User-centred design and evaluation of support management system

    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

    Fingerprint

    Industry
    User centered design

    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

    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

    User-centred design and evaluation of support management system. / Iqbal, Rahat; Shah, Nazaraf; James, Anne; Duursma, Jacob.

    Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009. 2009. p. 155-160 4968051.

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

    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., 4968051, pp. 155-160, 2009 13th International Conference on Computer Supported Cooperative Work in Design , Santiago, Chile, 22/04/09. https://doi.org/10.1109/CSCWD.2009.4968051
    Iqbal R, Shah N, James A, Duursma J. 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. 2009. p. 155-160. 4968051 https://doi.org/10.1109/CSCWD.2009.4968051
    Iqbal, Rahat ; Shah, Nazaraf ; James, Anne ; Duursma, Jacob. / User-centred design and evaluation of support management system. Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009. 2009. pp. 155-160
    @inproceedings{ec0dc53d77e94e1d88f028047a93e886,
    title = "User-centred design and evaluation of support management system",
    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.",
    keywords = "Interviews, Observation, Participatory design, Questionnaires, Support management, Test, User-requirements",
    author = "Rahat Iqbal and Nazaraf Shah and Anne James and Jacob Duursma",
    year = "2009",
    doi = "10.1109/CSCWD.2009.4968051",
    language = "English",
    isbn = "9781424435357",
    pages = "155--160",
    booktitle = "Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009",

    }

    TY - GEN

    T1 - User-centred design and evaluation of support management system

    AU - Iqbal, Rahat

    AU - Shah, Nazaraf

    AU - James, Anne

    AU - Duursma, Jacob

    PY - 2009

    Y1 - 2009

    N2 - 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.

    AB - 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.

    KW - Interviews

    KW - Observation

    KW - Participatory design

    KW - Questionnaires

    KW - Support management

    KW - Test

    KW - User-requirements

    U2 - 10.1109/CSCWD.2009.4968051

    DO - 10.1109/CSCWD.2009.4968051

    M3 - Conference proceeding

    SN - 9781424435357

    SP - 155

    EP - 160

    BT - Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design, CSCWD 2009

    ER -