A Concept Lattice for Recognition of User Problems in Real User Monitoring

User problems encountered during the use of a software product are often hard to identify even after the software product is thoroughly-tested and then released. There are inevitably unexpected situations introduced or triggered by transient use patterns, however, these unexpected situations can be hardly eliminated due to various human factors on user interaction. This study of situation-oriented real user monitoring develops an application of concept lattice to represent use patterns from user interaction and perceive potential user problems. Data structure of user problem is modeled based on user problem ontology. Once a user problem is recognized, observation data of the use patterns are the subject for further analysis. In this paper, use patterns in a file upload service are used to demonstrate how the concept lattice is used and discuss about validity of the causal factors found in the concept lattice.