Getting users involved in aligning their needs with business processes models and systems

Abstract

PurposeThis paper aims to present a case study of the application of a methodology that represents an innovative strategy that integrates researches on interaction design and business process management with practical implications. This methodology is devoted to aligning the needs of enterprise system users with business processes (BPs).Design/methodology/approachThis approach establishes an unbroken network of links between BPs, task models and abstract representations of user interfaces. Once the models are linked, it is possible to identify the impact that any change on these models may produce in other models. The main challenge is to organize the linked models according to the organizational context and manage those links with consistency in order to support improving process efficiency and user productivity. This approach has been applied in a large telecommunications organization during four months with its application in two different projects and validated with a cost‐benefit analysis.FindingsApplying this approach in large organizations has demonstrated that: every involved stakeholder is capable of understanding the whole approach in one working day; creating the models and linking them with the corresponding business process models takes around three men/day per core business process; and applying this approach brings up to 60 per cent of return on investment related to process improvement and user experience.Originality/valueThe main differentials of this methodology include using simple models; considering light actions; preserving the independence of technology; and adopting a human‐oriented approach assuring that every managed information impacts people and not only systems, thus enabling fast adaptation to the business dynamism.

Acting on Work Designs: Providing Support for Validation and Implementation of Envisioned Changes

“…It was eventually picked up for validating work support systems in the area of task-based interactive system design (e.g., Dittmar et al 2004;Mori et al 2002). Sousa et al (2011) propose to combine business-process modeling with task-based user interface design, with involvement of actors to create a better fit between their expectations and the interactive system's properties. A similar approach is proposed by Sukaviriya et al (2007), who use business process models as the foundation for rapid user interface prototyping.…”

Business Process Elaboration through Virtual Enactment

“…It was eventually picked up for validating work support systems in the area of task-based interactive system design (e.g., [6,21]). Sousa et al [36] propose to combine business-process modeling with task-based user interface design with involvement of stakeholders to create a better fit between their expectations and the interactive system's properties. A similar approach is proposed Sukaviriya et al [39], who use business process models as the foundation for rapid user interface prototyping.…”

Sustaining the Momentum: Archival Analysis of Enterprise Resource Planning Systems (2006–2012)

“…Although not specifically on ERP systems, the authors specified the importance of conceptual modelling for ERP system customisation. Sousa, Mendonca, Lievyns, and Vanderdonckt [2011] developed a model that linked business processes with user interfaces with the goal of an enhancing the alignment between ERP systems and business processes. Tallon [2012] surveys IT and business executives in the United States of America, the United Kingdom and Ireland to examine the effects of alignment of a process within a value chain.…”