A methodology to institutionalise user experience in a South African provincial government
- Authors: Pretorius, Marco Cobus
- Date: 2012
- Subjects: Human-computer interaction , User interfaces (Computer systems) , Government Web sites -- South Africa , Web site development , Electronic government information
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10489 , http://hdl.handle.net/10948/d1019961
- Description: The number of citizens, who access e-Government websites, is growing significantly and their expectations for additional services are increasing. The Internet has become an essential instrument to distribute information to citizens. Poorly designed websites, however, can divide governments and its citizens. Consensus amongst researchers is that user experience (UX) is an important factor in designing websites specifically e-Government websites. Problems, experienced with website usability, prevent people from accessing and eventually adopting technology, such as e-Government. Countries, such as the United States, United Kingdom and Canada, have shown increased support for UX in e-Government websites. At present, a number of guidelines and design principles exists for e-Government website UX design; however, the effectiveness of the implementation of these guidelines and principles depends on the profiles of the individuals on a website development team and on an organisation’s understanding of UX. Despite the highlighted importance of UX, guidelines and principles are rarely adopted in South African e-Government websites. Usability and UX guidelines cannot be implemented; if there is no executive support; an inadequately trained staff; no routine UX practice; insufficient budget; inefficient use of usability methodologies and user-centred design (UCD) processes. The challenge at present in the UX design field is the institutionalisation of UX, specifically at government level. The goal of this research was to propose and evaluate a methodology to institutionalise UX in South African Provincial Governments (PGs), named the “Institutionalise UX in Government (IUXG) methodology”. The research used the Western Cape Government (WCG) in South Africa as a case study to evaluate the proposed methodology to institutionalise UX in a South African PG. The IUXG methodology (1.0) was proposed from five UX methodologies, as well as from best practices found in literature. The IUXG methodology (1.1) was updated, based on results of a survey to South African PGs, a survey to WCG employees, as well as literature from the WCG. The IUXG methodology (2.0) was updated a final time, based on the case study results and on a confirmation survey with WCG employees after the implementation of the case study. The research study made use of three surveys during this research. The first survey, incorporating UX maturity models, confirmed that understanding and buy-in of UX are limited and that UX maturity levels are low at South African PG level. The second and third surveys were administered to WCG e-Government website officials before and after the implementation of the IUXG methodology. The surveys measured the UX maturity level of the WCG in the component, e-Government for Citizens (e-G4C), responsible for the WCG e-Government website. The final survey results demonstrated that, after the implementation of the IUXG methodology, the WCG improved its level of UX maturity on the identified UX maturity models. Implementation of the IUXG methodology institutionalised UX in the WCG. UX activities became standard practice in the e-Government website environment after the systems development lifecycle (SDLC) incorporated UCD. UX policy, strategy and guidelines were documented for the WCG e-Government website. The WCG constructed the first usability testing facility for a South African PG and improvements to the WCG e-Government website were implemented. The proposed IUXG methodology institutionalised UX in the WCG e-Government website environment. This research is a major contribution, to addressing the current lack of UX practices in South African PGs. South African PGs can use the proposed IUXG methodology to institutionalise UX and it will assist PG officials to develop increased UX maturity levels. The advantage of the IUXG methodology is that it provides PG officials with a step-by-step method how to institutionalise UX in a PG by following the six phases of the IUXG methodology: startup, setup, organisation, method, standards and long-term. The IUXG methodology will assist South African PGs to establish UX practice as a norm. The IUXG methodology will assist PGs with the resources, methods and tools to enable them to implement UX guidelines, which will result in an improved, more usable and more user-centric PG e-Government website.
