Closing keynote NES conference, Lillehammer 2015

Closing keynote NES conference, Lillehammer 2015

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

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Jonas Söderström

November 04, 2015
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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

  5. None
  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
  10. None
  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

  21. None
  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

  25. None
  26. None
  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

  32. None
  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

  49. None
  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
  62. None
  63. None
  64. None
  65. None
  66. None
  67. None
  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

  84. None
  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
  100. None
  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