Die Fragestellung dieser Arbeit ist ob derzeit angebotene e-Government Systeme von älteren Nutzern angenommen werden und wie solche aufgebaut werden müssen, damit diese Nutzergruppe solche Systeme als eine nützliche Alternative zu Behördengängen annimmt. In unserer Forschung haben wir erforscht wie solche Anwendungen, welche von der Verwaltung für die gesamte Bevölkerung angeboten werden, aufgebaut werden sollten, damit diese von der gesamten Bevölkerung erfolgreich genutzt werde können. Zur Beantwortung dieser Fragestellung wurde eine dreistufige Forschung durchgeführt, welche an das ISO 9241-210 Entwicklungsmodell angelehnt ist. Die Forschung wurde parallel in Deutschland und Ungarn in Kooperation mit dem Fraunhofer FOKUS, dem Bundesministerium des Innern, der Bundesdruckerei und der Corvinus Universität Budapest durchgeführt. In der ersten Phase wurden die Erwartungen und Vorkenntnisse der Zielgruppe erforscht um die Eckpunkte und Prämissen festlegen zu können. Diese Erkenntnisse ermöglichten in der zweiten Phase die fundierte Auswahl einer Anwendung, welche als Basis für Nutzertests genutzt werden konnte. Die Testanwendung war das AusweisApp des elektronischen Personalausweises. Bei diesen Tests wurden die Nutzerfehler erfasst und die Akzeptanz durch die ASQ Methode gemessen. Anhand der gewonnen Erkenntnisse konnte die Guideline IGUAN entwickelt werden, welche eine standardisierte Herangehensweise zur Akzeptanzsteigerung darstellt. Dieses Konzept beinhaltet neben den speziellen, an ältere Nutzer angepassten Anforderungen, einem Kriterienkatalog, sowie die Abbildung der Prozesse wodurch eine Erhöhung der Akzeptanz für Ältere ermöglicht wird. In der dritten Phase der Forschung konnte die Guideline durch eine iterative Prototypentwicklung evaluiert und geprüft werden. Wir konnten beweisen, dass Verbesserungen beim Interface e-Government Anwendungen an die alternde Gesellschaft näher bringen, die Motivation erhöhen und das Nutzerempfinden nachhaltig verbessern. / Our research focuses on the question of acceptance of current e-government systems by elderly users. It describes how such systems should be designed and offered for this user group in order to provide an acceptable alternative to offline processes. In order to answer our research question, the research was structured into three phases along the development model of the ISO 9241-210. This enabled to identify not only the main factors of acceptance, but also the expectations of elderly users. Our research was conducted in parallel in Germany and Hungary in cooperation with the Fraunhofer FOKUS, the Federal Ministry of Interior, the Bundesdruckerei and the Corvinus University Budapest. The first phase of our research provided results about the expectations and previous experience of the users with e-government systems. This set the premises for the next phases of our research and provided us with information about the theoretical acceptance of systems by the age group. The results made it possible to select an application in the second phase, which was used as a model in the remaining phases. The selected application was the AusweisApp of the electronic ID card. The test measured the encountered errors and the acceptance of the system with the ASQ method. The obtain results allowed us to develop a generalised solution, the IGUAN guideline. This guideline makes a standardised approach to the usability improvement process possible. It contains the special requirements of elderly users, and a catalogue of criteria, which helps to develop an application in line with the set requirements. The third phase of our research was used a proof of concept for the IGUAN. The guideline was evaluated and tested with an iterative prototyping. We could therefore demonstrate that improvements in the interface make e-government application possible which are perceived useful and easy to use by elderly users. These improvements will measurably increase the user motivation and experience.

