| 1. |
- Christiansson, Marie-Therese, 1966-, et al.
(author)
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A Process Oriented User Test on Public e-Services : The Swedish Municipality Case
- 2014
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In: Proceedings of The 8<sup>th</sup> European Conference on IS Management and Evaluation – ECIME 2014 held at the University of Ghent, Ghent, Belguim. - : Academic Conferences Limited. - 9781910309414 - 9781510602762 ; , s. 39-48
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Conference paper (peer-reviewed)abstract
- This paper elaborates on the potential to design and conduct process-oriented user tests on public e-Services. The purpose is to use key constructs of business process orientation (BPO) to develop a basis for design and communicating the value of user tests in a public e-Service context. Our hypotheses are that user tests can provide valuable results for all actors involved in e-Service development, not only in terms of how to conduct user tests per se, but also to provide incentives for a customer driven focus and highlighting the value derived from user tests. In the municipality case, actors and stakeholders are involved municipalities in an inter-organisational collaboration on e-Service development, i.e. different municipalities, locally and regionally, as well as the supplier. Citizens partaking in a university course conduct the user tests with the eye tracking technology. In total 71 users performed in test sessions on 11 different e-Services in a standard platform provided by one supplier. In this paper, we elaborate on a BPO test design based on basic constructs in the approach compared with findings from reconstructing the test process design used with an implicit approach 2012 and an explicit BPO approach in 2013. Contributions include a generic test-process design for data collection, analysis and delivery to stakeholders in an overall e-Service development. Furthermore, findings from our test sessions and test process design will inspire and guide other universities to collaborate with practitioners. Beside the strength with a real case for the students, user test sessions in collaboration can be an eye-opener to not only for municipalities but also suppliers. Thus, the potential for impacts from test results to be applied in the further development of e-Services has thereby increased.
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| 2. |
- Christiansson, Marie-Therese, 1966-, et al.
(author)
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Testing Communicability in Municipality e-Services
- 2014
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Conference paper (peer-reviewed)abstract
- This paper focuses on the ability to communicate public e-Services, as one part of e-Service evaluation. The purpose is to use and further develop the emerging concept of “communicability” to be used as a base in an evaluation tool in the context of public e-Services. The ability of citizens’ to find, understand and use the e-Services provided is return on investment for public sectors, governments and agencies. The point of departure in this paper is to elaborate on a test process design for data collection and analysis from an empirical driven approach. Empirical grounding is based on a Swedish municipality case with a pilot usability test with eye tracking in 2012 and a second further improved test sessions 2013 on e-Services with citizens partaking in a university course. The research contributions include a further defined concept together with a generic test process for data collection and analysis to be useful as an evaluation tool, in research as in practice. Our research design and experiences from test sessions might also work as an inspiration to other university courses. Further more, findings from our test sessions can be used as a point of departure in formulating guidelines in a handbook to improve communicability in public e-Services.
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| 3. |
- Christiansson, Marie-Therese, 1966-, et al.
(author)
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Testing Communicability in Public e-Services : Process and Outcomes
- 2014
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In: Electronic government and electronic participation. - : IOS Press. - 9781614994282 - 9781614994299 ; , s. 244-253
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Conference paper (peer-reviewed)abstract
- In this paper, a case of testing public e-Service communicability is analysed in terms of process as well as outcomes. Key elements in test processes are defined, together with the meaning of communicability identified in terms of information-oriented metrics. The purpose of our paper is to develop knowledge about how e-Service providers should improve their ability to communicate and support users in finding, understanding and using e-Services. The reconstructed test process design is based of an analysis of gaze replays in citizen test sessions by means of eyetracking technology. Empirical findings on communicability metrics are further grounded in theory. Our main contribution to the research community and the field of practice, are a test process and a communicability framework to support the assessing of e-Service information. The use of wireframes for the e-Service five layers, together with a multifunctional template for data collection, analysis and presentation are introduced.
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| 4. |
- Pettersson, John Sören, 1961-, et al.
(author)
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Perspectives on Ozlab in the cloud : A literature review of tools supporting Wizard-of-Oz experimentation, including an historical overview of 1971-2013 and notes on methodological issues and supporting generic tools
- 2014
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Reports (other academic/artistic)abstract
- The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming. The extensive literature review in the field reported here, however, revealed that the re-usable tools supporting the method do not seem to last more than a few years. Generic systems started to appear around the turn of the millennium, but very few are still in use. New systems are designed nevertheless. The systems and issues presented here should be of interest to people in the field of prototyping interaction design.This review was inspired by the authors’ ongoing re-development of their own Wizard-of-Oz tool, the Ozlab, into a system based on web technology. The report takes stock of some key features of Ozlab as well as reviews and contrasts other re-usable Wizard-of-Oz tools with the ambition to list every generic tool.The introductory chapter compares and contrasts prototyping in general with Wizard-of-Oz prototyping and provides an historical overview of Wizard of Oz in the development of digital interactive systems, spanning the years 1971-2013. Chapter 2 briefly describes the operation of Ozlab, and Chapter 3 presents the literature review of generic WOz tools. Chapter 4 discusses how interaction is supported by WOz tools and Chapter 5 how platform dependency affects the longevity of generic tools, while Chapter 6 points to the limitations in the Wizard-of-Oz method itself from several perspectives. Chapter 7, finally, presents concluding remarks including a list of points for future methodological analysis and development.
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