Joint 1st Place - 1997 EPSS Contest

Lawson Software

Overview:

With its breakthrough web technology, Lawson Software embarked on a journey to change the paradigm for interface design for large scale business applications. As part of revamping our interface approach, we developed a prototype using performance centered design.

The prototype system combines the key elements of performance-centered design: user-centric language, task orientation, graphic representation, user guidance, and centralized access to all sources of information which may contribute to user’s decision making.

Business task:

The prototype process includes processing a request to order an item, and inspecting an item.

Interface object description:

• Two-pronged design: expert mode and novice mode…coach on, coach off…
• Access to web and Internet information sources that facilitate user’s work
• Task-centric. Specific tasks within the purchasing functions are shown on the left.
• Once a user has selected a task (in this case, they wish to check current stock levels before placing an order), the are shown a screen full of pertinent information based on the task they are performing. It is a combination of text and graphics. Hyperlinks to the next logical task are shown in blue.

Entering the actual purchase order is a detail-rich task. By employing the use of a "Coach" the user is guided through this complex task easily. Questions are presented in a interview style while the actual purchase order form is being filled out in the background. Help is presented where it is most appropriate and additional help is available by selecting the "tell me more…" button.

The inspection task menu contains a detailed knowledge sheet which involves a task with a definite pre-defined sequence. The task contains manual processes (represented by graphics containing people) and is customizable. Notice the "NEW" in the second step of the task. Representing a task using this application is dynamic and eliminates the need to capture procedures in static formats.

Once a user has reached a decision point within the process (in this case, they have entered inspection results), the knowledge sheet shows the appropriate path. In addition, checkmarks are placed over the tasks which have been completed.

Previous system:

Currently we have an extremely feature-rich purchasing system designed following the Windows GUI paradigm. Tasks are not clearly delineated for the user. The user must know how to navigate the various screens in order to perform the work. Shown below is the existing system used to enter purchase orders:

Typical performer profile:

It was designed for users with significant internet and domain business knowledge.

Explanation for how the prototype design helps user perform their work:

• Reduce the amount of business knowledge required to perform routine work (purpose of the knowledge sheets, for example, entering a PO, or performing inspection)
• Help users perform their jobs better : access to a wide range of information sources helps users

1. work faster (access to Thomas Registry)
2. make better decisions (vendor performance history, for example)
3. serve their customers better (link to UPS helps them give more accurate time quotes, for example)

• Institutionalize best practice (for example, Inspection procedures can be customized and standardized in the company forcing people to go through a reliable process, enhance their quality, comply with ISO9000, etc.)
• Reduce training need (user language, graphically representation of task flow, layered help information…)

Summary of performance improvement data:

• Still prototype stage, no user data to report.
• Real impact: generated exciting momentum in the R&D functions to implement these design principles. Some of the applications are already being redesigned and programmed at this moment to reflect this approach.