User-centered Process Research Articles

Representation and presentation of knowledge and processes – an integrated approach for a dynamic communication-intensive environment

PurposeKnowledge- and communication-intensive domains still long for a better support of creativity that considers legal requirements, compliance rules and administrative tasks as well, because current systems focus either on knowledge representation or business process management. The purpose of this paper is to discuss our model of integrated knowledge and business process representation and its presentation to users.Design/methodology/approachThe authors follow a design science approach in the environment of patent prosecution, which is characterized by a highly standardized, legally prescribed process and individual knowledge study. Thus, the research is based on knowledge study, BPM, graph-based knowledge representation and user interface design. The authors iteratively designed and built a model and a prototype. To evaluate the approach, the authors used analytical proof of concept, real-world test scenarios and case studies in real-world settings, where the authors conducted observations and open interviews.FindingsThe authors designed a model and implemented a prototype for evolving and storing static and dynamic aspects of knowledge. The proposed solution leverages the flexibility of a graph-based model to enable open and not only continuously developing user-centered processes but also pre-defined ones. The authors further propose a user interface concept which supports users to benefit from the richness of the model but provides sufficient guidance.Originality/valueThe balanced integration of the data and task perspectives distinguishes the model significantly from other approaches such as BPM or knowledge graphs. The authors further provide a sophisticated user interface design, which allows the users to effectively and efficiently use the graph-based knowledge representation in their daily study.

UNBODY: A Poetry Escape Room in Augmented Reality

The integration of augmented reality (AR) technology into personal computing is happening fast, and augmented workplaces for professionals in areas such as Industry 4.0 or digital health can reasonably be expected to form liminal zones that push the boundary of what currently possible. The application potential in the creative industries, however, is vast and can target broad audiences, so with UNBODY, we set out to push boundaries of a different kind and depart from the graphic-centric worlds of AR to explore textual and aural dimensions of an extended reality, in which words haunt and re-create our physical selves. UNBODY is an AR installation for smart glasses that embeds poetry in the user’s surroundings. The augmented experience turns reality into a medium where holographic texts and film clips spill from dayglow billboards and totems. In this paper, we develop a blueprint for an AR escape room dedicated to the spoken and written word, with its open source code facilitating uptake by others into existing or new AR escape rooms. We outline the user-centered process of designing, building, and evaluating UNBODY. More specifically, we deployed a system usability scale (SUS) and a spatial interaction evaluation (SPINE) in order to validate its wider applicability. In this paper, we also describe the composition and concept of the experience, identifying several components (trigger posters, posters with video overlay, word dropper totem, floating object gallery, and a user trail visualization) as part of our first version before evaluation. UNBODY provides a sense of situational awareness and immersivity from inside an escape room. The recorded average mean for the SUS was 59.7, slightly under the recommended 68 average but still above ‘OK’ in the zone of low marginal acceptable. The findings for the SPINE were moderately positive, with the highest scores for output modalities and navigation support. This indicated that the proposed components and escape room concept work. Based on these results, we improved the experience, adding, among others, an interactive word composer component. We conclude that a poetry escape room is possible, outline our co-creation process, and deliver an open source technical framework as a blueprint for adding enhanced support for the spoken and written word to existing or coming AR escape room experiences. In an outlook, we discuss additional insight on timing, alignment, and the right level of personalization.

The implementation of virtual reality in digital factory—a comprehensive review

The global trend in manufacturing has shifted from a manufacturing-centric process toward a user-centric process. This has resulted in a shorter lifespan and a high product replacement rate of any consumer product. Germany has introduced the concept of Industry Revolution 4.0 (IR 4.0) to convert manufacturing processes and mechanisms into cyber-physical systems (CPS). Digital factory, being the first step into CPS and IR4.0, is being targeted as the most important evolution of the manufacturing industry. This paper defines digital factories and their differences between other similar domains such as smart factories, CPS, and virtual factories. The requirements and goals of a digital factory are explained in detail to facilitate future digital factory tool developments. Furthermore, the current challenges faced in the implementation of the digital factory are proposed to be approached by adapting an interoperable virtual reality technology. This paper emphasizes the usage of virtual reality (VR) in simulating a digital factory that aids in the decision-making and efficient operation of a manufacturing facility. Furthermore, recommendations gathered from previous studies for developing VR-based digital factory tools are also explained in detail in this paper.

