Closing keynote NES conference, Lillehammer 2015

"Stupid bloody system!" Why usability fails
Presentation about the causes of stress in the digital workplace.

Transcript

1. STUPID BLOODY SYSTEM! Jonas Söderström • NES 2015 • Lillehammer 4 november 2015 Why usability fails
2. twitter @jonas_blind_hen #NES2015 #stupidsystem
3. 1994 –
4. Create new document
6. Enterprise software is far behind
7. ”One year of incorrect salaries” 2012
8. sep 2011 – sep 2012 2 757 hours of overtime
9. ”Salaries will be incorrect during all of 2013 because finding the right new routines will take time” Manager
11. The digital workplace as a cause of stress
12. Angry, stressed, frustrated with IT 3400 2012 M T W T F
13. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
14. What do you value most for your job satisfaction? 1. Well-functioning, trouble-free IT systems (87 %) 2. High salary (82 %) 1027 TNS Sifo, 2015
15. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 ” rst responders” Arnetz, 2013
16. from 145 to 313 clicks New system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting 2014
17. Typical causes
18. Too many systems
19. Treserva (social security system) WebbSotis (old social security system) Giraff (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Offentliga jobb (recruiting) Telephone self-service system
20. Karolinska Institute Library, Feb. 18 110 employees 117 systems 2014
22. Systems are different
23. 11.11.15 11-11-15 2015-11-11 15.11.11 1959-03-21-1273 590321-1273 19590321-1273 195903211273
24. Interaction overload
27. John reports hours worked in two systems: one uses comma, the other point 1,5 hrs 1.5 hrs
28. What happens if he uses a comma in the system that wants a point? 1,5 hrs 1,5 hrs
29. System ignores comma and records 15 hours, without any error message. 15 hrs
30. x-ray delta one/flickr under a cc-license OUR PROJECT
31. The user’s experience pchweat/ ickr under cc-license
33. Inferior design
34. 1 2 3 4 Next >> Basket Shipping Con rm Pay
35. How to pay the invoice?
36. Digital systems typically has weak signigifiers (affordances)
37. Burden of vigilance
38. ”Password expired”
39. Implementation: Quick Uncoordinated
40. Major hospital ➡ IP telephony ➡ Pascal, pharmacy system ➡ TakeCare (EMR) ➡ ICF ➡ Smart card login, new functionality M T O T F M T O T F M L S L S Early summer 2013
41. cognitive load at an unprecedented level Consequences:
42. But people are also ingenious
43. Photo: Richard Gatarski
44. Photo: Richard Gatarski
45. But it’s not just a design issue
46. Chores, not work
47. IT command & control +
48. NPM Excessive documentation Process managment
50. Electronic Health Records: ”created the need for another person”
51. Digital systems means new possibilities ... ... for bureaucrats, too.
52. ”... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators” David Graeber, historian
53. Controls my work ”in an annoying and unreasonable way” 2282 Unionen, 2012
54. Digital taylorism
55. lack of trust creating conscience stress Consequences: ” ”
56. Definition of ”digital work environment”
57. Any part of the working environment where you interact with or are controlled by digital systems
58. Digital work enivironment Technical quality Adapted to humans and task Impact on the way we work
59. Good digital workplace simple, intuitive easy to nd, hard to make mistakes, good training no crashes, fast network, instant feedback exibility, less administration, focus on core tasks, freedom (work anywhere, anytime) Stability, speed Well adapted to humans and task Simplifying & empowering
60. Bad digital workplace too many clicks, hard to nd, easy to make mistakes, poor or no training server crashes, slow network, printer trouble un exible, burdensome administration, layoffs, dis-empowerment, surveillance, always reachable Slow, unstable, buggy Not adapted to humans and task Increasing work-load
61. Physical + digital: The control room InUse project: New control room for Stockholm Subway
68. What to do?
69. ”ict stress”
70. digital work enivironment
71. See the whole picture
72. Digitalisation drives complexity.
73. ”simplify”
74. We don’t use IT to simplify anymore.
75. Programming the ENIAC, late 1940ies We did...
76. Joneal Williams-Daw at the UNIVAC 1, 1953
77. Norc, Columbia University’s Watson Lab, 1954
78. but now ...
79. 145 ➡ 313 clicks We use IT to do new things. We use IT to do new things.
80. Exponentially increasing complexity
81. 4 6
82. 5 10 +4 +1
83. 6 15 +5 +1
85. 117 118 +1 +6903
86. ”Software is eating the world” Marc Andressen
87. Everything that eats, also produces excrement. Jonas Söderström
88. Call to action?
89. interaction design + ergonomics + usability
90. ”working in the cloud” likely increased surveillance
91. Fight stress Fight bureacracy Empower and delight users
92. Trust Self-organizing Freedom Control Distrust vs
93. The employee shall be given the opportunity to participate in shaping their own work situation and in change and in development relating to his own work. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
94. Reality check
95. Not allowed their say in IT project 2008 2010 2014 44 % 58 % 66 % ca 1000–2000 Unionen
96. The work environment shall be satisfactory in view of the social and technological developments in society. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
97. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years
98. Demand ”consumer- grade usability”
99. Thank you! Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Speakerdeck: Jonas Söderström Bild: Pelle Sten
101. Further reading 1 David Boyle: The Human Element Gary Hamel: What matters now John Seddon: Freedom from Command & Control
102. Further reading 2 Gojko Adzic: Impactmapping impactmapping.org Henrik Kniberg: How we got rid of time reports – a story of waste elimination http://bit.ly/1m7424d
103. Sources & links ”A Busy Doctor’s Right Hand, Ever Ready to Type” NY Times, Jan. 12, 2014 http://www.nytimes.com/2014/01/14/health/a-busy- doctors-right-hand-ever-ready-to-type.html 26% of rst responders stressed by IT systems Arnetz, 2012: ”Det här är inte vilket yrke som helst!” Reviewed in Swedish here: http://javlaskitsystem.se/ 2014/08/it-system-stressar-blaljuspersonalen-mer-an- faror-och-obekvama-arbetstider/
104. 17% end user productivity loss: 2012 IT Adoption Insight Survey Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012) http://sandhill.com/article/2012-it-adoption-insight- survey-reveals-disturbing-level-of-enterprise- productivity-loss/ David Graeber on administration ”Of Flying Cars and the Declining Rate of Pro t” The Baffler, March 2012 http://thebaffler.com/past/of_ ying_cars Sources & links