Smart Task Manager
Take the Guess Out of Delegation
Ross B. Langham III
May 3rd, 2011
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |1
Smart Task Manager
Take the Guess Out of Delegation Ross Langham
[INTENTIONALLY LEFT BLANK]
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |i
Smart Task Manager
Take the Guess Out of Delegation Table of Contents Ross Langham
1. Introduction .................................................................................................................. 1
2. Users .............................................................................................................................. 2
2.1. Users’ Needs ............................................................................................................ 2
2.2. User Profiles ............................................................................................................ 3
2.3. Personas, Scenarios, and Expected Results ............................................................. 4
3. Task Analysis ............................................................................................................... 5
4. Use Case Diagram ........................................................................................................ 6
5. Requirements ............................................................................................................... 8
5.1. Functional Requirements ......................................................................................... 8
5.2. Data Requirements ................................................................................................... 9
5.3. Environmental Requirements .................................................................................. 9
5.4. User Characteristics ............................................................................................... 10
6. Conceptual Models .................................................................................................... 11
6.1. Interface Metaphor ................................................................................................. 11
6.2. Interaction Style ..................................................................................................... 11
6.3. Interface Style ........................................................................................................ 11
6.4. Functions It Supports ............................................................................................. 12
6.5. Relationships Between Functions .......................................................................... 12
6.6. Information Requirements ..................................................................................... 12
7. Prototyping ................................................................................................................. 13
7.1. Storyboard .............................................................................................................. 13
7.1.1. Feedback from Storyboard .............................................................................. 14
7.2. Card-based Prototype ............................................................................................. 15
7.2.1. Feedback from Card-based Prototype ............................................................. 15
8. Test Protocol ............................................................................................................... 16
8.1. Standard Task ........................................................................................................ 16
8.2. User Performance Measures .................................................................................. 16
8.2.1. Reaction Time .................................................................................................. 16
8.2.2. Error Rate ......................................................................................................... 16
8.2.3. Time to Learn .................................................................................................. 16
8.2.4. User Satisfaction .............................................................................................. 16
8.2.5. Usability Testing and Field Studies ................................................................. 17
8.2.5.1. Benefits ...................................................................................................... 17
8.2.5.2. Problems .................................................................................................... 17
8.3. Consent Form ......................................................................................................... 18
9. Heuristic Evaluation .................................................................................................. 19
References ....................................................................................................................... 20
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | ii
Smart Task Manager
Take the Guess Out of Delegation 1. Introduction Ross Langham
Delegating and managing tasks performed by any group of people quickly becomes a complicated task in
itself. Managers often complain of not feeling personally productive as the largest sum of their efforts and
energy is spent on determining to whom to delegate tasks and following up on those delegations.
Task management applications are relatively abundant; however, many of them are complicated to use, do
not fit the working model of an organization, diminish overall efficiency, or all of these mentioned. Often
these systems are designed by computer scientists, software and database engineers. These developers do
not always have the clearest sense of the true needs of an end user. A software developer’s perception of
traversing a systems will be quite different than a user attempting to make use of it while juggling a host of
other duties.
The Smart Task Manager, for lack of a better label, begins at the small business manager’s perspective. It is
designed to be customizable to a particular organization and run in-line with its daily business functions.
This document outlines the development process for the Smart Task Manager. This includes descriptions of
the users, analysis of the system tasks, use case diagrams, and requirements. Conceptual models, prototypes,
and testing protocols are provided, as well.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |1
Smart Task Manager
Take the Guess Out of Delegation 2. Users Ross Langham
2.1. Users’ Needs
A manager within an organization supervises a group of individuals through a concerted effort to achieve
common objectives for the organization’s success. A facet of this supervision is the delegation of tasks to
subordinates. The manager must also ensure the completion of these delegated tasks and generate
productivity reports.
The manager requires a system that allows him to quickly assign a task to a single employee or group of
employees without complication or confusion. This task may be routine task or an original instance. After
the task has been assigned, the system will monitor the progress of the task and send information to the
manager through automatic and user-generated reports and prompts.
A brief description of the manager’s duties:
Delegate tasks
- Assign routine and non-routine tasks requiring varying skill level, time, and cost to
employees of varying skill level and workloads.
Manage delegated tasks
- Follow-up with employees on task progress, provide additional information and
guidance as necessary, and encourage employee to complete tasks.
Generate reports
- Evaluate statistics on number of tasks completed, their duration, expense to complete,
and levels of employee success.
