This study compared the use of interactive decision guides to traditional process flowcharts. A within-subjects design with two conditions was carried out to determine if there is a statistically significant difference between the job aids on the outcomes of perceived cognitive load, perceived satisfaction, and performance with regard to time-on-task and diagnostic accuracy. Participants consisted of call center agents who work in customer service roles at a large telecommunications company. Participants found the interactive decision guides less cognitively demanding than the traditional process flowcharts. Second, participants' perceptions of satisfaction towards the interactive decision guides were more positive than the traditional process flowcharts. It took participants the same average amount of time in seconds to diagnose problems using the interactive decision guide as it did the traditional process flowchart. Finally, there was no significant relationship between job aid design and diagnostic accuracy.

中文翻译：

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工作辅助设计对客户故障排除性能影响的调查

本研究将交互式决策指南的使用与传统流程流程图进行了比较。进行了具有两个条件的被试内部设计，以确定工作辅助对感知认知负荷、感知满意度以及在任务时间和诊断准确性方面的表现的结果是否存在统计学上的显着差异。参与者包括在一家大型电信公司担任客户服务职务的呼叫中心代理。参与者发现交互式决策指南的认知要求低于传统流程流程图。其次，参与者对交互式决策指南的满意度比传统的流程​​流程图更积极。参与者使用交互式决策指南诊断问题所花费的平均时间与传统流程流程图相同，以秒为单位。最后，工作辅助设计与诊断准确性之间没有显着关系。