- Full Text:
- Date Issued: 2012
- Authors: Pretorius, Marco Cobus
- Date: 2012
- Subjects: Human-computer interaction , User interfaces (Computer systems) , Government Web sites -- South Africa , Web site development , Electronic government information
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10489 , http://hdl.handle.net/10948/d1019961
- Description: The number of citizens, who access e-Government websites, is growing significantly and their expectations for additional services are increasing. The Internet has become an essential instrument to distribute information to citizens. Poorly designed websites, however, can divide governments and its citizens. Consensus amongst researchers is that user experience (UX) is an important factor in designing websites specifically e-Government websites. Problems, experienced with website usability, prevent people from accessing and eventually adopting technology, such as e-Government. Countries, such as the United States, United Kingdom and Canada, have shown increased support for UX in e-Government websites. At present, a number of guidelines and design principles exists for e-Government website UX design; however, the effectiveness of the implementation of these guidelines and principles depends on the profiles of the individuals on a website development team and on an organisation’s understanding of UX. Despite the highlighted importance of UX, guidelines and principles are rarely adopted in South African e-Government websites. Usability and UX guidelines cannot be implemented; if there is no executive support; an inadequately trained staff; no routine UX practice; insufficient budget; inefficient use of usability methodologies and user-centred design (UCD) processes. The challenge at present in the UX design field is the institutionalisation of UX, specifically at government level. The goal of this research was to propose and evaluate a methodology to institutionalise UX in South African Provincial Governments (PGs), named the “Institutionalise UX in Government (IUXG) methodology”. The research used the Western Cape Government (WCG) in South Africa as a case study to evaluate the proposed methodology to institutionalise UX in a South African PG. The IUXG methodology (1.0) was proposed from five UX methodologies, as well as from best practices found in literature. The IUXG methodology (1.1) was updated, based on results of a survey to South African PGs, a survey to WCG employees, as well as literature from the WCG. The IUXG methodology (2.0) was updated a final time, based on the case study results and on a confirmation survey with WCG employees after the implementation of the case study. The research study made use of three surveys during this research. The first survey, incorporating UX maturity models, confirmed that understanding and buy-in of UX are limited and that UX maturity levels are low at South African PG level. The second and third surveys were administered to WCG e-Government website officials before and after the implementation of the IUXG methodology. The surveys measured the UX maturity level of the WCG in the component, e-Government for Citizens (e-G4C), responsible for the WCG e-Government website. The final survey results demonstrated that, after the implementation of the IUXG methodology, the WCG improved its level of UX maturity on the identified UX maturity models. Implementation of the IUXG methodology institutionalised UX in the WCG. UX activities became standard practice in the e-Government website environment after the systems development lifecycle (SDLC) incorporated UCD. UX policy, strategy and guidelines were documented for the WCG e-Government website. The WCG constructed the first usability testing facility for a South African PG and improvements to the WCG e-Government website were implemented. The proposed IUXG methodology institutionalised UX in the WCG e-Government website environment. This research is a major contribution, to addressing the current lack of UX practices in South African PGs. South African PGs can use the proposed IUXG methodology to institutionalise UX and it will assist PG officials to develop increased UX maturity levels. The advantage of the IUXG methodology is that it provides PG officials with a step-by-step method how to institutionalise UX in a PG by following the six phases of the IUXG methodology: startup, setup, organisation, method, standards and long-term. The IUXG methodology will assist South African PGs to establish UX practice as a norm. The IUXG methodology will assist PGs with the resources, methods and tools to enable them to implement UX guidelines, which will result in an improved, more usable and more user-centric PG e-Government website.
- Full Text:
- Date Issued: 2012
The development and evaluation of gaze selection techniques
- Authors: Van Tonder, Martin Stephen
- Date: 2009
- Subjects: Human-computer interaction , User interfaces (Computer systems) , Gaze
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10469 , http://hdl.handle.net/10948/882 , Human-computer interaction , User interfaces (Computer systems) , Gaze
- Description: Eye gaze interaction enables users to interact with computers using their eyes. A wide variety of eye gaze interaction techniques have been developed to support this type of interaction. Gaze selection techniques, a class of eye gaze interaction techniques which support target selection, are the subject of this research. Researchers developing these techniques face a number of challenges. The most significant challenge is the limited accuracy of eye tracking equipment (due to the properties of the human eye). The design of gaze selection techniques is dominated by this constraint. Despite decades of research, existing techniques are still significantly less accurate than the mouse. A recently developed technique, EyePoint, represents the state of the art in gaze selection techniques. EyePoint combines gaze input with keyboard input. Evaluation results for this technique are encouraging, but accuracy is still a concern. Early trigger errors, resulting from users triggering a selection before looking at the intended target, were found to be the most commonly occurring errors for this technique. The primary goal of this research was to improve the usability of gaze selection techniques. In order to achieve this goal, novel gaze selection techniques were developed. New techniques