Human Factors in InnovationSeptember 2009

James Kalbach User Experience Consultant LexisNexisLIS Degree Rutgers University

Innovation is the new black

InventionInnovationIdeaConceptThoughtVisionPhysicalProof of concept“Hardware”SocialInformation“Software”

Innovation is about social applications of inventions, not about the inventions themselves…Engineeering-driven corporate cultures fail…because they don’t address the social needs of their customers… Bruce Nussbaum“Are Engineers, Scientists And Mathematicians Enemies of Innovation?” Bruce Nussbaum, Business Week (June 16, 2009)www.businessweek.com/innovate/NussbaumOnDesign/archives/2009/06/are_engineers_s.html

Factors Affecting AdoptionPerceived attributesType of innovation decisionAdoption processCommunication channelsAmount & type of promotionNature of the social systemType of adopter1.Adoption of Innovation2.Human Factors3.

1. Perceived Attributes

Perceived Attributes1. Relative AdvantageIs it better? 2. CompatibilityIs it appropriate? 3. ComplexityIs it understandable?4. TrialabilityCan it be tested? 5. ObservabilityWhat does it look like? Examples of non-adoption

1. Relative AdvantageUSP?

Strategy Canvas

2. CompatabilityIs It Appropriate?

2. Compatability

3. ComplexityLearning Curve

“Good Enough” Design

4. Trialability

Persuasive IA

5. Observability

VisbilityBreadth vs Depth“Information Scent“

2. Adoption Process

Phases In AdoptionKnowledgePersuasionDecisionImplemen-tationConfirma-tionRelative AdvantageCompatabiltiyComplexityTrialabilityObservabilityUncertainty drives the process of adoption

3. Types of Adopters

Pragmatists‘Stick withthe crowd‘Conservatives‘Prove it‘Visionaries‘Be first‘Sceptics‘I doubt it‘Techies‘Let‘stry it out‘Uncertainty drives attitude toward adoption

It turns out our attitude toward technology adoption becomes significant…any time we are introduced to products that require us to change our current mode of behavior...

GeorgeOpportunities Due to personnel cuts, needs help with basic administrative tasksDoesn’t have time to learn new programmes and technologies, but knows they can make things easierConcerned about data backupsMaintains both electronic and paper client files and calendarsLawyer“Competition is tough, so I strive to give clients sound legal advice.”Company & RoleMedium-size firm: 8 fee-earning lawyers, 3 secretaries Practicing law for 7 yearsFocus on traffic law and some family law, but takes cases in other areas as neededHas about 30 active client matters at any timeBackground & Skills36 years old, divorced, 2 childrenHas email and internet for work, used regularlyNovice database searcher, doesn’t invest time to improveNot very tech affine, doesn’t like to deal with tech problems; Needs certainty new tools will improve workTools & ResourcesA few key books at his desk, shared documentation roomPractice management software and paper client filesSubscriptions limited to key journalsAccount with an online research serviceFirm is very conscious about spending on resourcesWork Activities (110%)Go to court (45%)Prepare briefs, documents; Research (20%)Consult with clients face-to-face (15%)Admin work on files, time tracking (10%)Correspond with clients on a matter (10%)Keep up-to-date (5%)Manage business (personnel, supplies) (5%)Typical Work Day 8:30 Check messages, deadlines, prioritize work 9:00 Go to court12:30 Return, correspond with clients13:00Lunch break14:00 Reprioritize, correspondence, manage office15:00 Consult clients face-to-face in office18:00 Client file work, research, prepare next day19:00 Go home with law journal and client filesLate MajoritySources: Interviews internally; Market segmentation documentation; Monster.com; Interviews with customers

Due to personnel cuts, needs help with basic administrative tasks

Doesn’t have time to learn new programmes and technologies, but knows they can make things easier

Concerned about data backups

Maintains both electronic and paper client files and calendars

Medium-size firm: 8 fee-earning lawyers, 3 secretaries

Practicing law for 7 years

Focus on traffic law and some family law, but takes cases in other areas as needed

Has about 30 active client matters at any time

36 years old, divorced, 2 children

Has email and internet for work, used regularly

Novice database searcher, doesn’t invest time to improve

Not very tech affine, doesn’t like to deal with tech problems; Needs certainty new tools will improve work

A few key books at his desk, shared documentation room

Practice management software and paper client files

Subscriptions limited to key journals

Account with an online research service

Firm is very conscious about spending on resources

Go to court (45%)

Prepare briefs, documents; Research (20%)

Consult with clients face-to-face (15%)

Admin work on files, time tracking (10%)

Correspond with clients on a matter (10%)

Keep up-to-date (5%)

Manage business (personnel, supplies) (5%)

Perceived Attributes Adoption Process3. Types of Adopters

What are innovations in IA?

Faceted Classification, personality; matter-property: energy . space ' time1933: Colon ClassificationS. R. Ranganathan

Relative Advantage?Compatability?Complexity?Triability?Observability?

Conclusion IA and UX are fundamentally about innovation Tie innovation to human behaviorAddress human factors of innovation Conduct ethnographic research Use existing frameworks to lower uncertainty Take advantage of the paradigm shiftDesign innovation has never been so relevant Reach out to managers looking to innovate Focus on the risk of non-adoption Leverage existing techniques

Thank YouJames.Kalbach@gmail.comwww.experiencinginformation.com