A framework to improve evaluation of novel decision support tools
July 16, 2020
Organizations that introduce new technology into an operational environment seek to improve some aspect of task conduct through technology use. Many organizations rely on user acceptance measures to gauge technology viability, though misinterpretation of user feedback can lead organizations to accept non-beneficial technology or reject potentially beneficial technology. Additionally, teams that misinterpret user feedback can spend time and effort on tasks that do not improve either user acceptance or operational task conduct. This paper presents a framework developed through efforts to transition technology to the U.S. Transportation Command (USTRANSCOM). The framework formalizes aspects of user experience with technology to guide organization and development team research and assessments. The case study is examined through the lens of the framework to illustrate how user-focused methodologies can be employed by development teams to systematically improve development of new technology, user acceptance of new technology, and assessments of technology viability.