were developed by combining elements of existing techniques in novel ways. Seven novel gaze selection techniques were developed. Three of these techniques were selected for evaluation. A software framework was developed for implementing and evaluating gaze selection techniques. This framework was used to implement the gaze selection techniques developed during this research. Implementing and evaluating all of the techniques using a common framework ensured consistency when comparing the techniques. The novel techniques which were developed were evaluated against EyePoint and the mouse using the framework. The three novel techniques evaluated were named TargetPoint, StaggerPoint and ScanPoint. TargetPoint combines motor space expansion with a visual feedback highlight whereas the StaggerPoint and TargetPoint designs explore novel approaches to target selection disambiguation. A usability evaluation of the three novel techniques alongside EyePoint and the mouse revealed some interesting trends. TargetPoint was found to be more usable and accurate than EyePoint. This novel technique also proved more popular with test participants. One aspect of TargetPoint which proved particularly popular was the visual feedback highlight, a feature which was found to be a more effective method of combating early trigger errors than existing approaches. StaggerPoint was more efficient than EyePoint, but was less effective and satisfying. ScanPoint was the least popular technique. The benefits of providing a visual feedback highlight and test participants' positive views thereof contradict views expressed in existing research regarding the usability of visual feedback. These results have implications for the design of future gaze selection techniques. A set of design principles was developed for designing new gaze selection techniques. The designers of gaze selection techniques can benefit from these design principles by applying them to their techniques
- Full Text:
- Date Issued: 2009
- Authors: Van Tonder, Martin Stephen
- Date: 2009
- Subjects: Human-computer interaction , User interfaces (Computer systems) , Gaze
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10469 , http://hdl.handle.net/10948/882 , Human-computer interaction , User interfaces (Computer systems) , Gaze
- Description: Eye gaze interaction enables users to interact with computers using their eyes. A wide variety of eye gaze interaction techniques have been developed to support this type of interaction. Gaze selection techniques, a class of eye gaze interaction techniques which support target selection, are the subject of this research. Researchers developing these techniques face a number of challenges. The most significant challenge is the limited accuracy of eye tracking equipment (due to the properties of the human eye). The design of gaze selection techniques is dominated by this constraint. Despite decades of research, existing techniques are still significantly less accurate than the mouse. A recently developed technique, EyePoint, represents the state of the art in gaze selection techniques. EyePoint combines gaze input with keyboard input. Evaluation results for this technique are encouraging, but accuracy is still a concern. Early trigger errors, resulting from users triggering a selection before looking at the intended target, were found to be the most commonly occurring errors for this technique. The primary goal of this research was to improve the usability of gaze selection techniques. In order to achieve this goal, novel gaze selection techniques were developed. New techniques were developed by combining elements of existing techniques in novel ways. Seven novel gaze selection techniques were developed. Three of these techniques were selected for evaluation. A software framework was developed for implementing and evaluating gaze selection techniques. This framework was used to implement the gaze selection techniques developed during this research. Implementing and evaluating all of the techniques using a common framework ensured consistency when comparing the techniques. The novel techniques which were developed were evaluated against EyePoint and the mouse using the framework. The three novel techniques evaluated were named TargetPoint, StaggerPoint and ScanPoint. TargetPoint combines motor space expansion with a visual feedback highlight whereas the StaggerPoint and TargetPoint designs explore novel approaches to target selection disambiguation. A usability evaluation of the three novel techniques alongside EyePoint and the mouse revealed some interesting trends. TargetPoint was found to be more usable and accurate than EyePoint. This novel technique also proved more popular with test participants. One aspect of TargetPoint which proved particularly popular was the visual feedback highlight, a feature which was found to be a more effective method of combating early trigger errors than existing approaches. StaggerPoint was more efficient than EyePoint, but was less effective and satisfying. ScanPoint was the least popular technique. The benefits of providing a visual feedback highlight and test participants' positive views thereof contradict views expressed in existing research regarding the usability of visual feedback. These results have implications for the design of future gaze selection techniques. A set of design principles was developed for designing new gaze selection techniques. The designers of gaze selection techniques can benefit from these design principles by applying them to their techniques
- Full Text:
- Date Issued: 2009
An intelligent user interface model for contact centre operations
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
Designing adaptaptive user interfaces for enterprise resource planning systems for small enterprises
- Authors: Singh, Akash
- Subjects: User interfaces (Computer systems)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10458 , http://hdl.handle.net/10948/2073 , User interfaces (Computer systems)
