Human Activity Model

Human Activity Model

Tasks are typically computer-mediated

The system is a human activity system

Activities are routed through the computer (tool)

Successful task completion is dependent upon the permeability of the barriers

Performance = | Ideal - Actual | states

Measuring | Ideal - Actual | depends on monitoring the person and the state of the system

Dependent on

time

quality

error

Barriers are defined by gaps that exist in the performer’s knowledge of the work/problem space, access to relevant information and data, ability to make decisions, understanding of the work processes, ability to establish the goal, etc.

Barriers are removed by constructing appropriate support

Appropriate support is found in diverse systems

Diverse systems are developed in diverse fields

The dynamics around increasing the permeability of the barriers as the performer attempts to achieve the task are what comprise performance support

Performance support therefore depends on

modeling the task

profiling the performer

measuring key performance indicators

responding continuously

Continuously measure the human’s state with respect to the task

Measure total time to accomplish business goal: tdiscovery + texecute

System respond accordingly

the human may be initially incompetent (making the system incompetent with respect to the business goal)

competence increases continuously

total system performance improves continuously (which means that business performance improves continuously)

The ability for the ‘system’ to complete tasks more accurately and efficiently is dependent upon monitoring, feedback, and newly applied interventions