Participation is the Key to Success

When System Concepts conducts work in the field of ergonomics, usability or health and safety we consider it essential to involve the end user population.  For example, should we be looking at improving the usability of an in-house Intranet, designing a mobile phone, or reducing nail gun injuries at a manufacturing site we will discuss tasks, environment and equipment with users.  We place great emphasis on consulting the users throughout any design process to ensure the most practical recommendations are provided and that the user’s knowledge informs the development.

So why is it so important to involve the end user in the process?  Well there is the obvious advantage that the design will be a good fit to the needs of the end user.  An additional benefit for employees will be that people will accept change more readily if they have participated in the planning.  This is important as it gives a level of ownership to those involved, helping a smoother delivery into use. 

Research has shown that the potential benefits of participation in such activities in the workplace include;

• Employee motivation
• Job satisfaction
• Enhanced employee performance
• Enhanced employee health
• Reductions in work–related musculoskeletal disorders
• More rapid implementation of technological or organisational change

The level of participation of the end user can range from very low (asking employees their opinions on one or various issues) to a higher level where the end users’ role is more active.  Common sense and research tells us that the higher the participation levels the better results the intervention will receive. 

High level participatory usability, ergonomics and health and safety techniques can include;

• Early and full involvement of end users
• Regular meetings and focus groups to discuss issues and possible solutions
• Provision of a means of allowing the end user the ability to influence and control changes relating to their job and workplace
• Prototype trialling and feedback capture

The above techniques provide the end user with the opportunity to create a solution rather than simply “rubber stamping” an idea passed down from management level. 

Distinctions can be made between two different types of participation; selective and continuous improvement.  Selective participation involves using the techniques for a specific project, whilst continuous improvement uses participatory practices to achieve continuous improvement within the organisation.  Both types of participation are useful and not mutually exclusive.

Research has also found that full participation in decision making relating to ergonomics, usability and health and safety issues can achieve very good results even if the involvement is done through representatives.  This is good news for clients who have a large workforce as representatives can be used to promote the opinions of a wider audience in a more manageable and timely manner.  This however relies upon the remainder of the workforce being aware of this representation and being given the opportunity and means of discussing issues with these representatives.

So, what should we consider when developing and implementing the process?

• What level of participation will the end user have?  Any amount of participation is good, although the best results in terms of the intervention will be attained if higher levels of participation are achieved.
• Is it possible to involve the end users at the beginning of the project and allow an iterative process to be built up resulting in the best fit intervention?
• Is it possible for the whole workforce to participate or would representatives be a suitable option?
• Have the end users got the necessary knowledge and information to make informed decisions?
• Is there a system in place to ensure the information these participatory sessions generate is integrated into the intervention?

By planning user participation into all our projects, and helping our clients to do the same, we are able to make sure that our recommendations are not only correct in theory but are also practical to implement and readily accepted by the end user.

For further details of ways in which System Concepts can help improve your business please contact us.