The measurement of software usability has become an important issue in recent years. Metrics of usability include time, errors, questionnaires, ratings, and results of verbal protocols. Concurrent verbal protocol, a method in which the user "thinks aloud" while completing given tasks, has been heavily employed by software usability researchers who want to know the reason a user is having difficulties. Possible problems associated with using concurrent verbal protocol are (1) that verbalization may interfere with the processing required to complete the task, and (2) that subjects may not be able to monitor and express the information of interest to the researcher. A relatively new approach which may avoid these problems is heavily cued retrospective verbal protocol in which the user is presented subsequently with a representation (a video tape, for example) which helps him recall his thoughts during the task without interfering with task completion. This research compared the performance of subjects while completing tasks using both methods of verbal protocol. The verbal data collected by the two protocol techniques was compared to assess any information differences due to the methods of collection. No performance differences were found between the two protocol methods. Reasons for this lack of degradation due to concurrent verbalization are discussed. The kinds of information gathered were quite different for the two methods, with concurrent protocol subjects giving procedural information and retrospective protocol subjects giving explanations and design statements. Implications for usability testing are discussed. The two methods of protocol were employed in a comparison of two different size monitors, a 30.48 cm diagonal and a 53.34 cm diagonal. The subjects' performance, as measured by steps to completion, task completion time, and errors committed, was compared across the two monitors. Subjects were required to complete 12 tasks which varied in the difficulty of the windowing required. Subjective data were also collected in the form of task difficulty ratings, as well as a global measure of user satisfaction. These performance measures and subjective measures were compared across protocol methods as well as monitors. Performance data, as well as subjective data, indicate that on tasks that do not require extensive windowing, there are no difference between the two monitor sizes. As windowing difficulty increases, however, the large monitor's advantages become apparent. Tasks with a high level of windowing difficulty are judged to be easier and require fewer steps on the large monitor than on the small monitor. / Ph. D.

Made available in DSpace on 2016-06-02T19:51:55Z (GMT). No. of bitstreams: 1 4308.pdf: 3457847 bytes, checksum: 0791a2ba37c47fa0f12dff9816f78cca (MD5) Previous issue date: 2012-02-27 / Financiadora de Estudos e Projetos / This research presents how the computer system Intervir, developed by the Simucad Ergo & Ação group, can assist the job of ergonomics teams during the initial Ergonomics Workplace Analysis methodology phases. Special attention is given describing its usability means. Two cases of use are performed and presented. The first one analyzes absenteeism data from a fictitious company and identifies a required ergonomics intervention demand. The second one describes the activity of a daily task and shows how its health risks would been assessed using the developed computer tool. Finally, the results of a questionnaire answered by users of the system show their perception both regarding the Intervir's human-machine interface and the relevance of its existence. / Este trabalho apresenta como o sistema computacional Intervir, desenvolvido pelo grupo Simucad Ergo & Ação, pode ajudar o trabalho de equipes de ergonomia. São apresentadas as ferramentas desenvolvidas que auxiliam as etapas iniciais da metodologia de Análise Ergonômica do Trabalho (AET). Especial destaque é dado descrevendo os recursos de usabilidade de software do sistema. Dois casos de uso são realizados e apresentados. O primeiro analisa dados de absenteísmo de uma empresa fictícia e identifica uma demanda de intervenção necessária. O segundo descreve uma tarefa cotidiana e analisa sua atividade mostrando como seus potenciais riscos à saúde poderiam ser avaliados. Por fim, os resultados de um questionário respondido por usuários do sistema mostram as suas percepções tanto com relação à interface homem-máquina (IHM) como da pertinência da existência do Intervir.

