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Towards a usability coaching method for institutionalizing usability in organisations
Uppsala Universitet.
KTH, School of Computer Science and Communication (CSC), Human - Computer Interaction, MDI.ORCID iD: 0000-0002-7662-9687
KTH, School of Computer Science and Communication (CSC), Human - Computer Interaction, MDI.ORCID iD: 0000-0002-2411-6417
2010 (English)In: Human-computer interaction: Second IFIP TC 13 Symposium, HCIS 2010, held as part of WCC 2010, Brisbane, Australia, September 20-23, 2010 : proceedings / [ed] Peter Forbrig, Fabio Paternó, Annelise Mark Pejtersen, New York: Springer, 2010, 86-97 p.Conference paper (Refereed)
Abstract [en]

The ideas related to user centred systems design are difficult to implement in organisations and usability is given low priority in in-house systemsdevelopment. This problem is multifaceted and complex and needs to be addressed with a method capable of adapting to situations, people and context. Inthis paper we outline a new method – usability coaching – that has the capability for dealing with the situated problems of introducing user centred systemsdevelopment in an organisations. The method is the results of a larger action research case study in which 9 individuals in an organization received usabilitycoaching. Our study indicates that the coaching program made coachees workmore actively with usability activities; hence the coaching program had a substantial effect on their actions and contributed to the organizational change.

Place, publisher, year, edition, pages
New York: Springer, 2010. 86-97 p.
, IFIP Advances in Information and Communication Technology, ISSN 1868-4238 ; 332
Keyword [en]
Coaching, user centred-systems design, organizational change, usability, action research, qualitative research, learning theories, conceptual change, threshold concept
National Category
Engineering and Technology Computer and Information Science
URN: urn:nbn:se:kth:diva-59911DOI: 10.1007/978-3-642-15231-3_10ScopusID: 2-s2.0-84943637067ISBN: 978-3-642-15230-6OAI: diva2:476811
Second IFIP TC 13 Symposium, HCIS 2010, held as part of WCC 2010, Brisbane, Australia, September 20-23, 2010
QC 20120113Available from: 2012-01-12 Created: 2012-01-12 Last updated: 2013-01-18Bibliographically approved
In thesis
1. Situated Reflexive Change: User-Centred Design in(to) Practice
Open this publication in new window or tab >>Situated Reflexive Change: User-Centred Design in(to) Practice
2013 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Technology used in the Swedish workplace is perceived to be controlling, gener- ally still difficult to use, and with a low degree of usability. Even though the field of Human-Computer Interaction (HCI) has been concerned with researching different ways of developing usable systems for at least half a century, there seem to be problems with the diffusion of the results into practice. One of the possible approaches to developing usable systems is user-centred design, and in this thesis I am concerned with the issue of introducing user-centred design and usability work in public authorities and institutions. I will present work done in two different research projects with a focus on change, where the aim has been to introduce or enhance usability work. Through a lens of social construction- ism and reflexivity I will explore the outcome of the projects and the implica- tions for the introduction of user-centred design in practice. Furthermore, I will explore whether the focus on the introduction of usability work might hinder the formation of a sustainable change in the organizations interested in devel- oping usable systems. The research question then becomes; can we introduce usability work in organizations?

The answer to this question is no. Instead, we need to change our perspective from introduction to situated reflexive change: focusing on sensemaking and a situated process of ongoing change, where the stakeholders in the organization themselves must play an active and responsible part. This entails a shift from dualism to duality and a reconsideration of what our usability methods can con- tribute with. Furthermore, I will explore possible approaches to working with situated reflexive change with tools that are familiar in the field of HCI, but with an expanded scope. In particular I will discuss field studies conducted by system developers as a tool for making sense of usability issues, personas as a tool for inducing reflexivity in and on practice, and usability coaching as a sensemaking tool for both organizational stakeholders and researchers in order to understand and reflect upon change.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2013. xviii, 72 p.
Trita-CSC-A, ISSN 1653-5723 ; 2012:18
user-centred design, user-centred systems design, organizational change, sensemaking, reflexivity, practice
National Category
Human Computer Interaction
urn:nbn:se:kth:diva-116403 (URN)978-91-7501-610-8 (ISBN)
Public defence
2013-02-08, F3, Lindstedtsvägen 26, KTH, Stockholm, 14:00 (English)

QC 20130118

Available from: 2013-01-18 Created: 2013-01-18 Last updated: 2013-01-18Bibliographically approved

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Cajander, ÅsaEriksson, ElinaGulliksen, Jan
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