Pairs of participants were set a design problem and asked to solve it in face-to-face settings. The same problem was then tackled by participants in settings using two different modes of computer-supported communication: email and an electronic whiteboard. Protocols were collected and analyzed in terms of the constraints of each tool relative to the task and to each other. The GOMS methodology was used as a way to represent the collaborative design process in a way that yields information on both the productivity and performance of participants in each of the three experimental conditions. It also yielded information on the component elements of the design process, the basic cognitive building-blocks of design, thereby suggesting fundamentally new tools that might be created for interaction in virtual environments.

A further goal of the study was to explore the nature of task differences in relation to alternative platforms for communication. It was hypothesized that design processes involving significant negotiation would be less aided by computer support than straight forward design problems. The latter involve cooperative knowledge application by both participants and are therefore facilitated by information-rich forms of computer support. The former, on the other hand, requires conflict resolution and is inhibited by non face-to-face interaction. The results of this study point to the fact that the success of collaboration in virtual space is not just dependent on the nature of the tools but also on the specific nature of the collaborative task.