The Web, its Users, and their Tasks

The Framework - The Web (System) | Web User (User) | Web Usage (Task)

Irrespective of the technology, usability focuses on three "core" elements, the system, the user, and the task. Each of these lead to implications for the application design and cannot be neglected. For web applications, these three elements obtain new and unfamiliar meanings. Web design requires a new orientation towards a "design for everyone", not for experts and trained users only.

Figure 1: The "classical" elements of human-computer interaction take on new meanings with the advent of the web

 

The Framework - The Web (System)

For developers and designers, web applications mean a shift from their known technologies and paradigms towards new and often unstable technologies. These present new design options, but also certain limitations:

  • Web technology uses HTML instead of ABAP - a new programming paradigm has to be mastered
  • A web browser act as universal platform for applications and information presentation
  • The web infrastructure is virtually everywhere and need not be installed like the SAPGUI
  • The browser interface and the limitations of HTML imply certain restrictions with respect to the user interface - GUIs allow a more advanced application design

Goal: Get to know and master the new technology.

 

Web User (User)

From a SAP point of view the following web users and scenarios are to be supported:

  • B2B/B2R: Business to Business / Business to Retail - business users (e.g. order goods for your company from another company)
  • B2C: Business to Customer - typical web customers, can be anybody (e.g. ordering products from an online shop)
  • ESS - Self service scenarios, typically found within companies (e.g. address book, ordering equipment, applying for vacation), but also in the administration area (e.g. contacting the city bureau, paying taxes, etc.)

User-centered design is required, because:

  • On the web there are many untrained or casual users (especially in B2C and ESS scenarios)
  • The competition is only one mouse click apart: Users are impatient and soon leave a website if they cannot find or do what they want (B2C scenario)
  • Technology has to be invisible to the users, users want to focus on their task

Goals: Get to know the web users, find new user populations.

 

Web Usage (Task)

Given the user population and the web as a technical framework, the tasks to be performed with web applications can be:

  • Old tasks, but now performed in an easy and efficient way, so that casual and untrained users can perform them
  • New tasks, which take advantage of the web and its global network: These can be
    • "Trivial" or everyday tasks, which are now transferred to the web, but also
    • Innovative ways of doing business, which had not been possible without the web infrastructure

Examples

  • Book a trip or flight
  • Compare prices or pricing conditions
  • Find books, movies, or CDs that I need or fit my personal taste
  • Configure a car, show the result to my wife, check the payment conditions, buy or lease the car

Goal: Find new usage scenarios

 

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Source:  SAP Interaction Design Guide for Internet Application Components