Enhancing eCommerce Usability: A Case Study on Call Center Apps, Slides of Applications of Computer Sciences

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Improving the Usability of e-

Commerce Applications Using

Business Processes

Topic:

The outline

• Introduction
• Sample Scenarios
• Business Processes
• The Approach for Improving UI
• Improving the UI using Business Process
• Usability Study
• Conclusion and future work

Sample Scenarios

• What are attributes of Usability?
  • Learnability, low error rate, memorability, efficiency, user satisfaction.
• The call center application
  • Contains several UI components
  • Customer Service Representatives use the application to create and manage customer orders.

The improved UI offers

• Support for Evolving Business Processes
  • Automatically generate the components that are in accomplishing the tasks
• Support for Context Awareness
• Support for Automatic Navigational Transition

The Approach for

Improving UI

The approach (1/2)

• Recovering Roles and Their Mappings to Tasks
• Recovering Task-UI Bindings. To match:
  • the task name with the names of UI components
  • the task name with the names of a widget in a UI component
  • the task name with the data items in a UI component
  • The name of a task with the names of function calls (callback)
  • The input and output data of a task with the data.

Dynamic Execution Environment

• Showing Navigation Sequences for Business

Processes

• Providing Context Awareness Guidance

Improving the UI of a Call Center

Application Using Business Process

• Generating the Dynamic Execution

Environment

• Process Definition Parser (IBM WBM)
• Role Model Generator
• UI Model Generator
• Navigation Sequence Generator
• Code Generator

Usability and Type of UI

• T-test
• Hypothesis

(alpha = 0.05):

• The usability of

the improved UI

is better than

original UI

Usability and Tutorial

• T-test
• Hypothesis (alpha = 0.05):
• Tutorial does not have significant effect on the usability of the improved UI for novice user

Conclusion and Future Work

• An approach to restructure the UI and improve it.
  • Provides navigational guidance
  • Context awareness assistance
• The limitations:
  • Specify a single navigation sequence to carry out business activities
  • Treat each process as independent as others.
• Optimize the navigation sequence with fewer clicks and fewer UI components
• Permit users to populate data fields in an active process instance
• Automate to insert triggers into source code
• Apply this approach to other applications