ERP prototype with built-in task and process support

• Published in: European journal of information systems 2018-03, Vol.27 (2), p.189-206
• Main Authors: Babaian, Tamara, Xu, Jennifer, Lucas, Wendy
• Format: Article
• Language: English
• Subjects: collaboration theory; dynamic and interactive visualizations; ERP usability
• ISSN: 0960-085X; 1476-9344
• DOI: 10.1057/s41303-017-0060-3

Several recent studies of ERP system interfaces have confirmed that their poor usability hinders worker productivity, despite the huge investments companies make in user training and support. Usability challenges arise from the complexity of ERP systems, which are designed as a universal tool for a plethora of organizational practices and contexts. Learning to operate within an excessively vast terrain of ERP task pages and parameters is a significant challenge for most ERP users. Our proposed solution relies on the system itself to share task and process information in order to guide users through learning and performing their business tasks with the system. This perspective arises from employing the human-computer collaboration approach to the design of user interfaces, which we apply as a guiding framework for our research. In this paper, we present two interface components for providing ERP system users with task and process guidance: Automated Playback and Interactive Process Visualization. The novelty of our approach comes from using the history of past interactions to dynamically compose animated demonstrations of task interfaces and to provide an interactive graphical map of the current process being worked on by the user.