Download - IDA Arbejdsmiljø
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The digital workplace
Jonas Söderström • IDA Arbejdsmiljø, København • 21 oktober 2015
Cognitive load & Bureaucracy 2.0
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@jonas_blind_hen
#IDA#arbeidsmiljø#stupidsystem
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Stockholm • Göteborg • Malmö
@inuse_swe
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1994 –
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Create new document
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Enterprise software
is far behind
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”One year of incorrect salaries”
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sep 2011 – sep 2012
2 757 hours of overtime
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”Salaries will be incorrect during
all of 2013 because finding the right new
routines will take time”HR Manager
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The digital workplaceas a cause of stress
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Angry, stressed, frustrated with IT
3400 2012
M T W T F
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Angry, stressed, frustrated with IT
3400 2012
M T W T F
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Biggest source of frustration in the office?
1. Slow web applications2. Computer3. Printer4. Boss5. Meetings
1000 2012
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0
5
10
15
Insecure 24h work On alert Dangers
26 %Causing stress
IT Systems
3700 2013
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from 145 to 313 clicks
New system
Renew weapons licence
mean 2 hr 52 mWrite 1 report, shoplifting
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Typical causes
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Too many systems
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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 systemLotus Notes (mail)
Webbmail (mail at home)
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Karolinska InstituteLibrary, Feb. 18
110 employees
117 systems
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• 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 ...
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Systems are different
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11.11.1511-11-152015-11-1115.11.11
1959-03-21-1273
590321-1273
19590321-1273
195903211273
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John reports hours worked in two systems: one uses comma, the other point
1,5 hrs 1.5 hrs
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What happens if he uses a comma in the system that wants a point?
1,5 hrs 1,5 hrs
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System ignores comma and records 15 hours, without any error message.
15 hrs
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x-ray delta one/flickr under a cc-license
OUR PROJECT
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The user’s experience
pchw
eat/!i
ckr u
nder
cc-li
cens
e
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Implementation:Quick
Uncoordinated
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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 ML S L S
Early summer 2013
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Burden of vigilance
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stupidsystem.org:The doctor that rocks the mouse
Photo: Henrik Ahlén
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Inferior design
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1 2 3 4
Next >>
Basket Shipping Con"rm Pay
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How to pay the invoice?
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Digital systems typically has
weak signigifiers (affordances)
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This creates an unprecedented
level of cognitive load
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cognitive load at an
unprecedented level
Consequences:
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But people are also
ingenious
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Photo: Richard Gatarski
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Photo: Richard Gatarski
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But it’s not just a design
issue
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Chores, not work
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IT command&
control+
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NPM Excessive
documentationProcess managment
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”... all the software designed to save us from
administrative responsibilities turned us
into part- or full-time administrators”
David Graeber
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Electronic Health Records:
”created the need for another person”
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Digital systems means new possibilities ...... for bureaucrats,
too.
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Controls my work ”in an annoying
and unreasonable way”8000 Unionen, 2012
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Digital taylorism
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lack of trustcreating
conscience stress
Consequences:
””
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Business impacts
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Sand Hill 2012 Enterprise systems study
17% end user productivity loss
300
”The economic value of losses outweighs
100% of total IT spend.
Ouch.”
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Firstdefinition of ”digital work environment”
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Any part of the working environment where you
interact with or are
controlled by digital systems
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Digital work enivironment
Technicalquality
Adapted to humans
and task
Impact on the way we work
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Good
simple, intuitive
easy to "nd, hard to make
mistakes, good training
nocrashes,
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
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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
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Digital work environment
the whole picture
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digital aspects of work environment
social & organizational
aspects of work
environment
physical aspects of work
environment
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digital aspects of work environment
social & organizational
aspects of work
environment
physical aspects of work
environment
Mouse armiPad neck
SMS-thumb sight
command & control,
surveillance,distrust,
etc
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Physical + digital:The control room
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What to do?
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Call to action
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”ict stress”
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digital work enivironment
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See the whole picture
☜
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”IT-rond”
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Bild: Karin Båtelson, överläkare SU
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• 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
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Bild: Karin Båtelson, överläkare SU
VerksamhetschefIT-ansvarig på olika nivåerSystemleverantörLäkare(/ssk/sekr)
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Competence in interaction
design, usability and IT
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Are you really empowering users?
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Fight stressFight bureacracy
Empower and delight users
We need to
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EmpowermentTrust
Self-organizingFreedom
ControlDistrust
vs
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Legislation
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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)
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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)
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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
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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
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Reality check
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Not allowed their say in IT project
2008 2010 2014
44 %58 % 66 %
3 x ca 1000 Unionen
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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)
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© Jan Gulliksen, Bengt Göransson and Åsa Cajander
15 years
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Demand ”consumer-grade usability”
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Thank you!Mail:[email protected]
Twitter:@Jonas_Blind_Hen
Site:stupidsystem.orginuse.se
Speakerdeck:Jonas Söderström
Bild: Pelle Sten
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Further reading 1
David Boyle:The Human
Element
Gary Hamel:What matters
now
John Seddon:Freedom from
Command & Control
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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
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Sources & links”A Busy Doctor’s Right Hand, Ever Ready to Type”NY Times, Jan. 12, 2014http://www.nytimes.com/2014/01/14/health/a-busy-doctors-right-hand-ever-ready-to-type.html26% of "rst responders stressed by IT systemsArnetz, 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/
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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