What Makes It Findable? An Exploration on User Search Behavior and the Findability of Technical Documentation

This paper was presented at the Invited Panel session “Technical Communication in China”. Findability is one of the most important qualitative factors of websites. With the rapid growth in navigation complexity and in number of technical documentations in help centers, whether users can easily locate the target document could directly determine the information retrieval task outcome. Providing users with a fine guide to target documents and then helping them find solutions to their problems is the most important function of a help center. Investigation on user search behavior data and perceived findability of documentation has to be done in order to further apply website log data to predicting user subjective assessment. In this paper we analyze the correlation between subjective document findability, subjective task complexity, and user search behavior. We found several search behavior metrics which significantly correlate with the two subjective measures above.