Getting users involved in aligning their needs with business processes models and systems

Sousa, Kenia Soares [UCL] Mendonça Filho, Hildeberto [UCL] Lievyns, Amandine [UCL] Vanderdonckt, Jean [UCL]

Purpose – This paper aims to present a case study of the application of a methodology that represents an innovative strategy that integrates researches on interaction design and business process management with practical implications. This methodology is devoted to aligning the needs of enterprise system users with business processes (BPs). Design/methodology/approach – This approach establishes an unbroken network of links between BPs, task models and abstract representations of user interfaces. Once the models are linked, it is possible to identify the impact that any change on these models may produce in other models. The main challenge is to organize the linked models according to the organizational context and manage those links with consistency in order to support improving process efficiency and user productivity. This approach has been applied in a large telecommunications organization during four months with its application in two different projects and validated with a cost-benefit analysis. Findings – Applying this approach in large organizations has demonstrated that: every involved stakeholder is capable of understanding the whole approach in one working day; creating the models and linking them with the corresponding business process models takes around three men/day per core business process; and applying this approach brings up to 60 per cent of return on investment related to process improvement and user experience. Originality/value – The main differentials of this methodology include using simple models; considering light actions; preserving the independence of technology; and adopting a human-oriented approach assuring that every managed information impacts people and not only systems, thus enabling fast adaptation to the business dynamism.