Apr. 22, 2009 to Apr. 24, 2009
Rahat Iqbal , Department of Computing and the Digital Environment, Coventry University, UK
Nazaraf Shah , Department of Computer Science, University of Essex, UK
Anne James , Department of Computing and the Digital Environment, Coventry University, UK
Jacob Duursma , Bit10 Ltd, Sovereign Court,Coventry, UK
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.
Rahat Iqbal, Nazaraf Shah, Anne James, Jacob Duursma, "User-centred design and evaluation of support management system", CSCWD, 2009, International Conference on Computer Supported Cooperative Work in Design, International Conference on Computer Supported Cooperative Work in Design 2009, pp. 155-160, doi:10.1109/CSCWD.2009.4968051