USER-CENTERED SYSTEMS ENGINEERING: A SUCCESS STORY

Abstract

Systems engineering organizations are increasingly concerned with finding ways to be more “customer driven” and to establish “user-centered’ systems engineering practices. However, it is much easier to find recommendations than it is to find examples of successhl user-centered systems engineering. This paper reports the success of one organization in developing user-centered systems engineering practices through four hndamental organizational changes. First, a User Interface (UI) systems engineering team was established with responsibility for systems engineering activities critical to product usability; These activities included development of concepts of use, U1 prototypes, U1 requirements, and managing end-user program involvement. Second, the U1 design was incorporated into the software requirements specifications. Third, effective U1 processes were established for defining requirements, designing and evaluating the UI, and leveraging end-user expertise. Finally, commitment of management and engineering leadership brought about these organizational changes and made their success possible. INTRODUCTION Terms such as “customer driven,” “usercentered design,” and “user-centered systems engineering” can be found echoing through the halls of many systems development organizations today. They reflect a frequently perceived need to find ways to enhance the focus of the systems engineering process and organization on satis@ing customer needs. Customer needs take many forms, but in this case the concern typically has to do with providing systems that do an excellent job of supporting operators in performing their tasks (i.e., system usability); producing these systems within aggressive schedules and tight budgets; and, “getting it right the first time,” rather than through endless expensive system modifications after the system is built. A number of factors bear some responsibility for the growing focus on system usability. One factor is continued “system creep” as computer systems gradually get applied to more workplace tasks. Another related factor is the ever increasing use of computer systems in environments where the operators are experts at their jobs, not experts with computers. Of course, this focus is also partly the effect of past systems that did not adequately meet customer needs.