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Designing Work Support Systems – For and With Skilled Users
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Human-Computer Interaction. Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Human-Computer Interaction.
2004 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Computer users often suffer from poorly designed support systems that hinder them from performing their work efficiently and with satisfaction. The evidence is found in observations of users at work, interviews, evaluations of systems, and numerous reports of systems with poor usability that fail from start.

Those who use the systems are proficient in their work, and those who develop systems are proficient in software engineering. These two groups have often little knowledge and understanding of each other’s worlds and their vocabularies are quite different. In systems development projects, users are often confronted with representations of their work that they hardly recognize. Systems designers compose these representations in an attempt to reduce the complexity of the work practices in a way that is appropriate for systems development. It is very difficult for users to appreciate the consequences fully on their future work situation from such representations, since they are removed from the social setting and often describe work in a fragmentized way. The unfamiliar view of their work may make the users less inclined to participate in the forthcoming design process.

This thesis presents research performed to increase the usability of systems in working life and to explore conditions that facilitate the design of systems that really support the users work. The research comprises field studies in different work contexts, e.g. health care, dentistry, public service, and transportation. Information on the essentials of work has been gathered and analyzed to learn how such findings can be translated into systems design. Another goal has been to explore how to make the most of users’ experiences and skills to assure systems that better fit their work. Along with a growing awareness of the importance of user involvement in design, a participatory design process including the analysis and design of work has evolved.

Place, publisher, year, edition, pages
Uppsala: Acta Universitatis Upsaliensis , 2004. , p. 76
Series
Comprehensive Summaries of Uppsala Dissertations from the Faculty of Science and Technology, ISSN 1104-232X ; 983
Keywords [en]
human-computer interaction, user involvement, work analysis, work design, user-centred design
National Category
Information Systems
Identifiers
URN: urn:nbn:se:uu:diva-4275ISBN: 91-554-5977-3 (print)OAI: oai:DiVA.org:uu-4275DiVA, id: diva2:164669
Public defence
2004-06-04, Room 1111, Hus 1, Polacksbacken, Uppsala, 10:15
Opponent
Supervisors
Available from: 2004-05-12 Created: 2004-05-12 Last updated: 2018-01-13Bibliographically approved
List of papers
1. A user centered process analysis
Open this publication in new window or tab >>A user centered process analysis
2004 In: Proceedings of Participatory Design Conference (ACM), 2004Chapter in book (Other academic) Submitted
Identifiers
urn:nbn:se:uu:diva-91809 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
2. What active users and designers contribute in the design process
Open this publication in new window or tab >>What active users and designers contribute in the design process
2004 In: Interacting with Computers, ISSN 0953-5438, Vol. 16, no 2, p. 377-401Article in journal (Refereed) Published
Identifiers
urn:nbn:se:uu:diva-91810 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
3. Participatory design with train drivers - a process analysis
Open this publication in new window or tab >>Participatory design with train drivers - a process analysis
2005 (English)In: Interacting with computers, ISSN 0953-5438, E-ISSN 1873-7951, Vol. 17, no 2, p. 147-166Article in journal (Refereed) Published
Abstract [en]

A participatory design process involving train drivers is analyzed and described in this paper. A group of six drivers were involved in the design process, and within a short period, four design iterations were completed. The present case study was the final part of a larger research project (TRAIN) investigating the train driving task including the drivers' information environment, number and nature of hours worked, work situation and work environment, and their effect on the drivers' behaviour and the train driver system safety. Although usability activities are widely used in IT development today, the users are not involved to the desired extent. This paper argues that to produce usable systems, quality time has to be spent initially to acquire knowledge of a work domain and establishing a common ground in terms of shared knowledge and a better understanding of the work context between the parties involved in system development. Our suggestions on participatory analysis and design that conclude the paper are based on the present case study including train drivers, as well as our experience from previous case studies.

National Category
Human Computer Interaction
Identifiers
urn:nbn:se:uu:diva-91811 (URN)10.1016/j.intcom.2004.11.001 (DOI)
Available from: 2004-05-12 Created: 2004-05-12 Last updated: 2018-05-18Bibliographically approved
4. Acting or reacting?: A cognitive work analysis approach to the train driver task
Open this publication in new window or tab >>Acting or reacting?: A cognitive work analysis approach to the train driver task
2004 In: Rail Human Factors, 2004Chapter in book (Other academic) Published
Identifiers
urn:nbn:se:uu:diva-91812 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
5. Work on the bridge: studies of officers on high-speed ferries
Open this publication in new window or tab >>Work on the bridge: studies of officers on high-speed ferries
In: Behaviour & Information Technology, ISSN 0144-929XArticle in journal (Refereed) Submitted
Identifiers
urn:nbn:se:uu:diva-91813 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
6. Safer Navigation at Sea using Augmented Reality
Open this publication in new window or tab >>Safer Navigation at Sea using Augmented Reality
2002 In: People and Computers XVI - Memorable Yet Invisible: Proceedings of HCI, vol 2, 2002, p. 154-157Chapter in book (Other academic) Published
Identifiers
urn:nbn:se:uu:diva-91814 (URN)1-85233-659-5 (ISBN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
7. On design and operation of a high-speed ferry bridge
Open this publication in new window or tab >>On design and operation of a high-speed ferry bridge
In: Information, Technology & People, ISSN 0144-929XArticle in journal (Refereed) Submitted
Identifiers
urn:nbn:se:uu:diva-91815 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
8. Workspaces enhance efficiency: Theories, concepts and a case study
Open this publication in new window or tab >>Workspaces enhance efficiency: Theories, concepts and a case study
2001 In: Information, Technology & People, ISSN 0959-3845, Vol. 14, no 3, p. 261-272Article in journal (Refereed) Published
Identifiers
urn:nbn:se:uu:diva-91816 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
9. A Corporate Style Guide that Includes Domain Knowledge
Open this publication in new window or tab >>A Corporate Style Guide that Includes Domain Knowledge
1999 In: International Journal of Human-Computer Interaction, ISSN 1044-7318, Vol. 11, no 4, p. 317-338Article in journal (Refereed) Published
Identifiers
urn:nbn:se:uu:diva-91817 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved
10. Usability and efficiency.: The Helios approach to development of user interfaces.
Open this publication in new window or tab >>Usability and efficiency.: The Helios approach to development of user interfaces.
1994 In: Computer methods and programs in biomedicine, ISSN 0169-2607, Vol. 45, no Supplement: The Helios Software Engineering Environment, p. 47-64Article in journal (Refereed) Published
Identifiers
urn:nbn:se:uu:diva-91818 (URN)
Available from: 2004-05-12 Created: 2004-05-12Bibliographically approved

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Citation style
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