A user-oriented approach to systems design

The most serious problems in advancing the use of computer-based systems are described as organizational instead of technical. The operations of a computer department are examined to show how the relationship between computer users and professionals often fits the conditions of' a general model of conflict. It is argued that a user-oriented approach to systems design is needed which helps to reduce conflict and promote cooperation. The results of a study of conflict between users and data processing departments are briefly described. It is suggested that the questionnaire and interview techniques used in this study be applied to the process of system design. The recommended procedure includes obtaining data on attitudes and information for use in the design of a new computer system directly from users. Both the data collected and the involvement of users as a result of adopting the approach should help to improve the acceptance and quality of computer-based systems.