Benefits that a business can derive from human-computer interaction interventions

Abstract

Human Computer Interaction (HCI) interventions such as User Experience, Usability and Accessibility are widely accepted as great milestones in the developmental process of computer-based system applications – be it web-based, PC-based or ubiquitous. However, there is still a need for an understanding of the critical benefits – both tangible and intangible – that HCI interventions may bring within business. It is still necessary to investigate and clearly understand how the issues that emanate from the usability and accessibility problems affect business as well as what value HCI techniques contribute to the profitability of implementing and using computer-based systems. A case study approach was undertaken within a Travel Management Company (TMC) on a computer-based system used for both back-end and front-end activities, such as invoicing as well as Management Information System (MIS) reports. The aim was to ascertain how the incorporation of HCI interventions (Usability and Accessibility) in evaluating the design and the development process of software applications can impact on the usefulness of such computer application systems. The investigation in areas such as the redefining business processes in order to generate a competitive advantage, enhancing user skills, improving user productivity, user satisfaction and retention, reducing training costs, and quality service provision were of particular interest. The end results of the study affirm an important and significant role that specific and focussed HCI interventions make in the successful implementation of contemporary computer-based systems. However, for businesses to gain most of the potential benefits from HCI interventions, both the software development houses and business practitioners should make use of the HCI techniques and place greater priority and emphasis on the awareness and use of HCI (Usability) standards in the development process