Citizens, stakeholders and designers: Modeling for user diversity

1. Citizens, stakeholders and designers:Modeling for user diversity Florence Pontico Marco Winckler http://liihs.irit.fr/ {pontico, winckler}@irit.fr

2. eGovernment design /model-based approach /modeling requirements / tool requirements / perspectives e-Governmentadministrative e-Procedures • DefinitionWeb application that provides support to the remote achievement of an administrative procedure • Advantages • For the citizen: Free access, any time, any place • For the administration: Better and more modern image of the administration / Facilitates procedure modifications (e.g. due to new regulations) • For both: Less paper to handle and archive / Facilitates procedure monitoring / More speed and efficiency (e.g. no postal delay) • Examples • Local level: child enrolment at the holiday centre • National level: income-tax return • International level: visa application

3. eGovernment design /model-based approach /modeling requirements / tool requirements / perspectives e-Governmentparticularities&constraints • Ethical (and legal) constraints • Security: authentication of users, data protection at every step (use, transport, storage, archive) • Accessibility: anyone must be able to use the application whatever his handicap may be (blind, elderly people etc.) • Help and guidance to the user whose profile is poorly known (only his purpose towards the application is clear: achieve a procedure) • Special needs for a support tool • Usability: support to the communication between stakeholders • Rules checking: validity, coherence, ergonomics, simulation • Method for a guidance in administrative eProcedures design • Flexibility

4. eGovernment design /model-based approach /modeling requirements / tool requirements / perspectives e-Governmentuser diversity (1/2) • Development team (designers) • Involved in the design: project managers / developers /graphic designers / domain experts • Set up e-services according to technical and legal constraints • Manage usability • Citizens • Individuals, firms, associations • Universal access to information • Find availability of e-services and use that safely • Administrative clerks • In charge of the treatment of the procedure • Primary contact for answering citizens’ claims • Involvement might require re-organization of their work

5. e-Governmentuser diversity (2/2) ≠ viewpoints, backgrounds & interests • Appropriate modeling support is necessary to: • Collect and organize user requirements (and constraints) • Improve communications inter- user categories (e.g. wizards) • Communicate new ideas • Abstract views of the applications (to think about Interaction not about UI design)

6. SWC: navigation model 1. submit paper Web Designer HTML programmer End-user UML use cases 2. inform problems Author 3. Find solution 4. Correct problems YAWL: workflow model Advanced programmer CTT: task models [nb_papers] [nb_accepted_papers] [nb_papers] Out top In top Record submission Call for papers Record final submission Review submission [nb_reviewers] In Review Submission Collect review results Determine acceptance Notify author Out Review Submission Perform the review Examples of modeling techniques

7. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives which models?multi model-based specification • Application (interactive system)navigation between web pages & scripts • Task / Activityactivities achieved by users to reach a goal • Procedureglobal vision of the procedure as a sequence of automated and manual operations achieved by several agents using a set of resources • Resourcerepresentation of the resources (data, documents, tools) of the application environment • Organizationalroles definition, way to allocate them to agents, responsibilities and skills

8. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives Organizational model AGENT Paul ROLE Reviewer ALLOCATION MODE Paul applied to be reviewer and he was selected by the conference organizer. SKILLS He is allocated a set of submissions he has to review ACCESS RIGHTS A reviewer can read modify delete any submission he was allocated to. Resource model PERFORMED BYThe decision of acceptance is taken by the meta-reviewer SUPPORT ‘Evaluate a submission’ activity uses submission and review RESOURCES Author’s details / Reviews / Submissions TOOLS Chat application for meta-review ACTIVITY Evaluate a submission EVENT New submission to evaluate TRIGGERS Validate a review  notify the meta reviewer SUB ACTIVITY Validate a reviewє Evaluate a submission USES To evaluate a submission, the reviewer reads the paper that was sent by the authors. TASK Evaluate a submission SUB TASK Read the submissionє Evaluate a submission Process model Task model which models? Information for conference management specification is spread among models and on the relations between them

9. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives process modeling why? what? how? • Administration viewpoint: procedural, functional, global, objective description…NB: definition of the coordination between roles and resources, the common goal being decomposed into validation steps. • Different modeling trends • Controlled activity flow (e.g. YAWL [Van der Aalst 02]) • Service sharing between agents (e.g. OSSAD [Dumas 90]) • Information circulation among work stations (e.g. ECF [Karbe 90]) 

10. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives task modeling why? what? how? • User viewpoint: specification of steps of the procedure in terms of users’ activities, subjective description…NB: When the activity of an user is spread among procedure stages, his task model permits the anticipation of his whole participation into the procedure (including e.g. data to collect). • Different modeling trends • User’s knowledge (e.g. TKS [Johnson 92]) • Environment resources (e.g. MAD [Pierret-Golbreich 89]) • Elements of the interface (e.g. CTT [Paternò 98]) 

11. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives modeling requirements what should be specified • User-centered description of the activityhow an activity is actually led in this environment • Intervention of several users in an activityhow different agents interact, coordinate and take benefit of other agents’ skills and responsibilities • Role definitionwhat the skills and responsibilities of this role are, how it is allocated to a particular agent • Use of a resourcestructure of the data involved, use of secondary tools during the procedure (e.g. calculator)

12. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives modeling requirements eGovernment criteria evaluation Process Task Both Existing modeling methods coverage of eGovernment specification criteria

13. eGovernment design/model-based approach /modeling requirements / tool requirements / perspectives conclusions & perspectives… • Review • Administrative e-Procedures are complex applications with strong design and specification requirements • Appropriate models can help designers to communicate with people involved in the process (see MERISE experience) • Formal methods precise but rather to understand • Informal description techniques lack support for completely describing users • Multi model based specification is required • No existing modeling method/tool is adapted

14. Current and Future work • Use MDE approach to wave different models • Provide consistency among models • Case studies for identifying which graphical representations of information is the more appropriated to each category of participants • Our goal: • Provide methodological support • Provide wizards based on models that can guide users through the applications

15. Thanksfor your attention !