Towards explaining the behaviour of novice users

Novice users confronted with a new piece of consumer equipment often start using it right away. Some user interfaces allow users to do this successfully. This paper tries to find out how by analysing four simple user interfaces in the framework of the Perceptual Control Theory. How the interaction with novice users is supposed to evolve is described. An explanation is provided why novices are expected to select the appropriate actions and execute them in the correct order. The analyses point out how E- and I-feedback at the different interaction levels can create perceptions that induce users to build up correct intention hierarchies. It is shown that label following, difference reduction and analogical reasoning are inclined to be among the psychological mechanisms people use to link intentions to sub-intentions. Among the mechanisms for ordering sub-intentions are selective feedback presentation, difference reduction and forward and backward chaining. © 1999 Academic Press