Developing a User Interface Knowledge Management System to Support Provision of Clean Water and Sewers in the Buenos Aires Province : A Minor Field Study Based on Interaction Design

Abstract: This study aimed to develop a proof of concept Knowledge Management System (KMS) for Agua y Saneamientos Argentinos (AySA), an Argentinean water and sanitation firm. Key areas of investigation encompassed data management, knowledge sharing, talent retention, and operational efficacy challenges faced by AySA. Following Tiwana's KMS development roadmap, the study analyzed infrastructure, understood AySA's predicaments, identified key stakeholders, aligned KMS with business strategy, designed the infrastructure, and conducted rigorous testing. Qualitative methods, including interviews and observations, were employed to gather insights from AySA employees across multiple departments. These insights shed light on goals, water treatment and climate change challenges, as well as the importance of effective data management and talent retention. The collected data informed the system requirements for the KMS, emphasizing integration, customization, and HR integration. Web-based prototypes were developed based on interviews and AySA's website, incorporating a data lake concept. User-centered testing involving 13 participants evaluated functionality and potential benefits for management and daily workload. The study concludes that a well-designed KMS addressing AySA's objectives is vital, promoting innovation and talent retention. Recommendations for implementation are provided, highlighting its potential to enhance decision-making, streamline processes, and improve organizational performance.