A Usability Test of Web-based User Assistance
http://www.winwriters.com/usability_test_analysis.htm

Ellison, Matthew
WritersUA
2002

Abstract:

Recently, WinWriters used the web-based registration process for its annual Online Help Conference as a case study to test several models of user assistance for the Web. We conducted a series of usability tests to: find out how what sort of questions and problems users have as they complete a web-based transaction; discover how users respond to various forms of user assistance available within a web-based task; define the registration process for future conferences. The tests provided some clear conclusions as to user preferences. We have described the tests and summarized the findings here.