Developing Information Communication Technologies for the Human Services - Information Communication Technologies for Human Services Education and Delivery - page 166

were asked to complete a short questionnaire
on the usefulness and functionality of e-WRAP.
Both quantitative and qualitative data was col-
lected on degree of comfort, ease of use, areas
for improvement with specific feedback sought
on use of video on demand, employer data bases
and types of jobs. Respondents were asked what
they liked the most about e-WRAP and what they
liked the least. Five point rating scales were used
to assess levels of satisfaction. Users were asked
where they would prefer e-WRAP to be located
to ascertain where people would like to access
this resource and ultimately whether or not they
would use e-WRAP themselves or recommend it
to family or friends recovering from mental illness
seeking employment.
Observations at the trials and Conference,
combined with informal and formal feedback,
indicated that users were able to complete tasks
with ease and success as well as having high levels
of satisfaction. The project team was mindful of the
importance of the successful completion of tasks in
a timely manner as more significant than reported
user satisfaction. Participants acknowledged that
whilst there are numerous work search systems
available none of these are tailored specifically
to the needs of people recovering from mental
illness and that e-WRAP is a much needed and
welcome resource to assist people recovering from
mental illness to achieve their vocational goals.
All respondents commented favorably about e-
WRAP and supported the idea of developing a
live version that included data bases of employ-
ers as well as links to all of the other databases
indicated in the proto-type.

analysis include contextual interviews, individual
interviews, online surveys and focus groups.
Contextual interviews provide essential informa-
tion on the intended user group through careful
listening and observations of users while they are
engaged with the technologies. Individual inter-
views, online surveys and focus groups allow for
more in-depth understanding of users attitudes,
beliefs, fears and concerns and the degree to
which these are shared amongst members of the
user group. Task analysis assists in identifying
the processes and tasks associated with project
design to achieve the desired outcomes focusing
on how users achieve their goals and the steps
involved in doing so. Personas aid the design of
suitable ICTs by providing a constant reference
point for all design decisions on a hypothetical user
that embodies the main features of the intended
user population. Scenarios based on personas
provide greater detail about users' goals and as-
sociated tasks, needs and levels of comfort with
ICTs. Usability testing throughout all stages of
the design process assists in assessing both user
performance and preference as data is collected on
navigation, successful completion of tasks, speed
and levels of satisfaction. This design process
facilitates the development and application of
information communication technologies that are
relevant for the human services. Social workers
are encouraged to embrace new technologies to
improve service provision and enhance quality
of life without compromising ethical standards
of practice pertaining to client confidentiality,
privacy and self-determination.

referenceS

concluSion

W3C. (2005). Leading the Web to its full po-
tential. Retrieved August 19, 2005, from http://
www.w3.org

As illustrated in the case scenario of e-WRAP,
developing useful and usable Information Com-
munication Technologies for the human services
requires in-depth knowledge and understanding
of the intended user group. Techniques for user

Bloomquist, A., & Arvola, M. (2002). Personas
in action: Ethnography in an interaction design
team. Nordic CHI, 12 (23).