Citizens, stakeholders and designers: Modeling for user diversity Florence Pontico Marco Winckler {pontico, winckler}@irit.fr

Citizens, stakeholders and designers:Modeling for user diversity

Florence PonticoMarco Winckler

http://liihs.irit.fr/

{pontico, winckler}@irit.fr

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e-Governmente-Governmentadministrative e-Proceduresadministrative e-Procedures

Definition Web application that provides support to the remote achievement of an administrative procedure

Advantages• For the citizen: Free access, any time, any place• For the administration: Better and more modern image of the

administration / Facilitates procedure modifications (e.g. due to new regulations)

• For both: Less paper to handle and archive / Facilitates procedure monitoring / More speed and efficiency (e.g. no postal delay)

Examples• Local level: child enrolment at the holiday centre• National level: income-tax return• International level: visa application

eGovernment design / model-based approach / modeling requirements / tool requirements / perspectives

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e-Governmente-Governmentparticularitiesparticularities && constraintsconstraints

Ethical (and legal) constraints• Security: authentication of users, data protection at every

step (use, transport, storage, archive)• Accessibility: anyone must be able to use the application

whatever his handicap may be (blind, elderly people etc.)• Help and guidance to the user whose profile is poorly known

(only his purpose towards the application is clear: achieve a procedure)

Special needs for a support tool Usability: support to the communication between

stakeholders• Rules checking: validity, coherence, ergonomics, simulation• Method for a guidance in administrative eProcedures design• Flexibility


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e-Governmente-Governmentuser diversity (1/2)user diversity (1/2)

Development team (designers)• Involved in the design: project managers / developers /

graphic designers / domain experts • Set up e-services according to technical and legal

constraints• Manage usability

Citizens• Individuals, firms, associations• Universal access to information• Find availability of e-services and use that safely

Administrative clerks• In charge of the treatment of the procedure• Primary contact for answering citizens’ claims• Involvement might require re-organization of their work


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e-Governmente-Governmentuser diversity (2/2)user diversity (2/2)≠ viewpoints, backgrounds & interests Appropriate modeling support is necessary to:

Collect and organize user requirements (and constraints)

Improve communications inter- user categories (e.g. wizards)

Communicate new ideas Abstract views of the applications (to think about

Interaction not about UI design)

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Examples of modeling techniques

End-userAuthor

1. submit paper

2. informproblems 3. Find

solution

Web

Designer

4. Correct problems

HTML programm

er

Advanced programmer

UML use cases

Call for papers

In top Recordsubmission

[nb_papers]

Reviewsubmission

[nb_papers]

Record finalsubmission

[nb_accepted_papers]

Out top

In ReviewSubmission

Out ReviewSubmission

Perform the review

[nb_reviewers]

Collect review results

Determine acceptance

Notify author

YAWL: workflow model

SWC: navigation model

CTT: task models

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which models?which models?multi model-based specificationmulti model-based specification

Application (interactive system)navigation between web pages & scripts

Task / Activityactivities achieved by users to reach a goal

Procedureglobal vision of the procedure as a sequence of automated and manual operations achieved by several agents using a set of resources

Resourcerepresentation of the resources (data, documents, tools) of the application environment

Organizationalroles definition, way to allocate them to agents, responsibilities and skills


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which models?which models?

RESOURCES Author’s details / Reviews / Submissions TOOLS Chat application for meta-review

Resource model

AGENT PaulROLE ReviewerALLOCATION MODE Paul applied to be reviewer and he was selected by the conference organizer.SKILLS He is allocated a set of submissions he has to review

Organizational model

PERFORMED BY The decision of

acceptance is taken by the meta-

reviewer

Task model

TASK Evaluate a submissionSUB TASK Read the submissionє Evaluate a submission

ACTIVITY Evaluate a submissionEVENT New submission to evaluateTRIGGERS Validate a review notify the meta reviewerSUB ACTIVITY Validate a reviewє Evaluate a submission

Process model

ACCESS RIGHTS A reviewer can read modify delete any submission he was allocated to.

SUPPORT ‘Evaluate a submission’ activity uses submission and review

USES To evaluate a submission, the reviewer reads the paper that was sent by the authors.

Information for conference management specification is spread among models and

on the relations between them


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Administration viewpoint: procedural, functional, global, objective description…

NB: definition of the coordination between roles and resources, the common goal being decomposed into validation steps.

Different modeling trends• Controlled activity flow (e.g. YAWL [Van der Aalst 02])• Service sharing between agents (e.g. OSSAD [Dumas

90])• Information circulation among work stations (e.g. ECF

[Karbe 90])

process modeling why? what? how?


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User viewpoint: specification of steps of the procedure in terms of users’ activities, subjective description…

NB: When the activity of an user is spread among procedure stages, his task model permits the anticipation of his whole participation into the procedure (including e.g. data to collect).

Different modeling trends • User’s knowledge (e.g. TKS [Johnson 92])• Environment resources (e.g. MAD [Pierret-Golbreich

89])• Elements of the interface (e.g. CTT [Paternò 98])

task modeling why? what? how?


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User-centered description of the activity how an activity is actually led in this environment

Intervention of several users in an activityhow different agents interact, coordinate and take benefit of other agents’ skills and responsibilities

Role definitionwhat the skills and responsibilities of this role are, how it is allocated to a particular agent

Use of a resourcestructure of the data involved, use of secondary tools during the procedure (e.g. calculator)

modeling requirements

what should be specified


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modeling requirements

eGovernment criteria evaluation

Existing modeling methods coverage of eGovernment

specification criteria

Task Process Both


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conclusions & perspectives…

Review• Administrative e-Procedures are complex

applications with strong design and specification requirements

• Appropriate models can help designers to communicate with people involved in the process (see MERISE experience)• Formal methods precise but rather to understand• Informal description techniques lack support for

completely describing users• Multi model based specification is required• No existing modeling method/tool is adapted


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Current and Future work

Use MDE approach to wave different models

Provide consistency among models Case studies for identifying which graphical

representations of information is the more appropriated to each category of participants

Our goal: Provide methodological support Provide wizards based on models that can guide

users through the applications

Thanks for your attention !

Documents

Citizens, stakeholders and designers: Modeling for user diversity Florence Pontico Marco Winckler {pontico, winckler}@irit.fr