IDA Arbejdsmilj¸

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  • The digital workplace

    Jonas Sderstrm IDA Arbejdsmilj, Kbenhavn 21 oktober 2015

    Cognitive load & Bureaucracy 2.0

  • @jonas_blind_hen

    #IDA#arbeidsmilj#stupidsystem

  • Stockholm Gteborg Malm

    @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 timeHR Manager

  • The digital workplaceas 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 applications2. Computer3. Printer4. Boss5. 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 mWrite 1 report, shoplifting

  • Typical causes

  • Too many systems

  • 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 systemLotus Notes (mail)

    Webbmail (mail at home)

  • Karolinska InstituteLibrary, 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 used quite seldom

    some system is used each month or week.

    Used seldom, but ...

  • Systems are different

  • 11.11.1511-11-152015-11-1115.11.11

    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

    http://www.flickr.com/photos/x-ray_delta_one/http://www.flickr.com/photos/x-ray_delta_one/

  • The users experience

    pchw

    eat/!i

    ckr u

    nder

    cc-li

    cens

    e

    http://www.flickr.com/photos/pchweat/http://www.flickr.com/photos/pchweat/

  • Implementation:Quick

    Uncoordinated

  • 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

  • Burden of vigilance

  • stupidsystem.org:The doctor that rocks the mouse

    Photo: Henrik Ahln

  • Inferior design

  • 1 2 3 4

    Next >>

    Basket Shipping Con"rm 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 its not just a design

    issue

  • Chores, not work

  • IT command&control+

  • NPM Excessive

    documentationProcess managment

  • ... all the software designed to save us from

    administrative responsibilities turned us

    into part- or full-time administrators

    David Graeber

  • 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 way8000 Unionen, 2012

  • Digital taylorism

  • lack of trustcreating

    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 total IT spend.

    Ouch.

  • Firstdefinition of digital work environment

  • Any part of the working environment where you

    interact with or are

    controlled by digital systems

  • Digital work enivironment

    Technicalquality

    Adapted to humans

    and task

    Impact on the way we work

  • Good

    simple, intuitive

    easy to "nd, hard to make

    mistakes, good training

    nocrashes,

    fast network,

    instant feedback

    #exibility, simpli"ed administration, focus on core tasks, empowerment, freedom

    Stability,speed

    Adapted to humans

    and task

    Changing the way we work

  • Bad

    too many clicks,

    hard to "nd, easy to make

    mistakes, poor or no

    training

    crashes,printer

    trouble,slow

    network

    un#exibile, burdensome administration, layoffs, dis-empowerment, surveillance

    Stability,speed

    Adapted to humans

    and task

    Changing the way we work

  • Digital work environment

    the whole picture

  • digital aspects of work environment

    social & organizational

    aspects of work

    environment

    physical aspects of work

    environment

  • digital aspects of work environment

    social & organizational

    aspects of work

    environment

    physical aspects of work

    environment

    Mouse armiPad neck

    SMS-thumb sight

    command & control,

    surveillance,distrust,

    etc

  • Physical + digital:The control room

  • What to do?

  • Call to action

  • ict stress

  • digital work enivironment

  • See the whole picture

  • IT-rond

  • Bild: Karin Btelson, verlkare SU

  • 6 tgrdas direkt install/instllningsfel 5 handhavandefel/bristande info

    till anvndare

    37 st ligger p Meliorfrv 4 st regional IT-avdelning 5 st Nt ... och s vidare

    70 problem

  • Bild: Karin Btelson, verlkare SU

    VerksamhetschefIT-ansvarig p olika niverSystemleverantrLkare(/ssk/sekr)

  • Competence in interaction

    design, usability and IT

  • Are you really empowering users?

  • Fight stressFight bureacracy

    Empower and delight users

    We need to

  • EmpowermentTrust

    Self-organizingFreedom

    ControlDistrust

    vs

  • Legislation

  • 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)

  • 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)

  • Planer om indretning eller ndring af lokaler, tekniske anlg og hjlpemidler m.v. skal forelgges Arbejdstilsynet til udtalelse eller godkendelse, fr de bringes til udfrelse.

    Arbejdsmiljloven, Kapitel 6, 44

  • Planer om indretning eller ndring af lokaler, tekniske anlg og hjlpemidler m.v. skal forelgges Arbejdstilsynet til udtalelse eller godkendelse, fr de bringes til udfrelse.

    Arbejdsmiljloven, Kapitel 6, 44

    USER-CENT

    ERED

    DESIGN:

    ITS THE LA

    W

  • 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 Environment Act, Chapter 2, 1.(Norwegian law is similar)

  • Jan Gulliksen, Bengt Gransson and sa Cajander

    15 years

  • Demand consumer-grade usability

  • Thank you!Mail:jonas.soderstrom@inuse.se

    Twitter:@Jonas_Blind_Hen

    Site:stupidsystem.orginuse.se

    Speakerdeck:Jonas Sderstrm

    Bild: Pelle Sten

  • 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 waste elimination

    http://bit.ly/1m7424d

  • Sources & linksA Busy Doctors Right Hand, Ever Ready to TypeNY Times, Jan. 12, 2014http://www.nytimes.com/2014/01/14/health/a-busy-doctors-right-hand-ever-ready-to-type.html26% of "rst responders stressed by IT systemsArnetz, 2012: Det hr r inte vilket yrke som helst!Reviewed in Swedish here: http://javlaskitsystem.se/2014/08/it-system-stressar-blaljuspersonalen-mer-an-faror-och-obekvama-arbetstider/

  • 17% end user productivity loss:2012 IT Adoption Insight