End User Computing

No matter how many times I hear it, I still find it a little shocking whenever I hear that the price of a computer purchase is really only about 20% the Total Cost of Ownership for a computer user in the workplace (Martin et al. 2005, 440). Both this chapter of our textbook and the article, "Building Systems That Users Want to Use," demonstrate the importance of understanding end-user computing and how it effects productivity and the bottom line.

Reading the Malhotra and Galletta article reminded me of the importance of understanding user motivation and system usage. Also, we have to remember that, while a few people might be interested in learning new technology skills, most workers just want to use their computer system as a means to an end--getting their work done. Therefore, if a new system is perceived as being harder to use, making it harder to accomplish tasks, then workers are going to feel low motivation to use it.

Nielsen's "big five" usability principles, though written for web sites, should also be considered when building systems that users want to use. Learnability, Efficiency, Memorability, Errors, and Satisfaction all effect the way workers feel about the software they use.

Ergonomics is always a sticky issue. Each person is so different that it is very difficult to design a configuration that is comfortable for the current user, yet will be flexible for the next person. I struggle with what is probably CVS (Clark 2006, 71), and I have tried almost everything but eye plugs (click here and scroll down to see a picture, which explains why I'm not going that route!) to accommodate the difficulty. Working in a literacy office, we often help adults who have characteristics of scotopic sensitivity and other vision problems. They want to use our educational software to improve their reading or to improve their own computer literacy skills, yet looking at the computer screen for more than a few minutes causes headaches.

I'm surprised that nothing was mentioned in these readings about accommodating users with disabilities. In planning for literacy computer labs, I wanted to be sure that we met guidelines for accessibility. The Americans with Disabilities Act Home Page was useful. The Clark article described the ergonomic problems sometimes caused by using a mouse. In our labs, we have computers available with trackball mice, for our customers with limited mobility. I've also heard that these kinds of pointing devices can be good for people who experience pain using a standard mouse.