TimeCorp, a division of Hewlett-Packard, develops labor management software called Visual Labor Management™ (VLM), which is used in retail, grocery, and other industries. VLM is a feature-rich set of applications that creates detailed forecasts based on historic POS data, builds work schedules tailored to business demand, and collects timeclock attendance data for pay processing. Many corporations quickly see the potential value of an application like VLM, which can help them reduce labor costs while increasing customer service levels at peak times.

In its design, VLM is a modular, data-driven application that provides a great deal of power, but does not offer guidance or task structuring. For example, a core task such as creating a weekly schedule requires the use of half a dozen different modules, accessible through a series of cascading menus (see Figure 1).

Figure 1. VLM relies on users knowing which tasks to perform and in what order. For example, users have to know the names of modules and where to find them in the multi-layer Start menu.

When TimeCorp decided to partner with WPI to build an EPSS for VLM, their initial business goals were to:

• Reduce the time and cost of training associated with VLM implementation. (Many customers have hundreds of sites and only a couple of users per site. For example, one grocery chain scheduled four days of training at each store during rollout.)
• Reduce the cost of peer-to-peer training in the field, which occurs with turnover and can lead to performance problems.
• Improve perception of VLM as a "complex" product.
• Educate customers and TimeCorp staff about EPSS as an alternative to training.

The majority of VLM users are managers at grocery, retail, or restaurant locations. They typically have a great deal of knowledge and experience with running their business—many have worked their way up through a chain of stores over 15 or 20 years. They typically have very little experience using computers. Some resist the introduction of an automated system to do things that have always been done manually. They need to spend as little time as possible on computerized tasks so that they can focus on their "real job" of running the store. At some locations, several managers share labor management responsibilities and even use the same computer, which increases the need for communication about what has been done.

Analysis showed that the EPSS needed to provide support in several fundamental areas. At a minimum, it needed to:

• Introduce the core business processes in VLM. Implementing VLM in a store often required a change in business process, which was a hurdle for experienced managers. We needed to help users understand what to expect, including new concepts and the reasons for new practices.
• Structure the tasks in a way that corresponded with the user’s work process and made it clear what to do next. VLM options did not always seem to match the users' familiar real-world tasks. Some decisions were not explicit or options were not clearly spelled out. We needed to bring the system closer to the business setting.
• Coach new users through the essential tasks. It was necessary to help new users successfully complete core tasks, such as building a schedule or processing pay, with a minimal amount of training during initial rollout or job turnover.
• Present a coherent, understandable picture of VLM. VLM had different applications launching at different times with different controls and skills for use. It needed a coherent face.

The EPSS includes two high-level views of the VLM business processes: the Activity Map and the Weekly Planner. When you launch the EPSS, code named "Highland," your default view appears, based on user profile and personal preferences.

Figure 2. The Activity Map introduces the process, shows the user clearly what needs to be done, and tracks progress.

The Activity Map provides a visual representation of each major process, giving the user a clear orientation to the system. The tabs correspond with the main processes. The user profile determines which tabs appear, so users with more specialized responsibilities have access to only the processes they need. The Activity Map hides the separate VLM modules, reducing the apparent complexity. Clicking on a button in the map takes you to the corresponding task, opening the appropriate module or launching a wizard. If a task has prerequisites, the Activity Map ensures they are complete before you begin the task.

The Weekly Planner provides an alternate high-level view of the system, showing tasks scheduled for each day of the current week. It addresses the need for communication among different managers about the status of different tasks and about events this week. In doing so, it puts VLM in the context of the user’s work week and helps to highlight time-critical tasks.

When you select a task from the Activity Map that involves creating a work product, it launches a wizard. The wizards are designed to enhance business performance and reduce potential confusion for novices by clarifying the available choices. For example, the Forecast Wizard begins by asking the user about the type of week expected, then provides appropriate recommendations for creating a forecast according to best practice. It helps the user select the most appropriate forecasting method and historical data to use as a basis for the forecast. The wizard branches differently based on the user’s responses. For example, when the user creates a forecast for a holiday week, the Forecast Wizard will branch to a different screen than a forecast for a typical week.

Figure 3. The wizard provides instruction, context-sensitive tips for each field or control, and simple, sequential navigation.

When you select a task from the Activity Map (or complete a wizard), the EPSS launches the appropriate VLM module along with a navigation bar and task support. This "wrap-around" approach provides some consistency across different modules of VLM. Two types of task support are available: the "Guide me" view and the "Remind me" view. The user profile determines which type of support is displayed, allowing the EPSS to provide the right amount of support for the user’s level of experience. The user can turn off the side panel, but the EPSS control bar remains in place at all times, providing the ability to turn it back on if needed.

The "Guide me" view is designed to help the inexperienced user achieve a successful outcome. It provides a straightforward, step-by-step approach to completing the task. If a decision is required, the guide makes a recommendation and asks the user for input. This type of task support helps new users relate their existing business knowledge to the system and facilitates learning by doing.

Figure 4. The "Guide me" view explains the task, prompts the user for input, and provides step-by-step instruction. It uses sequential navigation.

The "Remind me" view is designed to work like a checklist for the more experienced user. It lists the steps needed to complete the task, using hypertext links to drill down to more information if needed.

Figure 5. The "Remind me" view works like a checklist to jog the user's memory and uses hypertext to drill down to more detail.

During development of the EPSS, TimeCorp began introducing it to existing customers and demonstrating it to potential clients. The feedback they received was extremely positive. Existing customers were able to immediately recognize the business benefits of reducing implementation time, increasing product usability, and improving the effectiveness of their managers' time. Prospective customers saw that with EPSS, VLM no longer seemed so complex, and they were eager for this new software version to be available.

Having achieved several of the project's initial goals, TimeCorp made a business decision to incorporate the EPSS design as an intrinsic part of the next generation product. The EPSS team was tasked with a performance-centered redesign of the VLM software. This effort is now underway, with a release expected in 2000. The performance improvement that was projected with the use of an add-on EPSS is now expected within the core product.

Contact

Janet Cichelli
Director, Performance Support
WPI, Inc. (a subsidiary of SI Int'l, Inc.)
255 Rockville Pike, Suite 109
Rockville, MD 20850
301-294-8811
jcichelli@wpiusa.com