On the Loss and Restoration of End User Acceptance

1989 ◽  
Vol 33 (13) ◽  
pp. 797-801
Author(s):  
Robert C. Schwalm ◽  
Linda C. Carlson
Keyword(s):  
Job Security ◽  
User Acceptance ◽  
End Users ◽  
Automated System ◽  
End User ◽  
Frequent User ◽  
User Reviews ◽  
Computer Environment ◽  
Specific Factors

This paper identifies, through a case study, some of the specific factors contributing to the erosion of user acceptance during the redesign of an automated system and the specific steps taken to restore user acceptance. Among the factors contributing to a shift in user attitude are resistance to a new computer environment, a temporary emphasis during design on computer (vs user) issues, less frequent user reviews, and concerns about job security. Steps taken to restore user acceptance include increased contact with end users, familiarizing users with the computer environment, and clarification of system and user roles.

scholarly journals Bottle house: utilising appreciative inquiry to develop a user acceptance model

2020 ◽  
Vol 10 (4) ◽  
pp. 567-583
Author(s):  
Arinola Adefila ◽  
Amal Abuzeinab ◽  
Timothy Whitehead ◽  
Muyiwa Oyinlola
Keyword(s):  
Appreciative Inquiry ◽  
Low Cost ◽  
User Acceptance ◽  
End Users ◽  
Design Solution ◽  
End User ◽  
Middle Income ◽  
Content Type ◽  
Acceptance Model

PurposeThis paper develops a novel user-acceptance model for circular solutions to housing design. The model has been systematically developed from a case study of an upcycled plastic bottle building in a low-income community in Nigeria. It is common practice to use participatory approaches to consult end users in communities, typically after design concepts have been proposed and conceptualised. However, this often leads to critical socio-cultural or usability elements being overlooked and the design being substandard. Therefore, this paper develops a robust model for designers, specialists and activists involved in construction that can be used during all phases of a project. This approach demonstrates that user needs should be considered before building designs and plans are generated, providing a greater frame of reference for practitioners, consultants and end users. Enabling the integration of holistic needs of the community and the development of circular design solution.Design/methodology/approachA case study methodology has been employed to develop this model, uses appreciative inquiry methodology. This includes multiple methods to capture end users’ perception: focus groups, interactions with the local community and self-recorded comments. This case study is part of a broader research project to develop replicable low-cost self-sufficient homes utilising local capacity using upcycled, locally available materials.FindingsThe findings identify the challenges associated with designing circular solution housing without a robust understanding of interrelated factors, which ensure sustainability and user acceptance. The conclusions demonstrate why essential socio-cultural factors, usually unrelated to technical development, should be understood and contextualised when designing sustainable solutions in low/middle-income communities. The authors argue that without this holistic approach, undesirable consequences may arise, often leading to more significant challenges. Instead of referring to multiple frameworks, this distinctive model can be used to evaluate user acceptance for low-cost housing in particular and other dimensions of circular solution design that involve end-user acceptance. The model blends circular solution dimensions with user-acceptance concerns offering a guide that considers essential features that are both user-friendly and pragmatic, such as utility, technological innovation and functionality as well as their intersectionality.Research limitations/implicationsThe research relied on a single case study, which focussed on end-user engagement of upcycling waste materials as an application of circular solutions. The model will contribute to developing socially accepted circular solutions taking into consideration local context factors.Originality/valueThe paper is proposing a model for user acceptance of circular construction materials relevant to low- and middle-income countries (LMICs).

An End-User’s Journey of System Use

2011 ◽  
pp. 124-148
Author(s):  
Zahid Hussain ◽  
Khalid Hafeez
Keyword(s):  
End Users ◽  
Longitudinal Case Study ◽  
End User ◽  
Study Approach ◽  
New Information ◽  
User Attitudes ◽  
System Use ◽  
And Behavior ◽  
Attitudes And Behavior

Using a new information system is a journey that end-users follow, sometimes by choice and at other times by obligation. This journey changes their attitudes and behavior as they explore the system and discover its workings. In this chapter we map such a journey using Morgan’s (1986, 1997) metaphors by tracking a change in end–user attitudes and behavior. We use a longitudinal case study approach to follow this journey, report the direction and any shifts in end-users’ conceptual position. Our results show that within a space of eighteen months the organization’s overall metaphorical stance shifted from the organism to the machine metaphor. This reflects the end-user’s initial optimism for the change to enable ease of working to that of efficiency dictated by the senior management towards the end. This shift was due to organizational conditional factors, such as the ISD methodology.

