User assistance systems are often invoked automatically based on simple triggers (e.g., the assistant pops up after the user has been idle for some time) or they require users to invoke them manually. Both invocation modes have their weaknesses. Therefore, we argue that, ideally, the assistance should be invoked intelligently based on the users’ actual need for assistance. In this paper, we propose a research project investigating the role of users’ cognitive-affective states when providing assistance using NeuroIS measurements. Drawing on the theoretical foundations of the Attentional Control Theory, we propose an experiment that helps to understand how cognitive-affective states can serve as indicators for the best point of time for the invocation of user assistance systems. The research described in this paper will ultimately help to design intelligent invocation of user assistance systems.
Health care is a domain characterized by low and slow adoption of IS compared to other domains, such as manufacturing or avionics. It seems to be promising to transfer existing (design) knowledge and solutions from these domains to the HIS context to increase effectiveness of HIS by, for example, improving usability of HIS and accessibility to assistive technology. Inattention to usability and accessibility of HIS will result in ineffective use of HIS, user dissatisfaction with HIS, the emergence of workarounds, and, ultimately, in a potentially decreased quality of care. One concept in IS research that can address these challenges is user assistance. With our research, we aim to enable users to better understand the functional capabilities of HIS, to effectively master their tasks using HIS, and, ultimately, to increase their performance.
Nutzerassistenz unterstützt Anwender dabei, ihre Aufgaben unter Verwendung von Informationstechnologie besser auszuführen. In der Vergangenheit haben sich Assistenzfunktionen im Wesentlichen auf die von Anwendern explizit eingeforderten textuellen Hilfefunktionen beschränkt. Die rasante Entwicklung der Informations- und Kommunikationstechnologie bietet heute jedoch zahlreiche Möglichkeiten, neue Formen der Nutzerassistenz zu gestalten, welche über eine reine Hilfestellung hinausgeht. Durch den Einsatz innovativer und disruptiver Technologien, wie beispielsweise der Spracherkennung und -verarbeitung, der Emotionsmessung oder der Analyse von Augenbewegungen in Echtzeit, ist es möglich, die Interaktion zwischen Menschen und Informationstechnologie auf eine intuitive Art und Weise zu gestalten. Der vorliegende Beitrag gibt einen Überblick über den aktuellen Stand in Praxis und Forschung im Bereich der Nutzerassistenz und zeigt zukünftige Entwicklungen auf.
User assistance systems are often invoked automatically based on simple triggers (e.g., the assistant pops up after the user has been idle for some time) or they require users to invoke them manually. Both invocation modes have their weaknesses. Therefore, we argue that, ideally, the assistance should be invoked intelligently based on the users’ actual need for assistance. In this paper, we propose a research project investigating the role of users’ cognitive-affective states when providing assistance using NeuroIS measurements. Drawing on the theoretical foundations of the Attentional Control Theory, we propose an experiment that helps to nderstand how cognitive-affective states can serve as indicators for the best point of time for the invocation f user assistance systems. The research described in this paper will ultimately help to design intelligent nvocation of user assistance systems.
Guidance design features in information systems are used to help people in decision-making, problem solving, and task execution. Various information systems instantiate guidance design features, which have specifically been researched in the field of decision support systems for decades. However, due to the lack of a common conceptualization, it is difficult to compare the research findings on guidance design features from different literature streams. This article reviews and analyzes the work of the research streams of decisional guidance, explanations, and decision aids conducted in the last 25 years. Building on and grounded by the analyzed literature, we theorize an integrated taxonomy on guidance design features. Applying the taxonomy, we discuss existing empirical results, identify effects of different guidance design features, and propose opportunities for future research. Overall, this article contributes to research and practice. The taxonomy allows researchers to describe their work by using a set of dimensions and characteristics and to systematically compare existing research on guidance design features. From a practice-oriented perspective, we provide an overview on design features to support implementing guidance in various types of information systems.
Many Emergency Medical Service (EMS) systems worldwide handle emergency rescues as well as patient transports and dispatchers need to assign ambulances to incidents manually throughout the day. The management of the complex system together with the manual assignments can easily create stress for and pressure on the dispatchers. Mathematical algorithms can help improving the dispatching quality, but then dispatchers still need to choose the best-fitting algorithm and furthermore, trust the algorithm’s dispatching suggestion. We propose an assistant that can support the EMS dispatchers. The assistant offers explanations for the choice of the algorithm as well as the dispatching suggestion in order to increase the dispatchers’ trust and decrease their stress. We ground the assistant’s design in Information Systems as well as Operations Research literature and thus, show how interdisciplinary service research can contribute in designing artefacts for complex service systems to solve real-world problems.
The nature of information system provision has changed as the business models of software firms are continually changing towards software-as-a service and platform-as-a-service solutions. Involving end users in a continuous development of such information systems promises to increase the overall system’s success. The conceptualization and actual realization of the user involvement concept is subject of ongoing research. Based on a systematic literature review, we identified three implications of this research that are relevant for the development of an information technology based assistant for user participation and involvement. In this paper, we introduce our Design Science Research project on the theory grounded design of a user participation and involvement assistant. We aim to enable end users to provide meaningful feedback to the developers during their actual system use. Moreover, the assistant will enable developers to effectively analyze the vast amount of complex end user feedback.