An employee, for the purpose of this report, means any person who is assigned a task from another person
with authority to assign tasks. The employee receives task delegations from a manager and must complete
these tasks. Throughout the progress of completing a task, an employee may need additional information
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |2
Smart Task Manager
Take the Guess Out of Delegation 2. Users Ross Langham
or guidance, and to report to his manager on the progress of the task. Once the task is completed, the
employee must notify his manager of the completion.
An employee’s duties include:
Receive task delegations
- Be notified of an assigned task, perform the task, and seek additional information as
necessary.
Report on delegated tasks
- Track progress of task in time and monetary values, and notify interested parties of
progress and completion of the task.
2.2. User Profiles
Manager A
Manager A is a 42 year-old female with ten years experience with the company. She supervises fifteen
employees in the accounting department of a medium-sized company of 100 total employees. In addition
to supervising her team, Manager A directs the financial policy of the company and regularly meets with
suppliers, lenders, and customers regarding financial matters. She reports directly to the president and
founder of the company.
Employee 1
Employee 1 is a 24 year-old male who graduated from university two years ago. He has worked with the
company for eight months as an accounts payable clerk in Manager A’s accounting department. Employee
1 performs repetitive accounting-related tasks, such as bill-paying, ledger-updating, and regulation
compliance.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |3
Smart Task Manager
Take the Guess Out of Delegation 2. Users Ross Langham
2.3. Personas, Scenarios, and Expected Results
Manager A
It is Tuesday morning; Manager A will be out of the office in meetings with banking officers throughout
the day. It is the last week of the month, a number of invoices are due to be paid by the 5th of the next
month, payroll reports are due, and monthly budget reports are due from the previous month. Manager A
has assigned the check processing for a set of the regular invoices to Employee 1. Additionally, this month,
she requested that he process the payment of a one-time invoice for new office furniture. She needs the
production department payroll report to complete the company payroll report for the month.
Employee 1
Employee 1’s job responsibilities include compiling the monthly payroll reports for the production
department and submitting that report to Manager A. Additionally, he must process the payment of
invoices as assigned by his supervisor. It is Tuesday morning, and he must process several regular invoices
and one new one-time invoice. Employee 1 has a question regarding the purchase order number for the
office furniture invoice, which he needs answered before he finish the payment process. He received the
production department payroll report yesterday morning, and he remembers submitting it to Manager A.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |4
Smart Task Manager
Take the Guess Out of Delegation 3. Task Analysis Ross Langham
A manager expects to assign a task to an employee and have the task completed in an expected and
reasonable amount of time. Additionally, the manager needs to be informed of the progress and status of
any task at any point in time. The manager must communicate necessary information to the employee for
him to complete the task successfully. An employee is assigned tasks by a supervisor and must complete
those tasks within an expected and reasonable amount of time.
Often many tasks are delegated across a number of employees, making it difficult for managers to keep
track of the delegated tasks. Furthermore, an employee for various reasons will forget to perform tasks
without reminders. In other instances, an employee asks the manager for information, and the manager
fails to reply with the needed information and the task goes uncompleted.
In a pristine environment, a manager assigns tasks to several employees. The employees each perform
their respective tasks and reports to the manager with a notification of completion and the work product if
applicable.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |5
Smart Task Manager
Take the Guess Out of Delegation 4. Use Case Diagram Ross Langham
Manager
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |6
Smart Task Manager
Take the Guess Out of Delegation 4. Use Case Diagram Ross Langham
Employee
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |7
Smart Task Manager
Take the Guess Out of Delegation 5. Requirements Ross Langham
5.1. Functional Requirements
Requirement #: F1 Requirement type: Functional Event/Use Case #: 1
Description: The system will allow the user to input tasks.
Rationale: A task is an abstract of a duty to be performed by an employee. A task must exist in
the system before an assignment can be given to an employee.
Source: Industry experience
Fit Criterion: After entering a task into the system, the user is able to view the task included in a
list of all tasks in the system.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: A company profile and user Conflicts: None
profile have been created in the system.
Supporting Materials: None
History: None
Requirement #: F2 Requirement type: Functional Event/Use Case #: 1
Description: A manager is able to assign a task to an employee.
Rationale: An assignment is an instance of a task object with additional information specific to
that assignment. An employee is not able to complete tasks that have been assigned to him.
Source: Industry experience
Fit Criterion: After submitting the task assignment, notifications are sent to the employee and
manager. The assignment appears in the task lists on the employee’s and manager’s dashboards.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: Company, manager, and Conflicts: None
employee profiles have been created in the
system and tasks have been entered into the
system.
Supporting Materials: None
History: None
Requirement #: F3 Requirement type: Functional Event/Use Case #: 1
Description: An employee updates the progress and status of an assignment.
Rationale: A manager requires progress reports n assigned tasks.
