Abstract
Issues users have with use of the web on a mobile device can be attributed to difficulties with the mobile interface. A major challenge that we address is improving the user experience for handling of interruptions and multitasking when using the web in a mobile context. The usability issues with
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a mobile device (e.g. intensive navigation) is directly related to the negative impact on user performance, described as cognitive overhead related to attention and memory. There is a lack of addressing attention and memory in relationship to the user interface and user performance during use of a mobile device. Also lacking is interface support for users when doing more than one task. We proposed a form of mobile assistance, an Attentive Interface for Mobile Multitasking (AIMM) that aids users with managing interruptions by dynamically adapting forms of support to facilitate attention and memory for a task. This research contributes to building a conceptual, empirical and theoretical foundation for designing mobile assistance. These issues were addressed empirically by examining how people use the mobile Web and handle interruptions that result in multitasking. In conceptualizing mobile assistance, a multitasking and interruption framework was developed to identify aspects of the user, tasks, context, mobile device and user performance that are relevant to user handling of interruptions. This multitasking framework was a basis to developing assistance support when handling interruption tasks on a mobile device. Three experiments were presented, on understanding the influence of an interruption task on user web task performance. A fourth experiment is presented on the use of visual markers such as an automated point of return indicator (PRI) and a user controlled interactive suspension point (ISP) to support a user with resuming a primary task after an interruption. Based on our research we conclude the following: An interruption task generated from the same device (same origin) having similar interactions (e.g. pointing with a stylus or mouse cursor and entering information on screens) with a single screen display leads to serial switching between tasks that negatively influences user performance. We have attributed delays on interrupted primary task performance to the following: disruption in memory for recalling where to begin the task, memory decay and interference (e.g. from serial switching and similarity in interaction between tasks) which negatively impacts working memory, leading to confusion and difficulty in reconfiguring a task for resumption. Our interaction design recommendations include assistance for use of the mobile Web when multitasking with interruptions. As part of the Attentive Interface for Mobile Multitasking framework, assistance is needed for supporting the user's attention and memory (e.g. PRI and ISP) on the primary task. User handling of the interruption task can be improved by enhancing user anticipation of an interruption. Interceding of an interruption task is also recommended in the form of content summarization of a message. Furthermore, the assistance of interruption management itself needs to be understood and appropriately adapted to the user. Mobile assistance for interruption management is a means toward improving usability of the mobile Web.
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