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The digital workplace
Jonas Söderström • IDA Arbejdsmiljø, København • 21 oktober 2015
Cognitive load & Bureaucracy 2.0
@jonas_blind_hen
#IDA
#arbeidsmiljø
#stupidsystem
Stockholm • Göteborg • Malmö
@inuse_swe
1994 –
Create new document
Enterprise
software
is far behind
”One year of
incorrect salaries”
sep 2011 – sep 2012
2 757 hours
of overtime
”Salaries will
be incorrect during
all of 2013
because finding the right new
routines will take time”
HR Manager
The digital workplace
as a cause
of stress
Angry, stressed,
frustrated with IT
3400 2012
M T W T F
Angry, stressed,
frustrated with IT
3400 2012
M T W T F
Biggest source of
frustration in the office?
1. Slow web applications
2. Computer
3. Printer
4. Boss
5. Meetings
1000 2012
0
5
10
15
Insecure 24h work On alert Dangers
26 %
Causing stress
IT Systems
3700 2013
from 145 to 313 clicks
New system
Renew weapons licence
mean 2 hr 52 m
Write 1 report, shoplifting
Typical
causes
Too many
systems
Treserva (social security system)
WebbSotis (old social security system)
Giraff (internal invoicing)
Horisonten (accounting...
Karolinska Institute
Library, Feb. 18
110 employees
117 systems
• Put in vacation plans - how often?
• Hard to learn
• ”...how did you handle this system, then?”
• Even if each system is...
Systems are
different
11.11.15
11-11-15
2015-11-11
15.11.11
1959-03-21-1273
590321-1273
19590321-1273
195903211273
John reports hours worked in two systems:
one uses comma, the other point
1,5 hrs 1.5 hrs
What happens if he uses a comma
in the system that wants a point?
1,5 hrs 1,5 hrs
System ignores comma and records 15
hours, without any error message.
15 hrs
x-ray delta one/flickr under a cc-license
OUR
PROJECT
The user’s
experience
pchweat/flickrundercc-license
Implementation:
Quick
Uncoordinated
Major hospital
➡ IP telephony
➡ Pascal, pharmacy system
➡TakeCare (EMR)
➡ ICF
➡ Smart card login, new functionality
M T O ...
Burden
of vigilance
stupidsystem.org:
The doctor that rocks the mouse
Photo: Henrik Ahlén
Inferior
design
1 2 3 4
Next >>
Basket Shipping Confirm Pay
How to pay the invoice?
Digital systems
typically has
weak signigifiers
(affordances)
This creates an
unprecedented
level of cognitive
load
cognitive load
at an
unprecedented
level
Consequences:
But people
are also
ingenious
Photo: Richard Gatarski
Photo: Richard Gatarski
But it’s not
just a design
issue
Chores,
not work
IT
command
&
control
+
NPM
Excessive
documentation
Process managment
”... all the software
designed to save us from
administrative
responsibilities turned us
into part- or full-time
administr...
Electronic Health
Records:
”created the need for
another person”
Digital systems means
new possibilities ...
... for bureaucrats,
too.
Controls my work
”in an annoying
and unreasonable way”
8000 Unionen, 2012
Digital
taylorism
lack of trust
creating
conscience
stress
Consequences:
”
”
Business
impacts
Sand Hill 2012 Enterprise systems study
17% end user productivity loss
300
”The economic value
of losses outweighs
100% of...
First
definition of
”digital work
environment”
Any part of the working
environment where you
interact with
or are
controlled by digital
systems
Digital work enivironment
Technical
quality
Adapted
to humans
and task
Impact on the
way we work
Good
simple,
intuitive
easy to find,
hard to make
mistakes,
good training
no
crashes,
fast
network,
instant
feedback
flexi...
Bad
too many
clicks,
hard to find,
easy to make
mistakes,
poor or no
training
crashes,
printer
trouble,
slow
network
unfle...
Digital work
environment
the whole picture
digital aspects of
work environment
social &
organizational
aspects of
work
environment
physical
aspects of work
environme...
digital aspects of
work environment
social &
organizational
aspects of
work
environment
physical
aspects of work
environme...
Physical + digital:
The control room
What
to do?
