Identifying ERP Usability Issues,ERP Research Workshop Bentley College October 15, 2004 Wendy Lucas Tamara Babaian Heikki Topi,Identifying Usability Issues,Anecdotal evidence Hard to get data into ERP system Mismatch between ERP terminology and business practices Even harder to get information out! Export data to Excel, Access to perform analysis Forrester Research evaluation* Tasks require inordinate patience and expertise to complete Users should demand better usability *Chew, Orlov, it was like he got so upset because it was so out of his kingdom, so out of his normal - he shutdown on me. “ reaction when explaining how to enter a well-understood process to the ERP system,Other Observations,Having resources to customize is vitally important Significant amount of time and effort spent on the development of informal documentation Formal documentation is seldom used Power users play a very significant role Non-power users are much less likely to explore the systems potential,Learning to perform a new task is a difficult process based on trial and error, even for experienced and motivated users Despite these difficulties, given enough time and effort, users do learn how to complete their required tasks Major benefits come from integrated, consistent data,Other Observations,Approach Based on Collaboration Theory,All usability problems discussed are examples of non-collaborative behavior by the system Recognizes the joint nature of the activity Views system as a partner in collaboration,Viewing the System As a Partner,I need those supplies by January 23, 2005,I dont understand what you mean by January 23, 2005 Date period is not valid. Try again,Collaboration Theory*,Commitment to mutual support requires Recognition of the context in which the activity occurs Communication to create coordinated, although independent, subplans for the activity Mutual responsiveness requires both parties to share relevant knowledge and adapt their behavior for mutual support If youre having a problem with a subtask, and I can help by providing information or performing an action, I must offer help.,*Bratman, 1992; Grosz & Kraus, 1996,Example: Purchase Requisition,Task: Create a Purchase Requisition (PR) for a new part. Problems encountered by Pat, the user: Start new PR -part not in Material Master scrap the PR, add part Menu path for adding a new part is hard to locate if used only occasionally Start new PR enter the plant, but forgot the part number Look up the part number screen changes completely - about 12 different lookup options displayed which to choose? Finally entered all data she has but many PR form fields are still empty is she done?,Collaborative Critique,Instead of having to scrap purchase order due to missing part Link to the Add New Part option is readily available from the same screen Problems 1 and 2 are prevented Instead of requiring Pat to remember the part number System remembers the number of the newly added part Provides an option of entering it automatically Also provides access to all parts for that plant To let Pat know when the process is complete Optional fields are clearly distinguishable from the required ones,Using Collaboration Theory,Framework for design and evaluation for usability Realigns responsibilities between the user and the system according to their roles and natural strengths, e.g. User required to know whats the next step versus System guiding the user through the steps of the business process,Collaborative approach to ERP design,Adjustable/business-based system vocabulary Guidance through steps of business process Visible access to related tasks Communication of progress made after performing an action Information on important ramifications of user actions beyond the obvious Support for user in error situation: offer a diagnosis/fix and/or an alternative course of action in terms familiar to the user,Using Principles of Collaboration in Interface Design: a Prototype,Benefits of Using Collaboration Theory,Isolated examples of collaborative behavior already exist in some form Collaboration cannot be “patched on” in the end of system development Principles of collaboration can and should be used to systematically address system requirements for a successful collaboration from the start. Collaboration theory provides a framework for designing and evaluating ERP system usability.,Work-in-Progress,ERP usability design and evaluation Development of design and evaluation guidelines for ERP systems based on collaboration Complete development of prototype Usability experiments with the prototype Field studies Continue further interviews and surveys of ERP system users Seek additional corporate partners for collaboration on ERP usability Combine results of experimental testing with field studies Increase awareness of ERP usability issues and identify ways to address them to enhance productivity,Thank you!,