Source: Industry experience
Fit Criterion: Upon updating an assignment as completed, a notice is sent to the manager and the
assignment is marked as completed on the manager’s and employee’s dashboards.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: Company, manager, and Conflicts: None
employee profiles have been created in the
system and tasks have been entered into the
system. An assignment has been made by a
manager to an employee.
Supporting Materials: None
History: None
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |8
Smart Task Manager
Take the Guess Out of Delegation 5. Requirements Ross Langham
5.2. Data Requirements
Requirement #: D1 Requirement type: Data Event/Use Case #: 1
Description: User profiles are created in the system
Rationale: The system manages task relationships between managers and employees, which are
data objects with certain attributes in the system.
Source: Industry experience.
Fit Criterion: User profiles can be called in the system for review.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: A company profile is created in Conflicts: None
the system.
Supporting Materials: None
History: None
Requirement #: D2 Requirement type: Data Event/Use Case #: 1
Description: Tasks are created in the system.
Rationale: The system manages tasks assigned by managers to employees.
Source: Industry experience
Fit Criterion: Task objects can be called in the system for review.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: A company profile is created in Conflicts: None
the system.
Supporting Materials: None
History: None
5.3. Environmental Requirements
Requirement #: E1 Requirement type: Event/Use Case #: 1
Environmental
Description: The system must be deployed on an organization’s server within its local area
network or on server in a hosted cloud network.
Rationale: The system is a shared resource across an entire organization.
Source: Industry experience
Fit Criterion: The system has been installed and tested on required hardware by a network
administrator.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: The organization has acquired Conflicts: None
the necessary equipment.
Supporting Materials: None
History: None
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P age |9
Smart Task Manager
Take the Guess Out of Delegation 5. Requirements Ross Langham
5.4. User Characteristics
Requirement #: U1 Requirement type: User Event/Use Case #: 1
Characteristic
Description: The system shall be designed so that it can be used by people age 15 and older with
varying levels of computer experience.
Rationale: The system must be easy to use by individuals across an organization.
Source: Industry experience.
Fit Criterion: The interface has easy to navigate menus that use pictures and words to guide the
user through its use.
Customer Satisfaction: 5 Customer Dissatisfaction: 0
Dependencies: The user is an English speaker Conflicts: None
with minimal visual and physical challenges.
Supporting Materials: None
History: None
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 10
Smart Task Manager
Take the Guess Out of Delegation 6. Conceptual Models Ross Langham
6.1. Interface Metaphor
The system applies quantitative methods to human resource management which in turn make the
operations more efficient and effective.
“Taking the guess work out of delegation, so everyone can do more.”
6.2. Interaction Style
Interaction style describes the ways in which users interact with the system. There are four types of
interaction: conversing, exploring, manipulating, and instructing.
- Conversing – users “have a dialog” with the system
- Exploring – users move through a virtual environment
- Manipulating – when users interact with the system, they manipulate it in some way, shape, or form
- Instructing – users give instructions to the system
This system incorporates the Manipulating style by providing a graphical user interface to the user who
manipulates the systems with menu commands and by selecting action buttons.
6.3. Interface Style
The interface style supported by this system is a WIMP-GUI, or Window, Icon, Menu, Pointing Device –
Graphical User Interface. A user navigates menus in windows and selects icons using the mouse or touch-
screen pointing device. Additionally, the user inputs text through a keyboard.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 11
Smart Task Manager
Take the Guess Out of Delegation 6. Conceptual Models Ross Langham
6.4. Functions It Supports
The system supports numerous functions that can be initiated either internally or by the user.
Notifications, for example, can be automatically generated by the system given certain criteria or a user
can push notifications to other users by selecting certain command requests.
Database management, data processing, and synchronization between processes is handled solely
internally by the system. The user does not interact with raw data inside the system.
Data entry, however, is performed by users. Data format error-checking is conducted as data is inputted to
the system, though, it is not 100% reliable.
6.5. Relationships Between Functions
The system is designed for multiple users to interact with it simultaneously. Data synchronization and
protection is critical as functions can be performed in any possible order.
6.6. Information Requirements
The system relies on several data objects;
- a company, - tasks associated with the teams,
- departments of the company, - assignments of tasks to employees in a
- teams within the departments, team by a supervisor.