Home Monitoring System for Comprehensive Geriatric Assessment in Patient's Dwelling: System Design and UX Evaluation.

Population aging threatens the sustainability of welfare systems since it is not accompanied by an extended healthy and independent period in the last years of life. The Comprehensive Geriatric Assessment (CGA) has been shown to be efficient in maintaining the healthy period at the end of the life. Frailty monitoring is typically carried out for an average period of 6 months in clinical settings, while more regular monitoring could prevent the transition to disability. We present the design process of a system for frailty home monitoring based on an adapted CGA and the rationale behind its User eXperience (UX) design. The resulting home monitoring system consists of two devices based on ultrasound sensors, a weight scale, and a mobile application for managing the devices, administering CGA-related questionnaires, and providing alerts. Older users may encounter barriers in their usage of technology. For this reason, usability and acceptability are critical for health monitoring systems addressed to geriatric patients. In the design of our system, we have followed a user-centered process, involving geriatricians and older frail patients by means of co-creation methods. In the iterative process of design and usability testing, we have identified the most effective way of conducting the home-based CGA, not just by replicating the dialogue between the physician and the patient, but by adapting the design to the possibilities and limitations of mobile health for this segment of users. The usability evaluation, carried out with 14 older adults, has proved the feasibility of users older than 70 effectively using our monitoring system, additionally showing an intention over 80% for using the system. It has also provided some insights and recommendations for the design of mobile health systems for older users.

GOTRIPLE: A User-Centric Process to Develop a Discovery Platform

Social sciences and humanities (SSH) research is divided across a wide array of disciplines, sub-disciplines and languages. While this specialization makes it possible to investigate the extensive variety of SSH topics, it also leads to a fragmentation that prevents SSH research from reaching its full potential. The TRIPLE project brings answers to these issues by developing an innovative discovery platform for SSH data, researchers’ projects and profiles. Having started in October 2019, the project has already three main achievements that are presented in this paper: (1) the definition of main features of the GOTRIPLE platform; (2) its interoperability; (3) its multilingual, multicultural and interdisciplinary vocation. These results have been achieved thanks to different methodologies such as a co-design process, market analysis and benchmarking, monitoring and co-building. These preliminary results highlight the need for respecting diversity of practices and communities through coordination and harmonization.

Investigation of a Mobile Health Texting Tool for Embedding Patient-Reported Data Into Diabetes Management (i-Matter): Development and Usability Study.

BackgroundPatient-reported outcomes (PROs) are increasingly being used in the management of type 2 diabetes (T2D) to integrate data from patients’ perspective into clinical care. To date, the majority of PRO tools have lacked patient and provider involvement in their development, thus failing to meet the unique needs of end users, and lack the technical infrastructure to be integrated into the clinic workflow.ObjectiveThis study aims to apply a systematic, user-centered design approach to develop i-Matter (investigating a mobile health [mHealth] texting tool for embedding patient-reported data into diabetes management), a theory-driven, mobile PRO system for patients with T2D and their primary care providers.Methodsi-Matter combines text messaging with dynamic data visualizations that can be integrated into electronic health records (EHRs) and personalized patient reports. To build i-Matter, we conducted semistructured group and individual interviews with patients with T2D and providers, a design thinking workshop to refine initial ideas and design the prototype, and user testing sessions of prototypes using a rapid-cycle design (ie, design-test-modify-retest).ResultsUsing an iterative user-centered process resulted in the identification of 6 PRO messages that were relevant to patients and providers: medication adherence, dietary behaviors, physical activity, sleep quality, quality of life, and healthy living goals. In user testing, patients recommended improvements to the wording and timing of the PRO text messages to increase clarity and response rates. Patients also recommended including motivational text messages to help sustain engagement with the program. The personalized report was regarded as a key tool for diabetes self-management by patients and providers because it aided in the identification of longitudinal patterns in the PRO data, which increased patient awareness of their need to adopt healthier behaviors. Patients recommended adding individualized tips to the journal on how they can improve their behaviors. Providers preferred having a separate tab built into the EHR that included the personalized report and highlighted key trends in patients’ PRO data over the past 3 months.ConclusionsPRO tools that capture patients’ well-being and the behavioral aspects of T2D management are important to patients and providers. A clinical trial will test the efficacy of i-Matter in 282 patients with uncontrolled T2D.Trial RegistrationClinicalTrials.gov NCT03652389; https://clinicaltrials.gov/ct2/show/NCT03652389

