Sticky Fingers: The effect of sticky interaction patterns on the design and adoption of a Radiology Information System upgrade

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Perustieteiden korkeakoulu | Master's thesis
Human Computer Interaction and Design
Degree programme
Master's Programme in ICT Innovation
127 + 14
Upgrading any business-critical software can be a cause of stress and uncertainty for both the daily users and administrators of a system. Upgrades can have technical ramifications for the systems used in an enterprise, requiring new hardware, supporting software, and upgrades to security packages in the system. One consequence of upgrading that is less well defined is the human factor, yet the reduction in productivity and increased error rates that often results from updates can have large effects on the efficiency, confidence, and daily activities of employees. Common actions are often the most difficult processes for users to shake as they move to a new system. This thesis explored which actions and processes are the most difficult for users to learn anew and explore the psychological reasons for this. The results showed the stickiest interaction patterns fall into a few general psychological and phenomenological categories. Cognitive mapping, automation and procedural memory provide the baseline by which users experience build their understanding of the systems they use. These are usually informed by the familiarity of interfaces, the affordances they make use of, and how they allow for users to cope with changes. Negative transfer occurs when learning a new interface, as users try to bring their existing expectations with them. The self-efficacy and confidence of users are affected by how the new interface is introduced to users, the support it has, and speed at which they can learn the new system. The individual, specific interaction patterns that will be sticky will depend on the product and context of use. However, the interaction patterns observed through the course of the research outlined in this thesis fell squarely within the psychological and phenomenological constructs determined through the literature. Based on these theories and the supporting evidence, ten design recommendations are laid out for use when upgrading a system interface. Following these recommendations allow the designer to reduce the effects of negative transfer and reduced self-efficacy by leveraging the previously constructed cognitive mapping, cognitive automation, and procedural memory of the user.
Nieminen, Marko
Thesis advisor
Li, Jamy
upgrading, usability, enterprise, software, interactions
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