Informing the evaluation and design of technology in intentional work environments through a focus on artefacts and implicit theories

Observation and analysis of work and computer systems in context can provide valuable information for the evaluation, design and further development of computer systems; however, there are still questions regarding the analysis and utilization of information from field studies. In particular, from a design viewpoint, it is necessary to be able to move from the extensive observational data that is often collected during a field study to information that is relevant for design. In this paper, we discuss the use of theories and models of human-machine interaction to guide the analysis of information gathered during field studies, and illustrate the application of an artefact-based theory with the results from two different and independently conducted case studies. This approach was valuable in structuring information collected in flexible environments, in which models that rely on the normative procedures found in more causal environments may be less useful. In addition to shaping the interpretation of data from the two studies, the use of an artefact-based theory also proved useful in integrating results across the two field studies, to suggest more domain-independent design criteria.