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Stress & Bureaucracy 2.0
Jonas Söderström • Intrateam 2015 • Copenhagen, Feb 25
The perils of the digital workplace
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@jonas_blind_hen
#iec15#bureaucracy2#stupidsystem
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Digital funktion och passion
Stockholm • Göteborg • Malmö
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1994 –
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Create new document
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Photo: Maria Ålbrant
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Enterprise software sucks
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The digital workplaceas a cause of stress
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Angry, stressed, frustrated with IT
3400 2012
M T W T F
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Biggest source of frustration in the office?
1. Slow web applications2. Computer3. Printer4. Boss5. Meetings
1000 2012
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0
5
10
15
Insecure 24h work On alert Dangers
26 %Causing stress
IT Systems
3700 2013
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from 145 to 313 clicks
With new system
Renew weapons licence
mean 2 hr 52 mWrite 1 report, shoplifting
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Typical causes
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Too many systems
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Treserva (social security system)WebbSotis (old social security system)
Giraff (internal invoicing)Horisonten (accounting)
Prognosprogram (economy)Winst (procurement portal)
Rappet (client reports)Personec (HR reports)
Time Care (work schedule)Winlas Webb (temps worked hours)
Time Care pool (assigning temps)Lisa (accident reporting)
Adato (rehabilitation process management)Offentliga jobb (recruiting)
Telephone self-service systemLotus Notes (mail)
Webbmail (mail at home)
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Karolinska University HospitalLibrary, Feb. 18
110 employees
117 systems
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Systems are different
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John reports hours worked in two systems: one uses comma, the other point
1,5 hrs 1.5 hrs
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What happens if he uses a comma in the system that wants a point?
1,5 hrs 1,5 hrs
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System ignores comma and records 15 hours, without any error message.
15 hrs
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•Put in vacation plans - how often?
•Hard to learn
• ”...how did you handle this system, then?”
•Even if each system is used quite seldom …
•… some system is used each month or week.
Used seldom, but ...
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x-ray delta one/flickr under a cc-license
YOUR PROJECT
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The user’s experience
pchw
eat/"i
ckr u
nder
cc-li
cens
e
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Burden of vigilance
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stupidsystem.org:The doctor that rocks the mouse
Photo: Henrik Ahlén
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Inferior design
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1 2 3 4
Next >>
Basket Shipping Con#rm Pay
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How to pay the invoice?
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But people are also
ingenious
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Photo: Richard Gatarski
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Photo: Richard Gatarski
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Not only a design issue
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Chores, not work
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Process managmentDocumentation”Command and
control”
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Controls my work ”in an annoying
and unreasonable way”8000 2012
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”... all the software designed to save us from
administrative responsibilities turned us
into part- or full-time administrators”
David Graeber
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IT command&
control+
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The effects
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Cognitive load
on an entirely new scale
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Sand Hill 2012 Enterprise systems study
17% end user productivity loss
300
”The economic value of losses outweighs
100% of total IT spend.
Ouch.”
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How can this go on?
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”...we are stifled by
administrative systems”
Professors and teachers at Uppsala University
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–1%
+6%+5%+4%+3%
+2%–2%
+1%
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C Northcote Parkinson
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Parkinson’s law
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Bureaucracy 2.0
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Bureaucracy 1.0 Bureaucracy 2.0
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Growth of bureaucracy
+6 %
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”simplify”
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We don’t use IT to simplify anymore.
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Programming the ENIAC, late 1940ies
We did...
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Joneal Williams-Daw at the UNIVAC 1, 1953
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Norc, Columbia University’s Watson Lab, 1954
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but now ...
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145 ➡ 313 clicks
We use IT to do new things.We use IT to
do new things.
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Electronic Health Records:
”created the need for another person”
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Digital systems means new possibilities ...... for bureaucrats,
too.
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VALUEI suggest, IT systems are often really not about this.
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POWERIt’s about power for (middle) management.
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does NOT set concrete goals for
new business system
85 %
ComputerSweden 2010
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40 % abandoned
f.ex. Chaos studies, Standish Group
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”No clear reason or idea behind the IT system”
8000 2012
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Digitalizationaffords bureacracy.
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What to do?
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What you need to consider
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See the whole picture
☜
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Cognitive load is real. You’re responsible.
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Demand ”consumer-grade usability”
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© Jan Gulliksen, Bengt Göransson and Åsa Cajander
15 years
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But it’s not just about the interface.
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Are you really empowering users?
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EmpowermentTrust
Self-organizingFreedom
ControlDistrust
vs
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Fight bureaucracy
... even when it’s wrapped in IT.
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is like trying to get the toothpaste back
into the tube
Fighting bureacracy
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Find real business impacts
... not ”functions”!
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Jere
my
Toem
an/
Flic
kr
If nobody is using it, it doesn’t matter how many smart functions it boasts.
Value – positive impact – from IT is created in use
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Jere
my
Toem
an/
Flic
kr
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How?
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Technology, the organization and content of work shall be designed so that the employee is not subjected to physical or mental stress that can lead to illness or accidents.
Swedish Work Environment Act, Chapter 2, § 1.(Norwegian law is similar)
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The work environment shall be satisfactory in view of the social and technological developments in society.
Swedish Work Environment Act, Chapter 2, § 1.(Norwegian law is similar)
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The employee shall be given the opportunity to participate in shaping their own work situation and in change and development relating to his own work.
Swedish Work Environment Act, Chapter 2, § 1.(Norwegian law is similar)
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The employee shall be given the opportunity to participate in shaping their own work situation and in change and development relating to his own work.
Swedish Work Environment Act, Chapter 2, § 1.(Norwegian law is similar)
USER-CENTERED
DESIGN:
IT’S THE LAW
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Planer om indretning eller ændring af lokaler, tekniske anlæg og hjælpemidler m.v. skal forelægges Arbejdstilsynet til udtalelse eller godkendelse, før de bringes til udførelse.
Arbejdsmiljøloven, Kapitel 6, § 44
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The whole team should observe users.
Photo: Richard Gatarski
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Call to action
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Fight stressFight bureacracy
Empower and delight users
Go out and:
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in Swedish
Book
in Norwegian
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https://intranatverk.se/kunskap/peak-it-nar-it-slutar-leverera-varde/
More about the business side
Presentation and video (in Swedish)
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Thank you!Mail:[email protected]
Twitter:@Jonas_Blind_Hen
Site:stupidsystem.orginuse.se
Slideshare:Jonas_inUse
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Further reading 1
David Boyle:The Human
Element
Gary Hamel:What matters
now
John Seddon:Freedom from
Command & Control
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Further reading 2
Gojko Adzic:Impactmapping
impactmapping.org
Henrik Kniberg:How we got rid of time reports – a story of waste elimination
http://bit.ly/1m7424d
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Sources & links”A Busy Doctor’s Right Hand, Ever Ready to Type”NY Times, Jan. 12, 2014http://www.nytimes.com/2014/01/14/health/a-busy-doctors-right-hand-ever-ready-to-type.html26% of #rst responders stressed by IT systemsArnetz, 2012: ”Det här är inte vilket yrke som helst!”Reviewed in Swedish here: http://javlaskitsystem.se/2014/08/it-system-stressar-blaljuspersonalen-mer-an-faror-och-obekvama-arbetstider/
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17% end user productivity loss:2012 IT Adoption Insight Survey Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012)http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/
David Graeber on administration”Of Flying Cars and the Declining Rate of Pro#t”The Baffler, March 2012 http://thebaffler.com/past/of_"ying_cars
Sources & links