scholarly journals Navigating Mental Models of Risk and Uncertainty within the Ocean Forecast System: An Oregon Case Study

2019 ◽  
Vol 11 (2) ◽  
pp. 431-447
Author(s):  
Jessica Kuonen ◽  
Flaxen Conway ◽  
Ted Strub
Keyword(s):  
Decision Making ◽  
Mental Models ◽  
Information Seeking ◽  
Scientific Information ◽  
End Users ◽  
Research Approach ◽  
Commercial Fishing ◽  
End User ◽  
Data Provider

Abstract This case study explores how to add value to regional ocean condition forecast information by bringing awareness to the processes that govern decision-making and outcomes within the system. A modified mental models research approach is applied to examine differences and similarities in perceptions of risk and comfort with uncertainty between two interdependent communities, the ocean “data provider” and “end user,” and how these perceptions impact accessibility and usefulness of data products. In this study, data providers are academic and agency scientists from institutions that provide ocean condition forecasts to public end users (n = 17). End users are members of the Oregon commercial-fishing community (n = 16). Comparisons reveal key differences and similarities related to the nature of each profession that impact perceptions of scale in time and space and reveal the ways that cumulative and intersecting risks and uncertainties act as key drivers in decision-making. Implications for expanding the current understanding of how ocean forecasts are produced and used include 1) highlighting the value of optimizing ocean forecast delivery tools based on end-user needs and information-seeking processes already in place, 2) identifying structural and cultural barriers within the data-provider network that prevent them from doing so, and 3) demonstrating the value of learning about both producers and users of scientific information and suggesting potential ways to structure cooperation and strengthen relationships between them by working toward a common desired outcome.

Organizing End-User Training

2012 ◽  
pp. 335-353
Author(s):  
Harri Oinas-Kukkonen ◽  
Sari Hohtari ◽  
Samuli Pekkola
Keyword(s):  
Information Systems ◽  
Training Model ◽  
Systems Development ◽  
End Users ◽  
End User ◽  
Human Behaviors ◽  
User Training ◽  
Development Cycle ◽  
End User Training

Introducing information systems into organizations initiates a change in human behaviors, which is often perceived as obtrusive and distracting. End-user training may help manage this challenge by getting the users familiar with the system and its functionality. However, end-user training is not easy, nor self-evident, as shown in this paper. This is problematic, particularly when organization-wide standards for how to provide training are missing or when the group of end-users is two-layered, that is, both the customers and the staff must be trained. In this paper, the authors describe a qualitative case study of how the end-user training on an e-Bank was organized, and how the training was delivered to its elderly customers. The training model by Simonsen and Sein (2004) is utilized and extended to cover the systems development cycle. The authors argue that an approach that integrates the end-user training with the systems development improves organizational implementation. As a result, this paper makes practical suggestions about the issues related to organizing end-user training.

Harnessing knowledge of building end-users: identifying knowledge brokers that matter

2019 ◽  
Vol 21 (1) ◽  
pp. 19-35
Author(s):  
Zehra Waheed ◽  
Stephen O. Ogunlana
Keyword(s):  
Social Exchange ◽  
Current Theory ◽  
End Users ◽  
User Needs ◽  
User Requirements ◽  
Core Network ◽  
End User ◽  
Content Type ◽  
Knowledge Brokers

