Information Technology Reference
In-Depth Information
Twitter and Plurk and the virtual world of Second
Life. In addition to these are Internet sites such as
Wikkipedia, MSN and Google. Most organizations
today have a web presence for marketing, attract-
ing users and conducting business. Increasingly
organizations in the human services are adopting
web technologies to reach user groups to communi-
cate their messages and to increase organizational
efficiencies. However the profusion of informa-
tion on the Internet makes it difficult at times for
users to actually locate the information they are
seeking. This may be due to diversion sites that
can cause considerable frustration, confusion and
time delays or an overload of information, with
many Internet sources unverified. Access to the
Internet can be costly requiring constant updates
and virus protection with some media requiring the
latest versions of sophisticated software to access
them. Available software and the Internet service
provider will also affect access and speed.
These new technologies create both challenges
and opportunities as designers try to reach their
intended user groups using the most appropriate
means and messages, delivered in a timely man-
ner. Central to the success of designing useful and
usable information communication technologies
for the human services is in-depth knowledge and
understanding of the target audience, referred to
hereafter as “users”. The stages involved in the
design process are presented including: user and
task analysis, persona and scenario development
and the establishment of measurable usability
goals. This is followed by a case study of mental
health and employment illustrating the application
of this design process to develop a web enabled
Electronic Work RequirementAwareness Program
(e-WRAP) designed for people recovering from
mental illness seeking employment.
thinking and forming assumptions about what
users would like. The next crucial step is to
test these assumptions against the “reality” of
the users in an endeavor to understand their
needs, expectations, knowledge base, experi-
ence and preferences. Information is also gained
on technologies and software that users have
available to them, for example via broadband
or dial up, as well as the physical environment
where the Internet is accessed. By involving
users in the pre-design stage they become active
and important partners in the design process.
Research techniques that complement each
other for conducting a user analysis comprise:
contextual interviews, individual interviews,
surveys and focus groups (United States Depart-
ment of Health & Human Services, 2008). The
more techniques used the greater the depth of
knowledge gained about the needs of users and
the less likelihood of design errors. A common
mistake to avoid is choosing “flashy” technol-
ogy over accessibility.
contextual interviews
Contextual interviews are similar to participant
observation, and involve observing and listening
to users while they are engaged with the technolo-
gies. These interviews provide information on the
physical and social environment as well as the
technologies available including means of access,
familiarity and level of comfort and support. For
instance a person's use will vary according to
whether they are on broadband or a modem. Dial
up access to the Internet may mean that the users
want to use the web quickly so that a telephone
line is not tied up for extended periods. Access
will vary according to the Internet service provider
with many limiting or denying access during peak
periods. Insights are gained on whether or not
users have anyone who can assist them with the
technology and the nature of this support. Con-
textual interviews are usually informal with the
interviewer mindful of not imposing any changes
uSer analySiS
The main features of user groups are identified
by conducting a user analysis. This involves
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