosis
International Journal of Human-Computer Studies
Human-computer interaction design with multi-goal facilities layout model
Computers & Mathematics with Applications
Computational modeling approaches help guide early design efforts for usability
The Fifth Richard Tapia Celebration of Diversity in Computing Conference: Intellect, Initiatives, Insight, and Innovations
AI support for building cognitive models
AAAI'06 proceedings of the 21st national conference on Artificial intelligence - Volume 2
Estimating Productivity: Composite Operators for Keystroke Level Modeling
Proceedings of the 13th International Conference on Human-Computer Interaction. Part I: New Trends
Segmentation and analysis of console operation using self-organizing map with cluster growing method
IROS'09 Proceedings of the 2009 IEEE/RSJ international conference on Intelligent robots and systems
International Journal of Human-Computer Studies
Proceedings of the 33rd International Conference on Software Engineering
Extending predictive models of exploratory behavior to broader populations
UAHCI'11 Proceedings of the 6th international conference on Universal access in human-computer interaction: design for all and eInclusion - Volume Part I
Adapting the task-taxon-task methodology to model the impact of chemical protective gear
Computational & Mathematical Organization Theory
Usercentric Operational Decision Making in Distributed Information Retrieval
Information Systems Research
Performance management and quantitative modeling of IT service processes using mashup patterns
Proceedings of the 7th International Conference on Network and Services Management
Toward a comprehensive model of graph comprehension: making the case for spatial cognition
Diagrams'06 Proceedings of the 4th international conference on Diagrammatic Representation and Inference
Easing the generation of predictive human performance models from legacy systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Estimation algorithm of machine operational intention by bayes filtering with self-organizing map
Advances in Human-Computer Interaction
A design life-cycle for the formal design of user interfaces
FAC-FA'96 Proceedings of the 1996 BCS-FACS conference on Formal Aspects of the Human Computer Interface
Specifying ACT-R models of user interaction with a GOMS language
Cognitive Systems Research
Action graphs and user performance analysis
International Journal of Human-Computer Studies
Pattern Recognition Letters
A new behavioral measure of cognitive flexibility
EPCE'13 Proceedings of the 10th international conference on Engineering Psychology and Cognitive Ergonomics: understanding human cognition - Volume Part I
Advances in Human-Computer Interaction
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Project Ernestine served a pragmatic as well as a scientific goal: to compare the worktimes of telephone company toll and assistance operators on two different workstations and to validate a GOMS analysis for predicting and explaining real-world performance. Contrary to expectations, GOMS predicted and the data confirmed that performance with the proposed workstation was slower than with the current one. Pragmatically, this increase in performance time translates into a cost of almost $2 million a year to NYNEX. Scientifically, the GOMS models predicted performance with exceptional accuracy. The empirical data provided us with three interesting results: proof that the new workstation was slower than the old one, evidence that this difference was not constant but varied with call category, and (in a trial that spanned 4 months and collected data on 72,450 phone calls) proof that performance on the new workstation stabilized after the first month. The GOMS models predicted the first two results and explained all three. In this article, we discuss the process and results of model building as well as the design and outcome of the field trial. We assess the accuracy of GOMS predictions and use the mechanisms of the models to explain the empirical results. Last, we demonstrate how the GOMS models can be used to guide the design of a new workstation and evaluate design decisions before they are implemented.