Purpose This study aims to investigate projects as social exchange networks, focussing on identifying knowledge brokers within the project network where they are key holders and disseminators of end-user needs. The purpose is to augment current theory through a practice lens so that building end-user requirements can be better incorporated in evolving project ecosystems. Design/methodology/approach An interpretive, an inductive case study is used to map knowledge brokers during a complex construction and co-location project. During the wider study, a variety of methods including archival data, interviews and questionnaires along with social network analysis (SNA) were used. The mixed methodology used has been pivotal in the triangulation of data from various sources. However, the output of SNA presented in this paper relies mostly on interviews and questionnaires administered to the project’s core network. Network relationships were mapped with knowledge of user requirements, being the key determinant of the binary relationships between actors. Findings The research found certain roles to be central knowledge brokers of knowledge related to end-user processes, including real estate and strategic planning, building operations and management, human and environmental factors, planning and project management and facility and service delivery. The knowledge of the above roles, albeit in a contextually situated case study, augments current understanding of which roles to tap on during project execution for better representation of end-user needs. Practical implications The research site is representative of a complex network of construction project stakeholders, including several categories of end-users and their representatives. The study demonstrates the use of the project-as-practice approach, whereby project theory is seen to emerge directly from practice. This has impact on practice as emergent theory about knowledge transfer and knowledge brokerage is essentially practice-led and hence more useful and relate-able to practitioners. Originality/value Research presented here is novel in terms of its approach towards understanding end-user needs such as need for privacy, control, attachment and interaction during construction projects. This is done through the identification of relevant knowledge brokers. The study uses SNA as an analytical tool to map knowledge transfers through the project’s network. End-user requirements are usually captured in the front-end of projects as specifications and deliverables, as new challenges emerge during execution, changes are required to the project’s direction and outcomes. It is therefore imperative that end-user needs are re-identified through knowledge brokers holding key knowledge. This allows project managers to prepare appropriate responses to changing project ecosystems.

scholarly journals SUPPORTING END-USER ARTICULATIONS IN EVOLVING BUSINESS PROCESSES: A CASE STUDY TO EXPLORE INTUITIVE NOTATIONS AND INTERACTION DESIGNS

2012 ◽  
Vol 21 (04) ◽  
pp. 263-296 ◽  
Author(s):  
JAN HESS ◽  
CHRISTIAN REUTER ◽  
VOLKMAR PIPEK ◽  
VOLKER WULF
Keyword(s):  
Business Processes ◽  
End Users ◽  
Work Environments ◽  
Process Models ◽  
End User ◽  
Interaction Technique ◽  
Process Support ◽  
Local Practices ◽  
Modeling Systems

Adaptations of business processes are important in work environments, specifically when process-support needs to be tailored according to changing needs. The creation, management, and adaptation of the process models require typically modeling-experts. While these actors are knowledgeable in formalizing and operationalizing processes end-users who do not necessarily possess sophisticated modeling skills know typically local practices and framing conditions best. In this paper, we present an approach to support users in articulating their needs and to involve them into the (re-)design of process specifications. We explore how end-users reflect upon and articulate about business processes. Based on results of a qualitative study, we present a new, paper-based interaction technique, which enables users with little skills to model processes. The resulting process specifications can be transferred either in paper or in digital form into traditional modeling systems for further elaboration.

An End-User Metadata Model on Object and Element Levels for Business Intelligence Users

2016 ◽  
Vol 7 (2) ◽  
pp. 50-58
Author(s):  
Yuriy Verbitskiy ◽  
William Yeoh
Keyword(s):  
Business Intelligence ◽  
User Satisfaction ◽  
End Users ◽  
End User ◽  
Metadata Model ◽  
Analysis Process ◽  
Report Analysis ◽  
Effective Use ◽  
Case Organization

The effective use of metadata can offer end users an improved understanding and greater level of assurance during the Business Intelligence (BI) report analysis process. This paper reports key findings from a case study that investigates critical end-user metadata issues in a large Australian organization. The findings led to the development of an end-user metadata model on object (report and cube) and element (term and column) levels, which can support effective BI use and potentially increase user satisfaction at the case organization. The adoption and use of BI applications by business stakeholders may be improved by incorporating the end-user metadata model.

Characteristics and Potential for Successful Co-Creation

2017 ◽  
Vol 02 (04) ◽  
pp. 1750015 ◽  
Author(s):  
Faisal Rasool ◽  
Pisut Koomsap ◽  
Meghla Clara Costa
Keyword(s):  
Product Development ◽  
Development Process ◽  
End Users ◽  
Product Development Process ◽  
User Needs ◽  
End User ◽  
Product Success ◽  
High Level ◽  
Different Levels

