PD and joint application design: a transatlantic comparison
Communications of the ACM - Special issue Participatory Design
FILOCHAT: handwritten notes provide access to recorded conversations
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Fab: content-based, collaborative recommendation
Communications of the ACM
From system design to democracy
Communications of the ACM - Special issue Participatory Design
Dynomite: a dynamically organized ink and audio notebook
Proceedings of the ACM SIGCHI Conference on Human factors in computing systems
Flatland: new dimensions in office whiteboards
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Enriching everyday activities through the automated capture and access of live experiences. eclass: building, observing and understanding the impact of capture and access in an educational domain
Lessons learned from eClass: Assessing automated capture and access in the classroom
ACM Transactions on Computer-Human Interaction (TOCHI)
A general approach to ethnographic analysis for systems design
Proceedings of the 23rd annual international conference on Design of communication: documenting & designing for pervasive information
User-centred design and evaluation of ubiquitous services
Proceedings of the 23rd annual international conference on Design of communication: documenting & designing for pervasive information
Proceedings of the Second ACM-IEEE international symposium on Empirical software engineering and measurement
Proceedings of the 18th international conference on World wide web
A fuzzy integrated methodology for evaluating conceptual bridge design
Expert Systems with Applications: An International Journal
Integration, optimization and usability of enterprise applications
Journal of Network and Computer Applications
| Hi-index | 12.05 |
In this paper we discuss the redesign of a support management system deployed in a small and medium sized enterprise (SME) in the UK. The original system was not fulfilling its needs as it had not captured work practices in a way that was recognizable to the users. The advantages of the redesign included: improved usefulness; improved efficiency and productivity; reduced learning time; improved usability; and increased acceptance among users. The system is used to support complex and distributed cooperative activities taking place in an SME. We evaluated the current system and analysed work practices using a user-centred design and evaluation philosophy. In this paper we discuss how user needs are incorporated into the enhanced design of the support management system. The user-centred design techniques used in this research include interviews, questionnaires, observations and user tests. We present comparative evaluation results that show significant improvement in performance of user tasks using the redesigned support management system. The contribution of this paper is the presentation of a case study to show how a user-centred design and evaluation philosophy can lead to better requirements capture resulting in systems that more accurately capture the users' conceptual models.