A Framework for Work-Centered Product Evaluation

We describe a comprehensive work-centered evaluation framework for assessing the value of new technology intended to support human performance. A key feature of the framework is that it spans three types of evaluation: (1) usability — How easy is the aid to use? (2) usefulness — How flexible and effective is it in aiding work? and (3) impact — How (much) does it contribute value within the work organization? We argue that all three of these dimensions are important for advancing the product development and facilitating rapid transition of the product to the customer for deployment. A recent evaluation of a work-centered support system prototype is used to illustrate the multi-level work-centered evaluation approach, the types of insights that can be drawn from it, and a way to employ it in a cost effective manner.