Qualitative techniques for evaluating enterprise resource planning (ERP) user interfaces

Abstract

Studies have recommended usability criteria for evaluating Enterprise Resource Planning (ERP) systems. However these criteria do not provide sufficient qualitative information regarding the behaviour of users when interacting with the user interface of these systems. A triangulation technique, including the use of time diaries, can be used in Human Computer Interaction (HCI) research for providing additional qualitative data that cannot be accurately collected by experimental or even observation means alone.Limited studies have been performed on the use of time diaries in a triangulation approach as an HCI research method for the evaluation of the usability of ERP systems. This paper reports on a case study where electronic time diaries were used in conjunction with other HCI research methods, namely, surveys and usability questionnaires, in order to evaluate the usability of an ERP system. The results of the study show that a triangulation technique including the use of time diaries is a rich and useful method that allows more flexibility for respondents and can be used to help understand user behaviour when interacting with ERP systems. A thematic analysis of the qualitative data collected from the time diaries validated the quantitative data and highlighted common problem areas encountered during typical tasks performed with the ERP system. An improved understanding of user behaviour enabled the redesign of the tasks performed during the ERP learning process and could provide guidance to ERP designers for improving the usability and ease of learning of ERP systems.

Influential Characteristics of Enterprise Information System User Interfaces

“…Parks [47] compared task time and task success of two versions of an ERP system UI (one being a simplified version of the other) with 38 users and concludes that the ERP system UI complexity has a significant effect on task time. Scholtz et al [51] also studied the usability of ERP systems and confirmed the usability issues related to navigation, inadequate support for the end-user tasks, IO, and complexity of the presentation.…”

Positive Impacts of Private Smartphone Experience on Satisfaction with Business Applications: A Counter-Evidence

“…With the aim of identifying heuristics for assessing ERP usability, Singh and Wesson summarized and classified many of the common usability criteria found in research literature. Five major heuristics resulted, comprising navigation, learnability, task support, presentation, and customization [18]. The potentials of qualitative studies in usability research on ERP are part of the work of Scholtz et al The work is based on the five ERP heuristics as introduced by Singh and Wesson [19].…”

Usability von ERP-Systemen – Aktueller Stand und Perspektiven

“…Die Probleme traten vermehrt in den folgenden Bereichen auf: Auffinden und Zugriff auf die benötigten Funktionen, Unterstützung in Fehlersituationen, begrenzte Aussagekraft der Systemausgaben, Probleme mit der Terminologie und letztendlich die Komplexität der ERP-Systeme selbst (Topi et al 2005). Mit dem Ziel, Heuristiken für die Usability von ERP-Systemen zu identifizieren, haben Singh & Wesson (2009) (Scholtz et al 2010).…”

“…Die Häufigkeit des Auftretens von Fehlern hat negative Auswirkungen auf die Zufriedenheit mit dem ERP-System (Sauer & Sonderegger 2009). Ein fehlertolerantes ERP-System hilft dem Nutzer durch die Bereitstellung von Informationen um einen Fehler zu beheben, es enthält Mechanismen die dem Entstehen von Fehlern vorbeugen sollen und gibt Feedback über erfolgte Korrekturen (Scholtz et al 2010). Viele Fehlermeldungen der ERP-Systeme bestehen aus Codezeilen, dabei sollten diese so präzise wie möglich und verständlich sein, damit der Nutzer die Ursache mit so wenig Aufwand wie möglich beheben kann.…”