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Contextual Navigation Aids for Two World Wide Web Systems

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Contextual Navigation Aids for Two World Wide Web Systems INTERNATIONAL JOURNAL OF HUMAN–COMPUTER INTERACTION, 12(2), 193–217 Copyright © 2000, Lawrence Erlbaum Associates, Inc. Contextual Navigation Aids for Two World Wide Web Systems Joonah Park Jinwoo Kim Human Computer Interaction Lab Department of Cognitive Science Yonsei University In spite of the radical enhancement of Web technologies, many users still continue to experience severe difficulties in navigating Web systems. One way to reduce the navi- gation difficulties is to provide context information that explains the current situation of Web users. In this study, we empirically examined the effects of 2 types of context in- formation, structural and temporal context. In the experiment, we evaluated the effec- tiveness of the contextual navigation aids in 2 different types of Web systems, an elec- tronic commerce system that has a well-defined structure and a content dissemination system that has an ill-defined structure. In our experiment, participants answered a set of postquestionnaires after performing several searching and browsing tasks. The re- sults of the experiment reveal that the 2 types of contextual navigation aids signifi- cantly improved the performance of the given tasks regardless of different Web sys- tems and different task types. Moreover, context information changed the users’ navigation patterns and increased their subjective convenience of navigation. This study concludes with implications for understanding the users’ searching and brows- ing patterns and for developing effective navigation systems. 1. INTRODUCTION The rapid growth of the Internet has created new lifestyles, such as searching for valuable information and browsing through various products by using the World Wide Web (WWW) as a universal tool. However, users have been found to experi- ence severe difficulties in using the WWW for various kinds of tasks within numer- ous Web sites (Carmel, Crawford, & Chen, 1992; Kim & Hirtle, 1995). For example, users cannot identify where they are, cannot return to previously visited locations, This research was supported by the Korean Institute of Information Technology Assessment grant No. 99–10. Requests for reprints should be sent to Joonah Park or Jinwoo Kim, Human–Computer Interaction Lab, Department of Business Administration, College of Economics and Management, Yonsei Univer- sity, 120–749, Korea. E-mail: [email protected] or [email protected] 194 Park and Kim and cannot remember the key points they have learned during their navigation (Theng, Thimbleby, & Jones, 1996). These difficulties have been summarized as “lost in hyperspace” phenomenon, which is classified as either disorientation or cognitive overhead (Conklin, 1987). Disorientation is defined as “the tendency to lose one’s sense of location and di- rection in a nonlinear document” (Conklin, 1987, p. 40). There are four kinds of dis- orientation that are particularly relevant to hypertext systems: not knowing where to go next, not knowing how one arrived at a particular node, not knowing where the information is, and finally not knowing how to get there (Edward & Hardman, 1989). On the other hand, cognitive overhead is defined as “the additional effort and concentration necessary to maintain several tasks or trails at one time” (Conklin, 1987, p. 40). Users have to perform many tasks simultaneously, such as remember- ing tasks and sequences, searching target items, browsing general topics and re- lated items, surfing items of interest, comparing between items, moving from one item to others, and so on. Performing all these tasks simultaneously causes users to experience cognitive overload, which may lead them to get lost in hyperspace (Kim & Hirtle, 1995). A plausible reason for these problems is the lack of context information in Web systems. Context information is defined as the explanation of users’ current situation in the Web environment. The context information is important for effec- tive navigation because each navigation process takes place in a particular infor- mation environment and is inextricably tied to the specificity of the environment (Jul & Furnas, 1997). If users do not have appropriate context information, they could experience disorientation, because context information provides the tem- poral and structural cues of locations. At the same time, users without context in- formation tend to experience cognitive overload induced by cognitive overhead, because context information also provides valuable cues for users’ actions and task flows. Users frequently experience cognitive overload and disorientation in Web systems because the WWW is based on hypertext, the nonlinearity of which hinders users from maintaining the context information. Hypertext systems have the ability to produce complex, richly interconnected, and cross-referenced bod- ies of various information (Fillion & Boyle, 1991). However, at the same time, hy- pertext can also produce complicated and disorganized tangles of haphazardly connected Web sites, which do not provide users with appropriate context infor- mation (Utting & Yankelovich, 1989). Although several previous studies have been conducted to design effective hypertext systems (Furnas, 1997; Glenn & Chignell, 1992; Jul & Furnas, 1997), there has been little research on the relation between Web systems and context information, in spite of the importance of context in hypertext systems. In this study, we devised a simple method to provide two types of contextual naviga- tion aids by changing the link properties of Web systems. We then evaluated their effectiveness empirically on two different task types in two different Web systems. The objective of this study was to investigate empirically the impact of context information on various tasks in diverse Web sites, and thereby to provide a basis for the design of an effective navigation aid that could be applied to a wide variety of situations. Contextual Navigation Aids 195 2. CONTEXT Context refers to the information surrounding stimuli being recognized, cate- gorized, or searched for. Therefore, the context can provide feedback that tells the user where he or she is in the process, what the past choices and outcomes were, and possibly how much further it is to the terminal node (Norman, 1991). As explained in Section 1, context information is more important on the Web than in other applications, because the WWW has various open structures and various types of goal. In particular, context information is extremely important in the naviga- tion process, where the user experiences disorientation and cognitive overload be- cause each navigation process on the Web takes place in a particular information environment of temporal-spatial context (Utting & Yankelovich, 1989). First, disorientation can occur when users fail to compute the temporal-spatial contextual coordinates of the current information. Therefore, disoriented users need context information to reestablish a sense of location. Context information that provides the structure of the document, size of the document, and the way the document responds to given functions may help users reestablish their sense of lo- cation (Fillion & Boyle, 1991). Especially when information is scattered across wide areas of Web sites, context information may help users to orient their locations more effectively. Second, cognitive overhead can occur when users fail to remember their actions and task flows. Therefore, users under cognitive overhead need context informa- tion to identify the location and to understand current task flows at any time in any place within hyperspace. Context information is especially important for Web sys- tems, because delays inherent in Web navigation add to the user’s cognitive load, because the user has to keep contextual information in mind while waiting (Shubin & Meehan, 1997). In particular, two types of context information are needed: spatial context and temporal context. First, spatial context is related to the question “Where can I go from here?” (Utting & Yankelovich, 1989). Several alternative ways can be used to answer this question. In this study, the structural context is provided to give a preview extended from the current position to all other positions that can be reached within two clicks. The structural context is expected to facilitate forward navigation, that is, making predictions of what will come next (Perrig & Kintsch, 1982; Pohl, 1982). By showing the structural context information, we expected users to reestablish orientation and identify the location of the target item more easily. Second, temporal context is related to the question “How did I get here?” (Utting & Yankelovich, 1989). To answer this question, we provide the temporal context that contains all the distinctive locations that users have visited until the current time. Therefore, the temporal context can facilitate backward navigation by facilitating the search for previously encountered in- formation. By showing the temporal context, we expected users to remember less about their past trails and perceive the task flow at the current time and lo- cation more easily. 196 Park and Kim 3. TYPES OF TASKS Nowadays, Web systems play important roles in performing various types of tasks. For example, users can use the WWW to search for a specific item or to acquire gen- eral information about interesting topics (Chen, Wang, Proctor, & Salvendy, 1997). These different types of tasks have been found to make Web users employ different navigation strategies (Carmel et al., 1992), which may
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