User-centred design and evaluation of support management system

Rahat Iqbal, Nazaraf Shah, Anne James, Jacob Duursma

    Research output: Chapter in Book/Report/Conference proceedingConference proceeding

    2 Citations (Scopus)

    Abstract

    An important aspect of redesign for usability is to evaluate the system with its real users in order to explore implications for better design. 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 system is used to support complex and distributed cooperative activities taking place in the SME. We evaluate the current system and analyse work practices using a user-centred design and evaluation philosophy. Following that 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. Finally, we present comparative evaluation results that show significant improvement in performance of user tasks using the redesigned support management system.

    Original languageEnglish
    Title of host publicationProceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009
    Pages155-160
    Number of pages6
    DOIs
    Publication statusPublished - 2009
    Event2009 13th International Conference on Computer Supported Cooperative Work in Design - Santiago, Chile
    Duration: 22 Apr 200924 Apr 2009

    Conference

    Conference2009 13th International Conference on Computer Supported Cooperative Work in Design
    Abbreviated titleCSCWD 2009
    CountryChile
    CitySantiago
    Period22/04/0924/04/09

    Keywords

    • Interviews
    • Observation
    • Participatory design
    • Questionnaires
    • Support management
    • Test
    • User-requirements

    ASJC Scopus subject areas

    • Artificial Intelligence
    • Computational Theory and Mathematics
    • Computer Graphics and Computer-Aided Design
    • Computer Science Applications

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  • Cite this

    Iqbal, R., Shah, N., James, A., & Duursma, J. (2009). User-centred design and evaluation of support management system. In Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009 (pp. 155-160). [4968051] https://doi.org/10.1109/CSCWD.2009.4968051