IDA Arbejdsmiljø, København • 21 oktober 2015

Digital Workplace: Cognitive oad and Bureaucracy 2.0

Transcript

1. The digital workplace Jonas Söderström • IDA Arbejdsmiljø, København • 21 oktober 2015 Cognitive load & Bureaucracy 2.0
2. @jonas_blind_hen #IDA #arbeidsmiljø #stupidsystem
3. Stockholm • Göteborg • Malmö @inuse_swe
5. 1994 –
6. Create new document
8. Enterprise software is far behind
9. ”One year of incorrect salaries”
10. sep 2011 – sep 2012 2 757 hours of overtime
11. ”Salaries will be incorrect during all of 2013 because finding the right new routines will take time” HR Manager
13. The digital workplace as a cause of stress
14. Angry, stressed, frustrated with IT 3400 2012 M T W T F
15. Angry, stressed, frustrated with IT 3400 2012 M T W T F
16. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
17. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 2013
18. from 145 to 313 clicks New system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting
19. Typical causes
20. Too many systems
21. 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
22. Karolinska Institute Library, Feb. 18 110 employees 117 systems
24. • Put in vacation plans - how often? • Hard to learn • ”...how did you handle this system, then?” • Even if each system is used quite seldom … • … some system is used each month or week. Used seldom, but ...
25. Systems are different
26. 11.11.15 11-11-15 2015-11-11 15.11.11 1959-03-21-1273 590321-1273 19590321-1273 195903211273
28. John reports hours worked in two systems: one uses comma, the other point 1,5 hrs 1.5 hrs
29. What happens if he uses a comma in the system that wants a point? 1,5 hrs 1,5 hrs
30. System ignores comma and records 15 hours, without any error message. 15 hrs
31. x-ray delta one/flickr under a cc-license OUR PROJECT
32. The user’s experience pchweat/ ickr under cc-license
34. Implementation: Quick Uncoordinated
35. 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
36. Burden of vigilance
38. stupidsystem.org: The doctor that rocks the mouse Photo: Henrik Ahlén
39. Inferior design
40. 1 2 3 4 Next >> Basket Shipping Con rm Pay
41. How to pay the invoice?
42. Digital systems typically has weak signigifiers (affordances)
43. This creates an unprecedented level of cognitive load
44. cognitive load at an unprecedented level Consequences:
45. But people are also ingenious
46. Photo: Richard Gatarski
47. Photo: Richard Gatarski
48. But it’s not just a design issue
49. Chores, not work
50. IT command & control +
51. NPM Excessive documentation Process managment
52. ”... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators” David Graeber
54. Electronic Health Records: ”created the need for another person”
55. Digital systems means new possibilities ... ... for bureaucrats, too.
56. Controls my work ”in an annoying and unreasonable way” 8000 Unionen, 2012
57. Digital taylorism
58. lack of trust creating conscience stress Consequences: ” ”
59. Business impacts
60. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
61. First definition of ”digital work environment”
62. Any part of the working environment where you interact with or are controlled by digital systems
63. Digital work enivironment Technical quality Adapted to humans and task Impact on the way we work
64. Good simple, intuitive easy to nd, hard to make mistakes, good training no crashes, fast network, instant feedback exibility, simpli ed administration, focus on core tasks, empowerment, freedom Stability, speed Adapted to humans and task Changing the way we work
65. Bad too many clicks, hard to nd, easy to make mistakes, poor or no training crashes, printer trouble, slow network un exibile, burdensome administration, layoffs, dis-empowerment, surveillance Stability, speed Adapted to humans and task Changing the way we work
66. Digital work environment the whole picture
67. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment
68. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment Mouse arm iPad neck SMS-thumb sight command & control, surveillance, distrust, etc
69. Physical + digital: The control room
76. What to do?
77. Call to action
78. ”ict stress”
79. digital work enivironment
80. See the whole picture
81. ”IT-rond”
82. Bild: Karin Båtelson, överläkare SU
83. • 6 åtgärdas direkt – install/inställningsfel • 5 handhavandefel/bristande info till användare • 37 st ligger på Meliorförv • 4 st regional IT-avdelning • 5 st Nät • ... och så vidare 70 problem
84. Bild: Karin Båtelson, överläkare SU Verksamhetschef IT-ansvarig på olika nivåer Systemleverantör Läkare(/ssk/sekr)
85. Competence in interaction design, usability and IT
86. Are you really empowering users?
87. Fight stress Fight bureacracy Empower and delight users We need to
88. Empowerment Trust Self-organizing Freedom Control Distrust vs
89. Legislation
90. Technology, the organization and content of work shall be designed so that the employee is not subjected to physical or mental stress that can lead to illness or accidents. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
91. 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)
92. Planer om indretning eller ændring af lokaler, tekniske anlæg og hjælpemidler m.v. skal forelægges Arbejdstilsynet til udtalelse eller godkendelse, før de bringes til udførelse. Arbejdsmiljøloven, Kapitel 6, § 44
93. Planer om indretning eller ændring af lokaler, tekniske anlæg og hjælpemidler m.v. skal forelægges Arbejdstilsynet til udtalelse eller godkendelse, før de bringes til udførelse. Arbejdsmiljøloven, Kapitel 6, § 44 USER-CENTERED DESIGN: IT’S THE LAW
94. Reality check
95. Not allowed their say in IT project 2008 2010 2014 44 % 58 % 66 % 3 x ca 1000 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