Call to action
”ict stress”
digital work
enivironment
See the whole
picture
”IT-rond”
Bild: Karin Båtelson, överläkare SU
• 6 åtgärdas direkt – install/inställningsfel
• 5 handhavandefel/bristande info
till användare
• 37 st ligger på Meliorför...
Bild: Karin Båtelson, överläkare SU
Verksamhetschef
IT-ansvarig på olika nivåer
Systemleverantör
Läkare(/ssk/sekr)
Competence in
interaction
design,
usability and IT
Are you really
empowering users?
Fight stress
Fight bureacracy
Empower and
delight users
We need to
Empowerment
Trust
Self-organizing
Freedom
Control
Distrust
vs
Legislation
Technology, the organization
and content of work shall be
designed so that the employee
is not subjected to physical or
me...
The employee shall be given
the opportunity to participate
in shaping their own work
situation and in change
and in develo...
Planer om indretning eller
ændring af lokaler, tekniske
anlæg og hjælpemidler m.v.
skal forelægges Arbejdstilsynet
til udt...
Planer om indretning eller
ændring af lokaler, tekniske
anlæg og hjælpemidler m.v.
skal forelægges Arbejdstilsynet
til udt...
Reality check
Not allowed their say
in IT project
2008 2010 2014
44 %
58 %
66 %
3 x ca 1000 Unionen
The work environment shall be
satisfactory in view of the
social and technological
developments in society.
Swedish Work E...
© Jan Gulliksen, Bengt Göransson and Åsa Cajander
15 years
Demand ”consumer-
grade usability”
Thank you!Mail:
jonas.soderstrom@inuse.se
Twitter:
@Jonas_Blind_Hen
Site:
stupidsystem.org
inuse.se
Speakerdeck:
Jonas Söd...
Further reading 1
David Boyle:
The Human
Element
Gary Hamel:
What matters
now
John Seddon:
Freedom from
Command &
Control
Further reading 2
Gojko Adzic:
Impactmapping
impactmapping.org
Henrik Kniberg:
How we got rid of time reports
– a story of...
Sources & links
”A Busy Doctor’s Right Hand, Ever Ready to Type”
NY Times, Jan. 12, 2014
http://www.nytimes.com/2014/01/14...
17% end user productivity loss:
2012 IT Adoption Insight Survey Reveals Disturbing
Level of Enterprise Productivity Loss (...
IDA Arbejdsmiljø
IDA Arbejdsmiljø
IDA Arbejdsmiljø
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IDA Arbejdsmiljø
IDA Arbejdsmiljø
IDA Arbejdsmiljø
IDA Arbejdsmiljø
IDA Arbejdsmiljø
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IDA Arbejdsmiljø
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IDA Arbejdsmiljø

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21 okt 2015

Publié dans : Business
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IDA Arbejdsmiljø

  1. 1. The digital workplace Jonas Söderström • IDA Arbejdsmiljø, København • 21 oktober 2015 Cognitive load & Bureaucracy 2.0
  2. 2. @jonas_blind_hen #IDA #arbeidsmiljø #stupidsystem
  3. 3. Stockholm • Göteborg • Malmö @inuse_swe
  4. 4. 1994 –
  5. 5. Create new document
  6. 6. Enterprise software is far behind
  7. 7. ”One year of incorrect salaries”
  8. 8. sep 2011 – sep 2012 2 757 hours of overtime
  9. 9. ”Salaries will be incorrect during all of 2013 because finding the right new routines will take time” HR Manager
  10. 10. The digital workplace as a cause of stress
  11. 11. Angry, stressed, frustrated with IT 3400 2012 M T W T F
  12. 12. Angry, stressed, frustrated with IT 3400 2012 M T W T F
  13. 13. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
  14. 14. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 2013
  15. 15. from 145 to 313 clicks New system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting
  16. 16. Typical causes
  17. 17. Too many systems
  18. 18. 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 system
  19. 19. Karolinska Institute Library, Feb. 18 110 employees 117 systems
  20. 20. • 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 ...
