Performance Support 98

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Performance Support 98

• Inside the Multi-Task EPSS
• Demystifying Design and Development

by Bill Miller
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Warm Up Exercise

• On the following slide, find all the three number
  combinations that add up to 15.
• You can use a number in more than one
  combination.
• Cant use the same number in a combination (e.g.
  5-5-5).
• There are 8 combinations.

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Presentation Overview

• Conceptual and Mental Models
• EPSS Interface Design model
• Demonstration

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Conceptual Mental Models

• The convergence of user system

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Conceptual Mental Model
Training Experience
Tacit Knowledge
Users Mental Model
EPSS, PCD UCD
Point of Contact
Systems Conceptual Model
Explicit Knowledge Container
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Ongoing Interaction
Mental Model
Conceptual Model
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An Interface Design Model

• Using Content, Style Structure to Design an EPSS

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EPSS Types

• Software Enhancement - extend the functionality
  of existing application
• Navigational EPSS - A separate program that
  guides user through process of using other
  applications
• Integrated EPSS - System designed and built to
  perform and support work.

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EPSS Styles

• Sequential Supports a complex task that is not
  performed frequently. (e.g. Performance Now)
• Document Centric Supports the creation of
  document (e.g. word processor)
• Multiple Tasks Navigational component to help
  user find the appropriate task for given situation

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Interface Design Model

• Content - information about the business and how
  to use the software
• Style - look and feel, metaphors and artifact
  affordance, representations.
• Structure - organization of screens or matrix of
  links and nodes.

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Software Content

• Purpose Help the user develop their mental model
  about the business and the operation of the
  software. Inform others.
• How Online help, support messages, tips, bubble
  help, Whats this help, intrinsic information,
  online tutorial and software demos.

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Software Style

• Purpose Leverage users existing knowledge about
  how things operate to enable them to interact
  with the software.
• How The use of shape, coloring, layout and
  labeling of the objects on a screen to convey
  meaning and invite the user to perform certain
  actions (reading, clicking or typing).

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Windows Style - Quicken
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Web Style - Quicken
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Web Style - Microsoft Money
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Use of Shape and Shading
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Style Constraints

• Development tools
• Corporate style guide
• Operating system style guide
• User experience
• Developer experience, skills knowledge
• Development budget

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Software Structure

• Purpose Enable a user to find the information
  and tools that will allow them to perform work
• How The organization and presentation sequence
  of screens, dialogs and messages.

Start
Find Task
Perform Task
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Structure is finite

• While there are an infinite variety of styles and
  contents, there is a finite variety of software
  structures.

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Starting Points
Task Links
Tasks
Keywords
Database Program
Checklist
Categories
Word Processor
Sequence
Business Heuristic
Spreadsheet
Business Object
Workspace
E-mail
Task Frequency
Intranet
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Categories

• Hierarchical grouping
• Categories are the most common way to organize a
  software interface
• Systems can have more than one type of category.
• Many ways to represent categories

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Category Content

• Software functions - Menus
• Tasks and Transactions (by task name)
• Business Object Types (Products Services)
• Software applications and utilities (The windows
  desktop)
• Table of Content for information (TOC for online
  help)

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Category Styles

• Expandable hierarchy - like a directory of
  computer files
• Tabbed panels and tabs within tabs
• Lists of links on a series of screens, like many
  web sites
• Menus
• Desktop folders
• Combinations of the above

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Example of Category Styles
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Win 95 Menu Style
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Dynamic Category
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Testing Categories
Category Names
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Task A
Task B
Task C
Task D
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What is a Business Heuristic

• Expert system or algorithm that suggest
  transactions based on a set of conditions.
• Enables a user to perform the appropriate task
  for a given set of conditions.
• May lead to a dead end with an explanation.
• May include some data entry or selection.
• May be a starting point or a node in performance
  path

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Business Heuristics Styles

• Progressive display of questions and actions.
• Wizards that conforms to standard construction.
• Non-standard wizard.
• Trouble-shooting style

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Task Selection Wizard
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Windows 95 Troubleshooting
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Heuristic Features

• Short title to quickly identify the choice.
• A complete question for first time users.
• Widget labels indicate a condition or action.
• Access to additional background information for
  learning and clarification.
• Can return to previous question explore
  alternatives.

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Keyword Index

• Like the subject index in a book or library
• Useful for new user or infrequent actions
• Probability of choosing same word is 8 to 18.
  May need 10 words for a concept.
• Can link a keyword to Business Heuristic or
  Category item.

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Aligning objects example
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Keyword Component Links
Checklist of Tasks
Keywords
Infobase
Task Wizard
Heuristics
Task
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Business Objects

• Business object includes customers, products,
  services, etc.
• List tasks and transactions that can be performed
  for something or someone
• List may change for each thing or person based on
  business rules or best practice.
• Generally has a search function to find a
  business object.

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Frequency and Favorites

• Operations are organized or listed by performance
  frequency
• Can provide more direct access to the frequently
  performed operations
• Could be user definable, intelligent or fixed.

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Frequency Styles

• Toolbars
• Bookmarks and favorites in web browsers
• Desktop icons and folders

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Programs

• Provides direct access to the opening screen of a
  computer program.
• Does not load files related to a task.

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Task Links

• Checklist - list of actions that one returns to
  after completing each action.
• Workspace - a space for constructing a document
  using a set of tools (e.g. database form)
• Sequential - A series of screens that enable a
  person to step through a series of tasks.

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Suitability of the Design Model

• Scalable - can be used for desktop or networked
  application
• Suitable for an environment with many diverse
  applications
• Can change your applications without the need to
  change the conceptual model

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Example Program

• Performance Support
• and Technical Features

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Example Background

• User Clerical level position
• Purpose Administer and register land and
  membership transactions
• Process is governed by over 200 sections of
  legislation
• Supports about 150 possible types of transactions

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Development Cost

• Cost About 100,000
• Development Tools Visual Basic, RoboHelp,
  ObjectVision, Microsoft Access and Word Perfect.
• Development Time 18 months - 4 phases
• Developer inexperienced
• Design Issues
• Employee empowerment

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System Interaction Structure
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Database Component

• Can easily add, change or reorganize transaction
  and task information
• Contains link to help topics, form files,
  performance paths and procedures.
• Reduces the amount of coding and embedding
  business rules in program code.

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Generates External Job Aids

• Prints list of forms and procedures for a
  transaction.
• Prints help topics for clients and decision
  makers.
• Some Forms designed only for the purpose of
  enabling a user to correctly and easily perform a
  task outside of the support system.

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Resources

• The EPSS InfoSitehttp//www.epssinfosite.com
• Bill Millers E-Mailbmiller_at_epssinfosite.com