End-user tools for debugging e-commerce

Authors:
Henry Lieberman;Earl Wagner
Affiliations:
MIT Media Laboratory, Cambridge MA;MIT Media Laboratory, Cambridge MA
Venue:
Proceedings of the 4th ACM conference on Electronic commerce
Year:
2003

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Abstract

One of the biggest unaddressed challenges for the digital economy is what to do when electronic transactions go wrong. Consumers are frustrated by interminable phone menus and long delays to problem resolution. Businesses are frustrated by the high cost of providing quality customer service.We believe that many simple problems, such as mistyped numbers or lost orders, could be easily diagnosed if users were supplied with end-user tools for e-commerce problem solving. Working analogously to tools for software debugging, these tools show the history of actions and data and allow the user to explore hypotheses about what went wrong.