  21. 21. Systems are different
  22. 22. 11.11.15 11-11-15 2015-11-11 15.11.11 1959-03-21-1273 590321-1273 19590321-1273 195903211273
  23. 23. John reports hours worked in two systems: one uses comma, the other point 1,5 hrs 1.5 hrs
  24. 24. What happens if he uses a comma in the system that wants a point? 1,5 hrs 1,5 hrs
  25. 25. System ignores comma and records 15 hours, without any error message. 15 hrs
  26. 26. x-ray delta one/flickr under a cc-license OUR PROJECT
  27. 27. The user’s experience pchweat/flickrundercc-license
  28. 28. Implementation: Quick Uncoordinated
  29. 29. 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
  30. 30. Burden of vigilance
  31. 31. stupidsystem.org: The doctor that rocks the mouse Photo: Henrik Ahlén
  32. 32. Inferior design
  33. 33. 1 2 3 4 Next >> Basket Shipping Confirm Pay
  34. 34. How to pay the invoice?
  35. 35. Digital systems typically has weak signigifiers (affordances)
  36. 36. This creates an unprecedented level of cognitive load
  37. 37. cognitive load at an unprecedented level Consequences:
  38. 38. But people are also ingenious
  39. 39. Photo: Richard Gatarski
  40. 40. Photo: Richard Gatarski
  41. 41. But it’s not just a design issue
  42. 42. Chores, not work
  43. 43. IT command & control +
  44. 44. NPM Excessive documentation Process managment
  45. 45. ”... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators” David Graeber
  46. 46. Electronic Health Records: ”created the need for another person”
  47. 47. Digital systems means new possibilities ... ... for bureaucrats, too.
  48. 48. Controls my work ”in an annoying and unreasonable way” 8000 Unionen, 2012
  49. 49. Digital taylorism
  50. 50. lack of trust creating conscience stress Consequences: ” ”
  51. 51. Business impacts
  52. 52. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
  53. 53. First definition of ”digital work environment”
  54. 54. Any part of the working environment where you interact with or are controlled by digital systems
  55. 55. Digital work enivironment Technical quality Adapted to humans and task Impact on the way we work
  56. 56. Good simple, intuitive easy to find, hard to make mistakes, good training no crashes, fast network, instant feedback flexibility, simplified administration, focus on core tasks, empowerment, freedom Stability, speed Adapted to humans and task Changing the way we work
  57. 57. Bad too many clicks, hard to find, easy to make mistakes, poor or no training crashes, printer trouble, slow network unflexibile, burdensome administration, layoffs, dis-empowerment, surveillance Stability, speed Adapted to humans and task Changing the way we work
  58. 58. Digital work environment the whole picture
  59. 59. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment
  60. 60. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment Mouse arm iPad neck SMS-thumb sight command & control, surveillance, distrust, etc
  61. 61. Physical + digital: The control room
  62. 62. What to do?
  63. 63. Call to action
  64. 64. ”ict stress”
  65. 65. digital work enivironment
  66. 66. See the whole picture
  67. 67. ”IT-rond”
  68. 68. Bild: Karin Båtelson, överläkare SU
  69. 69. • 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
  70. 70. Bild: Karin Båtelson, överläkare SU Verksamhetschef IT-ansvarig på olika nivåer Systemleverantör Läkare(/ssk/sekr)
  71. 71. Competence in interaction design, usability and IT
  72. 72. Are you really empowering users?
  73. 73. Fight stress Fight bureacracy Empower and delight users We need to
  74. 74. Empowerment Trust Self-organizing Freedom Control Distrust vs
  75. 75. Legislation
  76. 76. 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)
  77. 77. 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)
  78. 78. 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
  79. 79. 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
  80. 80. Reality check
  81. 81. Not allowed their say in IT project 2008 2010 2014 44 % 58 % 66 % 3 x ca 1000 Unionen
  82. 82. 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)
  83. 83. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years
  84. 84. Demand ”consumer- grade usability”
  85. 85. Thank you!Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Speakerdeck: Jonas Söderström Bild: Pelle Sten
  86. 86. Further reading 1 David Boyle: The Human Element Gary Hamel: What matters now John Seddon: Freedom from Command & Control
  87. 87. 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
  88. 88. Sources & links ”A Busy Doctor’s Right Hand, Ever Ready to Type” NY Times, Jan. 12, 2014 http://www.nytimes.com/2014/01/14/health/a-busy- doctors-right-hand-ever-ready-to-type.html 26% of first responders stressed by IT systems Arnetz, 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/
  89. 89. 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 Profit” The Baffler, March 2012 http://thebaffler.com/past/of_flying_cars Sources & links

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