Submitted by Viviane Lima da Cunha (viviane@biblioteca.ufpb.br) on 2017-11-09T13:17:55Z No. of bitstreams: 2 arquivototal.pdf: 4984003 bytes, checksum: 15bf30b6c475733d92d8611db7b64bc0 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2017-11-09T13:17:55Z (GMT). No. of bitstreams: 2 arquivototal.pdf: 4984003 bytes, checksum: 15bf30b6c475733d92d8611db7b64bc0 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2011-04-27 / The automation of information retrieval systems in libraries try to reduce the cognitive load of work, to perform specific tasks, which previously was done manually with chips in a catalog. With the automation of libraries and the help of the Internet, catalogs are now available online. So, it was carried out a study about the online catalog Auslib, wich aim was analyze automation softwares for libraries. This study was based on a hybrid approach scoped to verify the subjective satisfaction of the Sistemoteca’s users from the Federal University of Campina Grande. The public search module was analized, because it was already deployed and working. Were realized tests of interaction with students and staff. The usability happened as field survey and in the laboratory, attended by 128 users, according to all three prospects for evaluating the hybrid approach: a compliance inspection of the product, performance measurement and survey of user satisfaction. In the compliance inspection was decided to use parts: 14 - dialogues with menu, 16 - dialogues by direct manipulation and 17 - forms of dialogues. The choice of those parts of ISO 9241 was due to the modes of interaction, human-computer interface feature that - if the evaluated product. Part 11, ISO 9241:1998 was used to select assessment strategies in order to measure the performance and survey of user satisfaction. The instruments used for collecting data in this study were: questionnaires for delineation of the profile and subjective satisfaction of users, interview, test script, record video and list of compliance inspection. As a collection method was used verbalizing procedures for users to comment his acts. After the quantitative and qualitative analysis of the data, testing with users allowed to verify how they interacted with the interface Auslib Catalog. A result for the two categories of users as obtained as an index of a minimal satisfaction with the product, in both test environments, it’s justified by the list of faults detected in the module's public search software.It’s believed that the research has significantly contributed through usability guidelines proposed as a way to improve the product interface. / A automatização dos sistemas de recuperação da informação nas bibliotecas tenta diminuir a carga cognitiva de trabalho, para a realização de tarefas específicas, o que antes era feito manualmente com fichas em forma de catálogo. Com a automação das bibliotecas e o auxílio da Internet, os catálogos são atualmente disponibilizados online. Desta forma, realizou-se um estudo acerca do catálogo online Auslib, com o objetivo de analisar o software de automação para bibliotecas. Este estudo foi fundamentado em uma abordagem híbrida de avaliação, com o propósito de identificar a satisfação subjetiva dos usuários do Sistemoteca da Universidade Federal de Campina Grande. O alvo do estudo foi o módulo destinado à pesquisa pública, por estar implantado e em funcionamento. O estudo se caracteriza como exploratório e descritivo. Foram realizados os ensaios de interação com alunos e funcionários. Os testes de usabilidade ocorreram em ambiente laboratorial e em campo, com 128 usuários, de acordo com os três enfoques de avaliação da abordagem híbrida: a inspeção de conformidade do produto, a mensuração do desempenho e a sondagem de satisfação do usuário. Na inspeção de conformidade, optou-se em utilizar as partes: 14 – diálogos com menu, 16 – diálogos por manipulação direta e 17 – diálogos por formulários. A opção por estas partes da ISO 9241 foi devido aos modos de interação, na interface homemcomputador que apresentam-se no produto avaliado. A parte 11 do padrão internacional ISO 9241:1998 foi utilizada para escolher estratégias de avaliação, a adotar com o intuito de mensurar o desempenho e a sondagem da satisfação dos usuários. Os instrumentos para a coleta de dados utilizados na pesquisa foram: questionários para delineamento do perfil e para a sondagem da satisfação subjetiva dos usuários; entrevista; roteiro de teste; registro em vídeo e listas de inspeção de conformidade. Como método de coleta, utilizou-se a verbalização de procedimentos para que os usuários comentassem, verbalmente, suas ações ao longo das sessões de teste. Após as análises quantitativas e qualitativas dos dados, o teste com os usuários possibilitou verificar o modo como interagiram com a interface do Catálogo Auslib. Obteve-se como resultado para as duas categorias de usuários, nos dois ambientes de teste, um índice de satisfação mínina com o produto, justificada pela lista de falhas detectadas no módulo de pesquisa pública do software. Acredita-se que a pesquisa contribuiu, de forma significativa, mediante diretrizes de usabilidade propostas, como instrumento para o aprimoramento do produto.

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The master's thesis deals with the quality of software products focusing on usability of these products and methods of its measurement. The thesis resumes the definitions of quality from different sources and quality models according to available standards. It also describes usability in detail and methods and metrics for its measurement and analyses current situation in this field. In the thesis the tool for measuring usability of desktop software products was designed and implemented.