Chapter 26 - Hearing the needs of clinical users

In the past 10 years, brain-computer interfaces (BCIs) for controlling assistive devices have seen tremendous progress with respect to reliability and learnability, and numerous exemplary applications were demonstrated to be controllable by a BCI. Yet, BCI-controlled applications are hardly used for patients with neurologic or neurodegenerative disease. Such patient groups are considered potential end-users of BCI, specifically for replacing or improving lost function. We argue that BCI research and development still faces a translational gap, i.e., the knowledge of how to bring BCIs from the laboratory to the field is insufficient. BCI-controlled applications lack usability and accessibility; both constitute two sides of one coin, which is the key to use in daily life and to prevent nonuse. To increase usability, we suggest rigorously adopting the user-centered design in applied BCI research and development. To provide accessibility, assistive technology (AT) experts, providers, and other stakeholders have to be included in the user-centered process. BCI experts have to ensure the transfer of knowledge to AT professionals, and listen to the needs of primary, secondary, and tertiary end-users of BCI technology. Addressing both, usability and accessibility, in applied BCI research and development will bridge the translational gap and ensure that the needs of clinical end-users are heard, understood, addressed, and fulfilled.

Investigating educational mobile apps for agriculture

Successful mobile apps require user-centred processes for engaging users in app development. Mobile apps can deliver essential information for agriculture, such as market information, and environmental principles; assist farming activities, such as disease management; and provide expert consultation and education. In this light, the objective of this article is twofold: firstly to depict the current status of agricultural mobile apps provision; and secondly to implement and evaluate two educational mobile apps, for beekeeping and olive cultivation, following a user-centred process for involving agricultural stakeholders. The literature and market review show that there is an increasing interest in agricultural mobile apps and a very limited number of agricultural mobile apps. The used methodology can serve as a roadmap for other agricultural sub-sectors or business sectors. The mobile app evaluation highlighted the need for providing certified, in-time, and localised information for specific agricultural activities.

From needs to deeds

PurposeThis paper aims to study a change process on a university campus from a pedagogical perspective. The aim of the process, as expressed by facilities management and faculty leadership, was to create campus learning landscapes that promote social encounters and learning between students and researchers, as well as other embedded groups. The paper addresses how pedagogical needs are or should be integrated in the design process.Design/methodology/approachThe data of this case study regarding change on campus consist of semi-structured interviews of information-rich key stakeholders identified using snowball sampling method. The interviews were analysed to find common themes and reference to pedagogical needs and expectations.FindingsCampus usability and reliability are improved when pedagogy informs the design, and needs such as sense of belonging (human) and connectivity (digital) are fulfilled. User-centred design should be followed through during the whole campus change process, and there should be sufficient communications between user groups.Research limitations/implicationsThe discussion is based on one case. However, the recommendations are solid and also reflected in other related research literature regarding campus change initiatives.Practical implicationsThe paper states recommendations for including pedagogical needs in campus learning landscape change and underlines the role of real user-centred processes in reaching this goal.Originality/valueThe study introduces the concept of campus reliability and highlights a missing link from many campus change cases – pedagogy – which is suggested to be essential in informing campus designs that produce usable and reliable future-ready outcomes.

Developing the family support tool: An interactive, web-based tool to help families navigate the complexities of surrogate decision making in ICUs

IntroductionAlthough family members of incapacitated, critically ill patients often struggle in the role of surrogate decision maker, there are no low-cost, easily-scaled interventions to address this problem. Aim of the studyTo develop and pilot-test the Family Support Tool, an interactive, web-based tool to help individuals navigate the complexities of surrogate decision making in ICUs. Material and methodsWe used a mixed methods, user-centered process to create the Family Support Tool, including: 1) creation of a preliminary design by an expert panel; 2) engagement of a key stakeholder panel to iteratively refine the preliminary design; 3) user testing of a low-fidelity prototype of the tool by 6 former ICU surrogates; 4) creation of a web-based prototype; and 5) user testing of the web-based prototype with 14 surrogates and ICU physicians, including semi-structured interviews and quantitative measurement of usability, acceptability, and perceived effectiveness. ResultsThe initial design contained a collection of videos and exercises designed to help individuals understand the surrogate's role and think through the patient's values and preferences. Based on family stakeholders' feedback about the emotional overwhelm they experience early in an ICU stay, we redesigned the tool to be viewed in sections, with the first section focused on decreasing surrogates' emotional distress, and later sections focused on helping surrogates prepare for family meetings. Surrogates actively making decisions in the ICU judged the final tool to be highly usable (mean summary score 83.5, correlating to 95th percentile when normalized to devices of its type), acceptable (mean 4.2 +/− 0.5 out of 5), and effective (mean 4.3 +/− 0.6 out of 5). All surrogates reported the tool helped them consider goals of care and all indicated they would recommend the tool to a friend. ConclusionsWe successfully developed a web-based tool to help individuals navigate the complexities of surrogate decision making in ICUs that has high potential for scalability. Surrogates judged the tool to be usable, acceptable, and effective. These data support proceeding to test the tool in a pilot randomized clinical trial.

Research note: Development of a comprehensive plan scorecard for healthy, active rural communities

Rural environments present unique barriers and opportunities for healthy living, and yet planning-for-health research and practice guides focus primarily on urban and suburban environments. “Healthy Rural Community Design: A Scorecard for Comprehensive Plans” is a new comprehensive plan assessment tool to help rural and small town communities promote active living and healthy eating. Focus groups and workshops with rural planners and public health practitioners informed the tool’s development. This iterative, user-centered process of tool evaluation and revision continues. The scorecard can help rural planners and public health practitioners: identify strengths in planning policy and areas for improvement; engage diverse stakeholders in planning for health; start a dialogue between health and planning practitioners; and generate ideas for policy, systems, and environmental change for healthier, more prosperous, and more sustainable rural and small town communities.

User-Centered App Adaptation of a Low-Intensity E-Mental Health Intervention for Syrian Refugees.

Introduction: The aim of this study is to describe the initial stages of the iterative and user-centered mobile mental health adaptation process of Step-by-Step (SbS), a modularized and originally web-based e-mental health intervention developed by the World Health Organization (WHO). Given the great need for improving the responsiveness and accessibility of health systems in host countries, the EU-funded STRENGTHS consortium studies the adaptation, implementation and scaling-up of SbS for Syrian refugees in Germany, Sweden and Egypt. Using early prototyping, usability testing and identification of barriers to implementation, the study demonstrates a user-centered process of contextual adaptation to the needs and expectations of Syrian refugees.Materials and Methods: N = 128 adult Syrian refugees residing in Germany, Sweden and Egypt took part in qualitative assessments. Access, usage, and potential barriers regarding information and communication technologies (ICTs) were assessed in free list interviews. Interactive prototypes of the app were presented in key informant interviews and evaluated on usability, user experience and dissemination strategies. Focus groups were conducted to verify the results. The interview protocols were analyzed using inductive and deductive thematic analysis.Results: The use of digital technologies was found to be widespread among Syrian refugees. Technical literacy and problems with accessing the internet were common barriers. The majority of the respondents reacted positively to the presented app prototypes, stressing the potential health impact of the intervention (n = 28; 78%), its flexibility and customizability (n = 19; 53%) as well as the easy learnability of the app (n = 12; 33%). Aesthetic components (n = 12; 33%) and the overall length and pace of the intervention sessions (n = 9; 25%) were criticized in regard to their negative impact on user motivation. Acceptability, credibility, and technical requirements were identified as main barriers to implementation.Discussion: The study provided valuable guidance for adapting the app version of SbS and for mobile mental health adaptation in general. The findings underline the value of contextual adaptation with a focus on usability, user experience, and context specific dissemination strategies. Related factors such as access, acceptability and adherence have major implications for scaling-up digital interventions.

Adaptive design of a clinical decision support tool: What the impact on utilization rates means for future CDS research.

OBJECTIVEWe employed an agile, user-centered approach to the design of a clinical decision support tool in our prior integrated clinical prediction rule study, which achieved high adoption rates. To understand if applying this user-centered process to adapt clinical decision support tools is effective in improving the use of clinical prediction rules, we examined utilization rates of a clinical decision support tool adapted from the original integrated clinical prediction rule study tool to determine if applying this user-centered process to design yields enhanced utilization rates similar to the integrated clinical prediction rule study.MATERIALS & METHODS: We conducted pre-deployment usability testing and semi-structured group interviews at 6 months post-deployment with 75 providers at 14 intervention clinics across the two sites to collect user feedback. Qualitative data analysis is bifurcated into immediate and delayed stages; we reported on immediate-stage findings from real-time field notes used to generate a set of rapid, pragmatic recommendations for iterative refinement. Monthly utilization rates were calculated and examined over 12 months.RESULTSWe hypothesized a well-validated, user-centered clinical decision support tool would lead to relatively high adoption rates. Then 6 months post-deployment, integrated clinical prediction rule study tool utilization rates were substantially lower than anticipated based on the original integrated clinical prediction rule study trial (68%) at 17% (Health System A) and 5% (Health System B). User feedback at 6 months resulted in recommendations for tool refinement, which were incorporated when possible into tool design; however, utilization rates at 12 months post-deployment remained low at 14% and 4% respectively.DISCUSSIONAlthough valuable, findings demonstrate the limitations of a user-centered approach given the complexity of clinical decision support.CONCLUSIONStrategies for addressing persistent external factors impacting clinical decision support adoption should be considered in addition to the user-centered design and implementation of clinical decision support.

How do user-centered design studies contribute to cartography?

I ask in this essay: How do user-centered design studies contribute to cartography? Scholars in related fields increasingly recognize the intellectual value of employing user-centered processes to improve a single product and identify new design considerations for future products. To this end, I propose an analytical framework for organizing the contributions of user-centered design studies that includes eight opportunities for advancing cartography: (1) domain gap analyses, (2) adapted or novel user-centered methods, (3) streamlined user-centered design processes, (4) transferable design insights, (5) comprehensive user-centered design case studies, (6) novel or unique maps and visualizations, (7) summative controlled experiments, and (8) new insights into pressing geographic problems. I apply this framework against my own collaborative work in a retrospective analysis of three UCD case studies: the GeoVISTA CrimeViz visual analytics tool, the NOAA Lake Level Viewer climate change visualization, and the UW Cart Lab Global Madison mobile map.

User-Centric Process Management System for Digital Transformation of Production

Abstract Digital transformation is one of the most influential developments of our time, leading to profound changes in production work. The creation of sustainable structures in existing or expanding production environments, without losing sight of people, requires Industry 4.0 solutions that are future-proof, cost-effective and can be used as needed. In order to meet these challenges, a high level of user acceptance has to be achieved and the process of digital transformation has to be designed, taking the experience of the employees into account. This article presents an approach for the digitization of the foreman experience by using enterprise models in a user-centric process management system. A baseline concept for digital transformation is applied to evaluate the solution’s contribution to industry 4.0 capability in small and medium sized enterprises.

User experience of government documents: A framework for informing design decisions

People still use documents in many everyday government processes. From tax payments to passport requests, citizens have to interact with low-interactivity information artifacts such as reports, maps and datasets, among many others. Despite efforts to improve information delivery in the public sector, effective information usage remains a critical topic of action and research. The user experience of government documents has rarely been assessed, despite them being regularly published and frequently used. Considering this, the two following research questions arise: 1) How can government documents be classified (or grouped) in terms of user experience? 2) How can the user experience of government documents be monitored over time in order to inform design decisions? Working with a public agency in Chile, we develop and test a classification and monitoring framework based on two online surveys (N = 338 and N = 298). We then propose a framework for understanding user experience of government documents in these three dimensions: interaction goal, volume of information and ease of understanding. Using a graphical representation to classify user experience provides greater visibility of the current status of information produced by a public organization. Furthermore, by monitoring the user experience of a government document at different times, organizations can understand the effect of their design decisions and improve their service quality by implementing user-centered processes.

El impacto de la cultura del diseño en el éxito de las organizaciones

El Design Thinking, o pensamiento de diseño, más que una metodología es una filosofía de trabajo usada en procesos de innovación, que utiliza herramientas y metodologías que, por lo general, usan diseñadores para resolver problemas complejos (Mora, 2012). De igual forma permite centrarse en el descubrimiento de insights, un proceso centrado en el usuario que hace énfasis en la observación, la colaboración, el aprendizaje rápido y la visualización de ideas que se complementa con la filosofía de desarrollo de clientes por medio del prototipado rápido y la construcción de las características mínimas del producto o servicio (Mora, 2012). El desarrollo de un modelo para la medición de este impacto dentro de las culturas organizacionales fue el eje central de esta investigación.

Making graph visualization a user-centered process

Many problems in application domains deal with graphs. Graphs are often visualized into node-link diagrams for better understanding of them. Traditionally, graphs are visualized to meet some pre-defined quality metrics, or aesthetics. It is commonly agreed that graphs that are drawn based on aesthetics are more likely to be not only beautiful but also comprehensible. However, those aesthetics were originally proposed by researchers based on their intuitions from a designer’s perspective. Although some of them have been empirically validated, to produce truly user cognitively friendly visualizations,well-grounded cognitive theories and design guidelines are needed.In this paper, we attempt to explore a cognitive approach that follows a user-centered process in visualizing graphs. We begin by proposing a graph visualization model, which is further conceptualized into a two-stage assessment cycle. It is argued that to provide effective cognitive support, it is essential to understand the cognitive process of a particular task in association with the attributes of the end user and the visual representation, and that to develop a set of design principles, what cognitive processes or graph reading strategies are involved should be part of evaluation. We materialized the model by reviewing the literature and providing relevant examples in the context of providing cognitive support and understanding cognitive process. We introduce theories from other disciplines such as perceptual and cognitive psychology, summarize methodologies that have been used in prior research, and discuss their implications for producing user-centered visualizations.

The design of a composite folding bike to improve the user experience of commuters

Over the last years, the popularity of folding bikes has been increasing as a result of the rise of multi-modal transport. They are used by commuters as a complement to public transport. Despite the increasing popularity, the current market offer of folding bikes still represents quite some restrictions and downsides which decrease their usability. This paper shows a user-centred process of designing and prototyping a composite folding bike with the aim of improving the user experience of folding bike using commuters. By improving the usability and ease of use of folding bikes, their full potential can be unlocked. The design process led to a disruptive folding bike design with front and rear single-sided offset wheel mounting. The concept excels in its intuitive and quick folding mechanism, superior riding performance and comfort, adjustability and overall ease of use. In addition to the design process and prototyping of the folding bike, this extended abstract elaborates on the performed user tests and its results. These tests range from the impact of offset wheels to the intuitiveness of the folding mechanism and were performed in order to prove different aspects of the design. This research shows how rethinking and redesigning a bike concept (product) from scratch, using a user-centred design process and taking into account the three aspects — business, technology and people — can lead to a disruptive design that improves usability and the overall user experience of the stakeholders.

A set of prescribed activities for enhancing requirements engineering in the development of usable e-Government applications

Over the last years, e-Government applications have become indispensable in every country as they help stakeholders carry out tasks with the administration. However, and despite their growing usage, most of these applications are created through a developer-centered approach instead of a user-centered one, using traditional development processes that do not fit well with the diversity of stakeholders and existing legislation that involve e-Government applications today. Besides, usability is an important clue in the development of such solutions, so a user-centered approach, combined with a successful stakeholder and legislation analysis, should be considered overall. This paper is focused on addressing these concerns, and it provides a set of prescribed activities, tasks and products to be carried through a user-centered process in order to design usable web-based e-Government solutions. Specifically, our approach considers requirements engineering activities enhancing usability by analyzing the diversity and interests of the stakeholders involved, as well as the specific legislation as a source of organizational requirements. In addition, a validation is provided through a case study, showing the feasibility of the approach presented.