Poor usability and hence a stressful work situation is still a severe problem in computer-supported work, despite efforts to increase the focus on these issues. Consequently, Sweden has a high level of sick rates, particularly in the civil service sector, and some problems relating to inadequate IT systems with poor usability. In this chapter, we aim at understanding attitudes about and practices for integrating usability and users’ health issues in systems development. Quality in value—i.e. users’ well-being, productivity, and user satisfaction—is shaped by attitudes and perspectives underpinning discourse in systems development. These attitudes and perspectives are embedded in the methods, models, and representations used in systems development, as well as in discourse and action. In our qualitative study, data was collected through semistructured interviews with 127 informants, and in a case study of an ongoing project in one organization. During analysis of data, we identified problems with attitudes and perspectives about users and their work, such as the strong focus on automation, efficiency, and surveillance of work, which shaped the development of new technology and ultimately shapes the work situation of the user. Furthermore, we identified that the work of civil servants was frequently discussed in terms of simple steps and procedures that can be predefined and automated in accordance with clearly defined rules and regulations. Finally, we suggest user-centered design and field studies to address the problems and to improve the understanding of the users’ needs and work practices in development projects.
This short paper questions the focus on automation of egovernment processes, and efficiency in e-government, which is prevalent in both research and in practice in Swedish governments. We argue that this focus on automation and efficiency might cause unhealthy work for civil servants, and services that do not meet the demands or needs of the citizens. Hence, the role of the civil servant must be reconsidered, from a mere “overseer” of an automated process, to a highly skilled worker that provides complex services and works efficiently with information. Moreover, research on e-government should elaborate more on the changes that needs to be done in the services provided, as well as which services that are suitable for the Internet and other media.
Off-the-shelf office software has lately been receivingincreasing attention in Sweden. This experience reportillustrate different perspectives on a usability evaluation ofthe procurement process and the off-the-shelf softwaresystem. This study was part of a long-term action researchproject in a large government organization. Data wascollected through documents, interviews, and participatoryobservations. This paper describes how the usabilityevaluation was carried out, how the context of the usabilityevaluation changed during these weeks and finally discussand interpret why the stakeholders experienced theevaluation as useful. The usability evaluation was found tobe very useful by stakeholders from the organization,whereas the usability expert as well as our research grouphad difficulties in seeing the usefulness. Findings indicatean agenda that was revealed late in the project as one of themain reason for the importance of the evaluation. Also atrue belief in the perfection of the off-the-shelf officesoftware and a somewhat different view of what usability ismight explain the downstream utility.
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.
How do you do usability work when no usability expertise is available? What happens in an organization when system developers, with no previous HCI knowledge, after a 3-day course, start applying usability methods, and particularly field studies? In order to answer these questions qualitative data were gathered through participatory observations, a feed back survey, field study documentation and interviews from 47 system developers from a public authority. Our results suggest that field studies enhance the developer's understanding of the user perspective, and provide a more holistic overview of the use situation, but that some developers were unable to interpret their observations and see solutions to the users' problems. The field study method was very much appreciated and has now become standard operating procedure within the organization. However, although field studies may be useful, it does not replace the need for usability pro fes sion als, as their knowledge is essential for more complex observations, analysis and for keeping the focus on usability.
One of the most common ways of introducing usability into development work in a public authority is by employing a usability professional. But how successful is this strategy when it comes to increasing focus on usability in the organization and how successful have these usability professionals been in introducing usability activities into the development work in their organizations?
This paper is based on five case studies on the introduction of usability professionals in public authorities in Sweden. These different ways of introducing usability are discussed and analyzed. Based on this data we draw conclusions about what to consider in order to achieve a successful introduction of usability. Interviews with nine usability professionals were conducted all of which were recorded, analyzed and condensed into the case studies presented. One lesson learned from the case studies is the importance of a formal title as it shapes interpretations of what usability is about. Another issue discussed is the usefulness of a formal job description, and personal characteristics of the person working with usability. Based on the case studies we draw the conclusion that a senior usability professional is to be preferred since introduction of usability often implies organizational change as well as conflicts and discussions at a management level. Another conclusion that can be drawn from the studies is that usability work is more successful in the short perspective if it contributes directly to the design and program code instead of focusing on strategic levels such as policy, evaluation of existing systems and method development.
Work environment and occupational health problems of different nature are constantly increasing in computer supported work. Most efforts to improve the work environment are focused primarily on physical aspects, and to some extent on psychosocial aspects. Mental workload and cognitive problems are of a more complex nature, more difficult to measure and provide efficient solutions to, and are more seldom studied or solved. Solutions to work environment problems are usually applied to already existing work situations through improved equipment and work place design, health programmes, education, reorganizations, etc. The problems are seldom prevented by means of applying relevant methods early in the systems development process, before the artefacts have been designed and implemented. This paper, and the following papers of this special issue, will focus on the need to integrate different interdisciplinary methods at different phases in the development process of computerized support systems, with the ultimate goal to prevent work environment problems and decrease the health risks to the users.
The skills required to realise the potential of technological transformation to preserve humanity and our fragile world ecosystem in the next decade will centre on the development of digital solutions. This paper discusses the issue of characterising these competencies, since a definition is needed in order to ensure an adequate supply of cutting-edge scholars and a highly educated and agile technological workforce. The paper takes a mixed methods approach combining insights distilled from a rapid literature review, with interviews with leading practitioners and industry leaders. The validity and reliability of the results have been ensured through expert workshops and focus groups. The outcome is a robust definition of what digital excellence entails as well as a road map guiding educational policy and the future supply of digital excellence in national workforces.