Co-creation, an active end-users involvement in product development process, has been recognized as an effective way of minimizing risk of misinterpretation of end-user needs and achieving product success. Furthermore, high level of co-creation has seemed to create high perceived value to products. With an aim of encouraging many more firms to involve their end-users in the product development process, a quantitative tool developed to help the firms evaluate their readiness and potential for co-creation is presented in this paper. Important characteristics for co-creation have been established from the literature and have been classified with the help of expert opinion into three different levels: must-have, should-have and nice-to-have. The firms that fulfill all the must-have characteristics are ready for co-creation, and their potential is evaluated from the should-have and nice-to-have characteristics. An exploratory case study on three shoe manufacturers was conducted for illustration.

scholarly journals TRUST IN DECONSTRUCTED RECOMMENDER SYSTEMS. CASE STUDY: NEWS RECOMMENDER SYSTEMS

2019 ◽  
Vol 2019 ◽  
Author(s):  
Marijn Martens ◽  
Ralf De Wolf ◽  
Bettina Berendt ◽  
Lieven De Marez
Keyword(s):  
Decision Making ◽  
Qualitative Study ◽  
Recommender Systems ◽  
End Users ◽  
End User ◽  
Decision Making Processes ◽  
Human Practices ◽  
The Many ◽  
Institutional Choices

Increasingly, algorithms play an important role in everyday decision-making processes. Recommender systems, specifically, are algorithms that serve to influence end-users’ decision-making (e.g. what to read, who to befriend, who to rent to…). However, the companies that develop and produce these systems are not neutral, but have an economic goal and specific vision on how society should operate. These algorithms should thus never be trusted blindly. An algorithm consists of collective human practices and consequently warm human and institutional choices. Therefore, they should be perceived as culture. Despite the many academics that are joining the debate to denounce the bias, opaqueness and unfairness often found in these algorithms, little empirical research has invested in treating algorithms in its socio-technical assembly as culture. To better understand how end-users perceive these algorithmic systems, we strive to understand how they imagine and (dis)trust the different components of the socio-technical assembly. We are demystifying the imagined processes incorporated in these algorithmic systems in the minds of the end-user using a deconstructed version of Buchers’ (2017) algorithmic imaginary. Currently, companies put ever more effort into personalizing news, using news recommender systems (NRS). NRS organize, select and aggregate news to influence the decision-making of an end-user without a transparent explanation on the process. Therefore, we focus our study on the end-users of these NRS. In this qualitative study, we are interviewing 25 end-users of NRS to understand the assumptions and apprehend the (dis-)trust people have about the different elements of the socio-technical assembly of news recommender systems.

scholarly journals Data-Driven Persona Retrospective Based on Persona Significance Index in B-to-B Software Development

2021 ◽  
Vol 31 (01) ◽  
pp. 117-146
Author(s):  
Yasuhiro Watanabe ◽  
Hironori Washizaki ◽  
Yoshiaki Fukazawa ◽  
Kiyoshi Honda ◽  
Masahiro Taga ◽  
...  
Keyword(s):  
Software Development ◽  
Gap Analysis ◽  
End Users ◽  
Data Driven ◽  
End User ◽  
Cloud Application ◽  
Data Driven Approach ◽  
Agile Software ◽  
Business To Business

Business-to-Business (B-to-B) software development companies develop services to satisfy their customers’ requirements. Developers should prioritize customer satisfaction because customers greatly influence agile software development. However, satisfying current customer’s requirements may not fulfill actual users or future customers’ requirements because customers’ requirements are not always derived from actual users. To reconcile these differences, developers should identify conflicts in their strategic plan. This plan should consider current commitments to end users and their intentions as well as employ a data-driven approach to adapt to rapid market changes. A persona models an end user representation in human-centered design. Although previous works have applied personas to software development and proposed data-driven software engineering frameworks with gap analysis between the effectiveness of commitments and expectations, the significance of developers’ commitment and quantitative decision-making are not considered. Developers often do not achieve their business goal due to conflicts. Hence, the target of commitments should be validated. To address these issues, we propose Data-Driven Persona Retrospective (DDR) to help developers plan future releases. DDR, which includes the Persona Significance Index (PerSI) to reflect developers’ commitments to end users’ personas, helps developers identify a gap between developers’ commitments to personas and expectations. In addition, DDR identifies release situations with conflicts based on PerSI. Specifically, we define four release cases, which include different situations and issues, and provide a method to determine the release case based on PerSI. Then we validate the release cases and their determinations through a case study involving a Japanese cloud application and discuss the effectiveness of DDR.

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