User Centered Design of Work Processes
We discovered that our sales people primarily use their commission statements to ensure that they are getting paid properly, so we redesigned the statement to 'show our work', that is to show all the math that was used to calculate their commissons.
We watched some of our employees who do audits for banks use some in-house developed software. The employees would do most of their work in MS Word and then laboriously cut and paste into the software. The only reason they do this is that the in-house program does not have a spell checker. This never came out in the 'demo' or 'requirements gathering' only in watching the users use the system."
Kevin Farner
PMO Director
RSM McGladrey
World Usability Day 2007 is sponsored by:
