Selected Topics in Management and Modeling of Complex Systems: Editorial Introduction to Issue 15 of CSIMQ

The 15th issue of CSIMQ presents articles discussing management and modeling aspects of informatics research. The provided models and their application help to understand the domains under discussion. The models range from socio-technical models over business process models to models of usable graphical interfaces. Readers might find a lot of interesting aspects in this broad spectrum of management and modeling research. The published articles support management and modeling of complex systems in different ways on different levels of abstraction. The research results reflected in the articles can help to fill knowledge gaps and facilitate decision making in project management, business process management, very complex domain analysis, and data-intensive cyber-physical systems engineering

EVALUASI USER INTERFACE APLIKASI GOJEK TERHADAP PENGGUNA APLIKASI DI KOTA AMBON DENGAN METODE HEURISTIC

At this time the online motorcycle taxi application in Indonesia has grown and is experiencing rapid growth. This can be seen from the many online motorcycle taxi applications that have started providing services and information through an application, especially with a mobile application. Through this development, we can benefit from user involvement in using a good online motorcycle taxi application. Usability and credibility are believed to be one of the factors that influence the involvement of this development and growth. One of the ojegs based on mobile application technology used by the public is Go-Jek. Therefore, this paper presents an empirical study in evaluating the usability of the Go-jek mobile application. Software testing needs to be done so that it can be seen whether the software being developed meets the needs of end users. The results obtained show that knowing the severity of the application can be used to improve the Go-jek application. Key Words : Ambon, Mobile Application, Go-jek, Heuristic, Severity  Pada saat ini aplikasi ojek online di Indonesia telah berkembang dan mengalami pertumbungan yang pesat. Itu terlihat dari banyaknya aplikasi ojek online yang sudah mulai memberikan layanan dan informasi melalui sebuah aplikasi terutama dengan aplikasi mobile. Melalui perkembangan ini kita dapat mengambil manfaat dari keterlibatan pengguna dalam menggunakan aplikasi ojek online yang baik, tentang kegunaan dan kredibilitas diyakini menjadi salah satu factor yang mempengaruhi keterlibatan perkembangan dan pertumbuhan itu. Salah satu ojek berbasis teknologi aplikasi ponsel yang digunakan oleh masyarakat adalah Go-Jek. Oleh karena itu, Makalah ini menyajikan studi empiris dalam mengevaluasi usability aplikasi mobile Go-jek. Pengujian perangkat lunak perlu dilakukan agar dapat diketahui apakah perangkat lunak yang dikembangkan telah memenuhi kebutuhan pengguna akhir. Hasil yang diperoleh menunjukan bahwa dengan mengetahui severity dari aplikasi tersebut, dapat digunakan untuk perbaikan pada aplikasi Go-jek. Kata Kunci: Ambon, Aplikasi Mobile, Go-jek, Heuristic, Severity &nbsp

Un nuevo enfoque para el descubrimiento de conocimiento en el contexto de usabilidad Web

La usabilidad juega un papel clave en el aumento de la satisfacción del usuario y proporciona numerosos beneficios a los sitios web. Los sitios exitosos y fáciles de usar son el resultado de un proceso de diseño centrado en el usuario con un fuerte énfasis en la evaluación de la usabilidad, una tarea que puede ser larga y costosa. Para afrontar esta situación, se presenta el desarrollo de un proceso de evaluación con enfoque heurístico basado en los componentes de usabilidad definidos por J. Nielsen (Aprendizaje, Eficiencia, Memorización, Prevención de Errores y Satisfacción), al que se aplican técnicas de descubrimiento de conocimiento para determinar las relaciones entre diferentes heurísticas y componentes, con el fin de encontrar patrones en problemas de usabilidad. Se realizaron cinco estudios para encontrar diferentes tipos de relaciones utilizando técnicas de minería de datos, obteniendo varios patrones que los diseñadores o desarrolladores podrían utilizar para priorizar sus esfuerzos en la mejora de los sitios web, ya sea en los diseños de interfaz de usuario o en las características que ofrecen.Usability plays a key role in increasing user satisfaction and provides numerous benefits to websites. Successful and easy-to-use sites are the result of a user-centered design process with a strong emphasis on usability assessment, a task that can be lengthy and costly. To deal with this situation, we present the development of an evaluation process with a heuristic approach based on the usability components defined by J. Nielsen (Learning, Efficiency, Memorization, Error Prevention and Satisfaction), to which we apply knowledge discovery techniques to determine the relationships between different heuristics and components, in order to discover patterns in usability problems. Five studies were performed to find different types of relationships using data mining techniques, obtaining several patterns that designers or developers could use to prioritize their efforts in improving websites, either in user interface designs or in features they offer.Fil: Chavez Boza, Betty Margarita. Universidad Técnica Estatal de Quevedo; EcuadorFil: Schiaffino, Silvia Noemi. Consejo Nacional de Investigaciones Científicas y Técnicas. Centro Científico Tecnológico Conicet - Tandil. Instituto Superior de Ingeniería del Software. Universidad Nacional del Centro de la Provincia de Buenos Aires. Instituto Superior de Ingeniería del Software; ArgentinaFil: Teyseyre, Alfredo Raul. Consejo Nacional de Investigaciones Científicas y Técnicas. Centro Científico Tecnológico Conicet - Tandil. Instituto Superior de Ingeniería del Software. Universidad Nacional del Centro de la Provincia de Buenos Aires. Instituto Superior de Ingeniería del Software; ArgentinaFil: Portilla, Elías. Universidad Técnica Estatal de Quevedo; EcuadorFil: Erazo, Orlando. Universidad Técnica Estatal de Quevedo; Ecuado

Seeing industrial services through experience lens - Revealing a customer experience map to design for an experiential service in B2B context

Nowadays, more and more companies become aware of the importance on experience investment, which not only brings customers pleasant and meaningful interactions during the business but also supports the company to formulate key brand differentiator compared to other competitors. Through the theoretical background research, it has been found that there is still a lack of academic studies and design cases about investigating industrial services with experiential thinking in business-to-business context. As a branch of UXUS research program, the thesis work relies on the case study in cooperation with Rolls-Royce Marine that deals with B2B transactions with customers. It depicts the exploration on how the customer experience map could be constructed under the product context ‘UUC azimuth thruster’ to support refining its industrial service through utilizing experience lens for the near future. Starting with project background introduction and study context definition, the objectives of this thesis have been framed as three research questions, which comprise of discovering the way to promote internal understanding on UUC customer journey as well as bringing the big picture of UUC customer service experience to in-house staff, and enhancing the focused service from the experiential aspect within a short-term outlook. After representing the literature review from both academic and practical domain, the in-house research is described about applying semi- structured interviews to map the industrial service process with touch points. It documents the identification regarding key service interactions and the internal standpoints about the customer service experience. The customer study process is explained then as collecting first-hand customer experience within the targeted UUC service scope, the information of customer journey context has been enriched at the same time. T o Integrate the internal and external study results, the first outcome of this thesis - UUC customer experience map has been uncovered to Rolls-Royce Marine. By identifying the key opportunity from the customer experience map, the thesis continues to illustrate the process of utilizing the experience goals for ideating the experience-driven actions that Rolls-Royce Marine could take on future service development. The developed concept is presented in detail as an experiential service story which has been further built up through information architecture, the flow of interaction and wireframes establishment, and Hi-Fi prototype creation. Lastly, the two outcomes of the thesis have been evaluated by internal experts to determine the directions for the following implementation. Through the in-house assessment, the customer experience map has been regarded as a valuable and meaningful tool that could help mapping the UUC customer journey and the related customer service experience. The re ned UUC service concept has also achieved quite positive feedback from the evaluators, which aims to boost the user experience both inside and outside the organization

Design-Time Web Usability Evaluation with Guideliner

The diversity of smartphones and tablet computers has become an integral part of modern life. An essential requirement for web application development is following web usability guidelines, while designing web user interface (UI). Even a minor change in UI could lead to usability problems. Empirical evaluation methods like interviews and questionnaires with user-tests and card sorting are effective in finding such problems. Nevertheless, there are multiple obstacles preventing the application of these methods especially for evaluating minor UI changes, for instance, due to the time and human-resources they require, and the amount of data to be processed. The purpose of this current publication is to present Guideliner – a tool for implementation-time automatic evaluation of web UI conformance to predefined usability guidelines. The main contribution of the presented solution is enabling immediate cost-efficient and automated web UI evaluation that conforms to available and set standards