Abstract
Decision support systems designed for audiences of a specific level of user computer knowledge, such as novice users, ignore differences among users. Models designed for experienced users lose the novice user. Models designed for novice users frustrate the experienced user. On the other hand, DSS models designed for users of a wide breadth of knowledge are harder and more costly to develop since alternate user knowledge paths must first be decided upon and then made available. Three models were developed using human factors principles. One model was directed towards novice users, one to experienced users, and the third to both novice and experienced users--the third model is selective. The model used was a juror processing management game. An experiment was conducted to test the differences between models. Student subjects were randomly assigned to the three models within three categories of computer knowledge. The subjects performed on one of the three assigned models. Performance criteria were costs incurred and time to complete the model task. The results indicate that (1) general computer knowledge does not appear to be as important as applications knowledge or specific model knowledge on decision support system performance, and (2) human factors principles can be effectively translated to programming techniques that close the performance differences between novice and experienced users. Thus, the need for general, user selective models may not be as important as suggested in the literature. The results of this study have important implications for both the business systems designer and the business systems educator. The results indicate a change in direction for user training and a change of emphasis away from computer knowledge training in business academic curricula.
Martin, Merle P. (1984). Designing decision support systems for a broad range of user experience. Texas A&M University. Texas A&M University. Libraries. Available electronically from
https : / /hdl .handle .net /1969 .1 /DISSERTATIONS -579036.