Designing operations systems interfaces that are easy to use

An important factor in the planning and development of AT&T operations systems is their ease of use. This paper describes the value of easy-to-use operations systems, and what needs to be done to produce such systems. Projects need to implement systematic user-centered usability engineering processes, including setting measurable usability objectives, documenting user tasks and scenarios, prototyping iteratively, conducting structured design reviews, testing for usability, and examining post-delivery usability data. For operations systems, there needs to be an explicit focus on user interface consistancy, both within and across systems. Consistency can be achieved by identifying common elements, collaboratively designing those elements, producing common specifications, and supporting the entire process with common tools, reusable software libraries, and centralized coordination. In addition, several other interface design principles are described that, if followed, will improve system usability.