Identifying organizational barriers—A case study of usability work when developing software in the automation industry

Winter, Jeff; Rönkkö, Kari; Rissanen, Mikko J.

doi:10.1016/j.jss.2013.09.019

Cited by 11 publications

(9 citation statements)

References 38 publications

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“…Our interviewees explain that there is a tension between adding service components onto existing products, and by so reinforce the silos, and the wish to solve the customer's problem regardless whether it is a motor or a robot that stopped the production for the customer. This is similar to what Winter et al have observed, where the organizational set up created conflicts of interest between departments, and giving cause to breakdowns in communication [2]. Hence, there are budding service initiatives within the studied companies, but their organizational belonging is still under construction.…”

Section: Service Status In the Studied Companiessupporting

confidence: 86%

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From Transactions to Relationships: Making Sense of User-Centered Perspectives in Large Technology-Intensive Companies

Björndal

Eriksson

Artman

2015

Human Work Interaction Design. Work Analysis and Interaction Design Methods for Pervasive and Smart Workplaces

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Part 2: EnvironmentInternational audienceIn this paper we analyze interviews from four technology-intensive companies, focused on service and service development. All companies have during the last two decades introduced interaction design units, and the corporations were selected due to their interest in also expanding the service share of their business. This service shift has been a top-down initiative. However in only two companies, the initiatives have led to the establishment of enterprise wide service development processes, and in the other two companies, the service development is more ad hoc. It is argued that even if interaction design has close theoretical relation to service design such combination has so far been limited. We discuss the shift from product to service view of the offerings within these companies, and relate this to user-centered perspectives. We argue there is a window of opportunity within technology-intensive and engineering focused industries to include user-centered design when formalizing service development

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Section: Service Status In the Studied Companiessupporting

confidence: 86%

“…Today larger companies often have at least smaller units with UCD and interaction designers. The process of introducing UCD and usability departments in companies has been slow, in most cases bottom-up and customer demanded [2]. This UCD shift has been playing out differently in different domains.…”

Section: Introductionmentioning

confidence: 99%

From Transactions to Relationships: Making Sense of User-Centered Perspectives in Large Technology-Intensive Companies

Björndal

Eriksson

Artman

2015

Human Work Interaction Design. Work Analysis and Interaction Design Methods for Pervasive and Smart Workplaces

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“…The introduction of the UEQ KPI in an organization must be considered separately. The study carried out by Winter et al [41] showed that there were several issues with both the construction of a usability KPI and the introduction of the KPI. The biggest problem was a lack of communication.…”

Section: Limitationsmentioning

confidence: 99%

Developing a UX KPI based on the user experience questionnaire

Hinderks

Schrepp²,

Mayo

et al. 2019

Computer Standards & Interfaces

142

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Decisions in Companies are made typically by using a number of entirely different key figures. A user experience key figure is one of many important key figures that represents one aspect of the success of the company or its products. What we aim in this article is to present to those responsible for a product a method of how a user experience key performance indicator (UX KPI) can be developed using a UX questionnaire. We have developed a UX KPI for use in organizations based on the User Experience Questionnaire (UEQ). To achieve this, we added six questions to the UEQ to measure the importance of the UEQ scales. Based on the UEQ scales and the scores given for importance, we then developed a User Experience Questionnaire KPI (UEQ KPI). In a first study with 882 participants, we calculated and discussed the UEQ KPI using Amazon and Skype. The results show that the six supplementary questions could be answered independently of the UEQ itself. In our opinion, the extension can be implemented without any problems. The resulting UEQ KPI can be used for communication within an organization as a key performance indicator.

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“…However, although all advances on user-centered approaches and design, some interfaces are still difficult to use, causing frustration to users [2]. Managers and developers often recognize it but still leave it apart from the product-development process [3,4].…”

Section: Introductionmentioning

confidence: 99%

“…Dworman et al, [5] state that this behaviour is explained by either users not recognizing help systems existence, not wanting to pause their current tasks to search help or because they want to find the solution on their own. Nevertheless, the design of effective user-centered help systems is still seen as a weak negotiator point by the business because it is faced as a secondary functionality [4,6] as shown in Figure 1.…”

Section: Introductionmentioning

confidence: 99%

Help through demonstration and automation for interactive computing systems: A survey of recent works

Silva

Rodrigues

2021

IJECE

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Usability is very important however, it is still difficult to develop interactive computing systems that meet all user’s specificities. Help systems should be a way of bridging this gap. This paper presents a general survey on recent works (building upon previous surveys) related to improving applications’ help through demonstration and automation and, identifies which technologies are acting as enablers. The main contributions are, identifying (i) which are the recent existing solutions; (ii) which aspects must be investigated further; and (iii) which are the main difficulties that are preventing a faster progress.

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Identifying organizational barriers—A case study of usability work when developing software in the automation industry

Cited by 11 publications

References 38 publications

From Transactions to Relationships: Making Sense of User-Centered Perspectives in Large Technology-Intensive Companies

From Transactions to Relationships: Making Sense of User-Centered Perspectives in Large Technology-Intensive Companies

Developing a UX KPI based on the user experience questionnaire

Help through demonstration and automation for interactive computing systems: A survey of recent works

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