Usability of IT-systems is more than interaction quality - The need of communication and business process criteria
The design and evaluation of IT-systems are usually supported by different usability criteria. Our
hypothesis is that criteria are predominantly formulated as supporting interaction between a user and
an IT-system. We are claiming that there is a need for criteria formulated at higher levels such as
communication and business processes. One example of a criterion formulated at the interaction level
is “Visibility of system status” and one example of a criterion formulated at the business process level
is “Quality of work”. If criteria is formulated and used on the interaction level only, the impact on
design and evaluation can only take place at this level. This choice will also mean that you are only
able to speculate whether the IT-system is supporting higher levels. We are not saying that criteria
belonging to the interaction level are unimportant; rather we are saying that there is a need for
formulating complementing criteria that resides on the communication and business process level.
Croholm, Stefan and Bruno, Vince, "Usability of IT-systems is more than interaction quality - The need of communication and business process criteria" (2009). ECIS 2009 Proceedings. 436.