1. User performance data collection
data is collected on system use
frequency of request for on-line assistance
what did people ask for help with?
frequency of use of different parts of the system
why are parts of system unused?
number of errors and where they occurred
why does an error occur repeatedly?
time it takes to complete some operation
what tasks take longer than expected?
collect heaps of data in the hope that something interesting
often difficult to sift through data unless specific aspects are