Design Directions for Supporting Implicit Interactions in a Market Surveillance System

Abstract: Enterprise systems are built for companies and used by the employees to complete work tasks. Focus on userdriven designs for consumer technology has led to expectations of user-friendly designs. Enterprise technology tends, however, to be more technology-driven rather than user-driven, creating unmatched expectations and mismatch between end-user and company objectives. This is why it is necessary to also consider enterprise systems from a user-driven perspective. Therefore, this study addresses user-driven enterprise designs through the Implicit Interaction Framework using a market surveillance system (MSS) as a case study. Practical design implementations and insights were gained through Research through Design (RtD), which were obtained from a survey to validate potential problems, mapping activities using the framework to gain design insights, and prototyped wireframes expressed through narrative video scenarios and evaluated with UX professionals to identify design directions. Three design directions were identified: Recall: Actions for Reminding, Collaboration: Anticipation of Intention, and Disruption: Supporting Ongoing State-Shifting. Control comes at the cost of disruption or risking wrongful actions, context of implicitness creates a trade-off between cognitive load and risk of errors, and lastly UX professionals might have to balance competing objectives in a situation where they collide. Furthermore, the Implicit Interaction Framework can guide enterprise UX designers and researchers to understand the interplay and interactions occurring between system and end-user. However, it is a translation where the complexity of enterprise systems is in some respects difficult to demonstrate, where better end-user experiences through implicit interactions should not be assumed.