The purpose of this paper is to explore the possibility of using a metric to measure user acceptability of a system prior to its implementation.
Empirical research is carried within PISO®, an existing process improvement method that harnesses the expertise of system users in redesigning systems. A metric called “warm glow” is trialled, designed to test the level of user acceptance to system change.
The paper finds that the “warm glow” metric was applied to a number of system redesigns applying the PISO method, to check user opinion of the existing system against the proposed system. It was found that use of the “warm glow” metric does give a measured approach to gauging acceptability. Two possible influences were considered during the study. The first was the Halo effect which suggests an optimal stage in the redesign at which to rate processes in terms of user opinion. Results in this case appeared consistent irrespective of time. The second was the Hawthorn effect which suggests that simply by being “singled out” to redesign the system, user opinions will be positively biased. Findings in this respect were inconclusive. The need is noted for further research into possible effects.
It is likely that such a technique could by used more widely than within the PISO method.
The paper provides a means of testing user acceptance to systems via rating of system processes.