- Description: It is widely acknowledged that enterprise resource planning (ERP) systems suffer from complex user interfaces. The complexity of these user interfaces negatively affects the usability of these systems. Current research has shown that a need exists to improve the overall usability of ERP systems. This research proposes the use of adaptive user interfaces (AUIs) as a means of improving the overall usability of ERP systems. Research has shown that AUIs are capable of improving system usability by reducing user interface complexity and improving the overall user experience. The primary objective of this research was to determine how AUIs could be designed to improve the usability of ERP systems. An adaptation taxonomy, ERP system architecture (incorporating an AUI), a set of AUI components and a set of usability heuristics for ERP systems were proposed to support the design, development and evaluation of AUIs for ERP systems. The proposed adaptation taxonomy provides support for three types of adaptation: content adaptation, presentation adaptation and navigation adaptation. The proposed ERP system architecture is a three-tiered system architecture, consisting of a Presentation Layer (incorporating an AUI), an Application Layer and a Database Layer. The proposed set of AUI components comprise a user model, a task model and a dialog model. The set of proposed usability heuristics aims to identify usability issues of ERP systems within the areas of Navigation, Presentation, Task Support, Learnability and Customisation. An AUI prototype was developed based on selected adaptive techniques from the proposed adaptation taxonomy and selected components from the proposed system architecture. All of the proposed AUI components were implemented. The AUI prototype was developed for an existing ERP system, namely SAP Business One (SBO). This prototype was designed, in order to resolve the usability issues of SBO identified through the use of the proposed set of heuristics. The development of the AUI prototype was made possible through the use of a software development kit (SDK) provided with SBO. The AUI prototype made use of content adaptation, presentation adaptation and navigation adaptation in order to address the identified usability issues. An empirical evaluation was conducted on the AUI prototype to determine whether it provided any usability benefits over the standard SBO system. The results from the empirical evaluation revealed that the AUI presented usability benefits with regard to learnability and satisfaction. Users who used the AUI prototype were able to learn how to use the ERP system a lot quicker and were more satisfied than users of the standard SBO system. The successful implementation of the AUI prototype provided practical evidence that the proposed adaptation taxonomy and the proposed system architecture can be implemented. This research has provided empirical evidence that the use of AUIs can improve the usability of ERP systems. Future research has outlined several possibilities to utilise and enhance the proposed adaptation taxonomy, the ERP system architecture and ERP heuristics, for the purpose of furthering research within the area of AUIs for ERP systems.
- Full Text:
Designing adaptaptive user interfaces for enterprise resource planning systems for small enterprises
- Authors: Singh, Akash
- Subjects: User interfaces (Computer systems)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10458 , http://hdl.handle.net/10948/2073 , User interfaces (Computer systems)
- Description: It is widely acknowledged that enterprise resource planning (ERP) systems suffer from complex user interfaces. The complexity of these user interfaces negatively affects the usability of these systems. Current research has shown that a need exists to improve the overall usability of ERP systems. This research proposes the use of adaptive user interfaces (AUIs) as a means of improving the overall usability of ERP systems. Research has shown that AUIs are capable of improving system usability by reducing user interface complexity and improving the overall user experience. The primary objective of this research was to determine how AUIs could be designed to improve the usability of ERP systems. An adaptation taxonomy, ERP system architecture (incorporating an AUI), a set of AUI components and a set of usability heuristics for ERP systems were proposed to support the design, development and evaluation of AUIs for ERP systems. The proposed adaptation taxonomy provides support for three types of adaptation: content adaptation, presentation adaptation and navigation adaptation. The proposed ERP system architecture is a three-tiered system architecture, consisting of a Presentation Layer (incorporating an AUI), an Application Layer and a Database Layer. The proposed set of AUI components comprise a user model, a task model and a dialog model. The set of proposed usability heuristics aims to identify usability issues of ERP systems within the areas of Navigation, Presentation, Task Support, Learnability and Customisation. An AUI prototype was developed based on selected adaptive techniques from the proposed adaptation taxonomy and selected components from the proposed system architecture. All of the proposed AUI components were implemented. The AUI prototype was developed for an existing ERP system, namely SAP Business One (SBO). This prototype was designed, in order to resolve the usability issues of SBO identified through the use of the proposed set of heuristics. The development of the AUI prototype was made possible through the use of a software development kit (SDK) provided with SBO. The AUI prototype made use of content adaptation, presentation adaptation and navigation adaptation in order to address the identified usability issues. An empirical evaluation was conducted on the AUI prototype to determine whether it provided any usability benefits over the standard SBO system. The results from the empirical evaluation revealed that the AUI presented usability benefits with regard to learnability and satisfaction. Users who used the AUI prototype were able to learn how to use the ERP system a lot quicker and were more satisfied than users of the standard SBO system. The successful implementation of the AUI prototype provided practical evidence that the proposed adaptation taxonomy and the proposed system architecture can be implemented. This research has provided empirical evidence that the use of AUIs can improve the usability of ERP systems. Future research has outlined several possibilities to utilise and enhance the proposed adaptation taxonomy, the ERP system architecture and ERP heuristics, for the purpose of furthering research within the area of AUIs for ERP systems.
- Full Text:
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