- employees within the teams,
Information specific to each of these objects must be entered to the system for it to function properly and
give expected results. Additional data objects such as date/time information, and statistical data are
obtained through calculations using system variables and other data in the system.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 12
Smart Task Manager
Take the Guess Out of Delegation 7. Prototyping Ross Langham
7.1. Storyboard
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 13
Smart Task Manager
Take the Guess Out of Delegation 7. Prototyping Ross Langham
7.1.1. Feedback from Storyboard
Feedback from the storyboard audience generally includes positive comments regarding the system’s
module style interface. The ability to customize both the information provided and its appearance is
eagerly received by users. However, test users express concern over the burden of the initial setup of the
system. Because the system requires considerable entry of data before the system can be implemented, test
users warn of a low adoption rate.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 14
Smart Task Manager
Take the Guess Out of Delegation 7. Prototyping Ross Langham
7.2. Card-based Prototype
Begin creating user profiles in the system. View created user profiles.
View a created task object in the system. Assign a task object to an employee.
View the “Dashboard” of a manager View the “Dashboard” of an employee.
employee.
View and update an employee
assignment.
7.2.1. Feedback from Card-based Prototype
Test users, during an evaluation of the card-based prototype, made requests for system enhancements.
These include; additional interfaces to interact with the system, such as through mobile devices and email.
Users want to submit task information to the system via email to the system. Additionally, users want the
ability to view and update tasks from their mobile devices.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 15
Smart Task Manager
Take the Guess Out of Delegation 8. Test Protocol Ross Langham
8.1. Standard Task
The users meeting the user criteria were selected to interact with the system in a uniform way. The user
was instructed to:
- Log into the system as a manager (with given credentials)
- Create a new employee in that manager’s department and assign the new employee to a
department team
- Assign a previously created task to the new employee.
- Review the Dashboard and make notes on information provided.
- Log out of system as manager.
- Log into the system as the new employee (with given credentials)
- Review the Dashboard and make notes on information given.
- Select the assigned task and update its status.
- Log out of the system.
8.2. User Performance Measures
8.2.1. Reaction Time
Definition: the amount of time it takes a user to complete a task. The average reaction time of the
two users who completed the task was eight minutes. The most significant portion of time was
spent on creating a new employee account. This is not a typical daily task that a manager would
perform, nor would a user log into multiple accounts. This test offers a good representation,
however, of a how normal user is able to navigate the system.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 16
Smart Task Manager
Take the Guess Out of Delegation 8. Test Protocol Ross Langham
8.2.2. Error Rate
Definition: the number and type of errors the users make per task. Aside from minor typographical
errors made while entering textual data, the test users made several navigation errors. One user
navigated to “Enter New Task” rather than “Assign Task” when attempting to assign a previously
created task to the new employee.
8.2.3. Time to Learn
Definition: the time it takes a user to learn a task. All of the users have experience interacting with
GUI based programs. They did require some time to learn the placement of menu icons and
information boxes. The average time to learn was approximately 42 seconds.
8.2.4. User Satisfaction
Definition: a qualitative measure of performance in which users express their happiness with the
device. The users expressed happiness at the ability to see consolidated views of tasks waiting to be
completed. One user remarked that this system would save considerable time and ensure that tasks
do not get left uncompleted.
8.2.5. Usability Testing and Field Studies
8.2.5.1. Benefits
Testing proves beneficial for the development of a system because it provides opportunities
to make improvements and fix unseen problems based on feedback from users who were not
involved with the project during its early development stages. Modifications made at this
stage could potentially save a development company large expense in lost sales or after-
release product fixes.
8.2.5.2. Problems
Testing is quite expensive to conduct and is often only incorporated by large development
companies. Also, ensuring consistency across tests is difficult .
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 17
Smart Task Manager
Take the Guess Out of Delegation 8. Test Protocol Ross Langham
8.3. Consent Form
A standard consent, indicating that responses and information provided will be used for purposes in this
study, was provided to all test users involved in this study.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 18
Smart Task Manager
Take the Guess Out of Delegation 9. Heuristic Evaluation Ross Langham
Findings Benefits Costs Limitations
Usability Testing Users were Able to receive Moderate Difficult to obtain
comfortable immediate consistent testing
navigating the feedback from among all users
system, and users
they
successfully
accomplished
objectives.
Field Studies Users are happy Structured, Costly This method is
with the hands-on testing time consuming
improved sense
of productivity.
Analytical Evaluation Users presented Evaluates the Costly User experience
numerous entire system will not be taken
requests for from a different into account
improvements point-of-view
and
modifications.
Development
will be an
ongoing process
through regular
product
updates.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 19
Smart Task Manager
Take the Guess Out of Delegation References Ross Langham
Sharp, Rogers, and Preece. Interaction Design Beyond Human-Computer Interaction, 2ed. San
Francisco, 2007.
CS 4326 Human Factors in Computer Systems
Dr. John Durrett
Spring 2011 P a g e | 20