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ChaPter 1 • SyStemS, roleS, and develoPment methodologieS 5

Incorporating Human–Computer Interaction Considerations
In recent years, the study of human–computer interaction (HCI) has become increasingly impor-
tant for systems analysts. Although the definition is still evolving, researchers characterize HCI
as the “aspect of a computer that enables communications and interactions between humans and
the computer. It is the layer of the computer that is between humans and the computer” (Zhang,
Carey, Te’eni, & Tremaine, 2005, p. 518). Analysts using an HCI approach are emphasizing
people rather than the work to be done or the IT that is involved. Their approach to a problem
is multifaceted, looking at the “human ergonomic, cognitive, affective, and behavioral factors
involved in user tasks, problem solving processes and interaction context” (Zhang, Carey, Te’eni,
& Tremaine, 2005, p. 518). HCI moves away from focusing first on organizational and sys-
tem needs and instead concentrates on human needs. Analysts adopting HCI principles examine a
variety of user needs in the context of humans interacting with information technology to com-
plete tasks and solve problems. These include taking into account physical or ergonomic factors;
usability factors that are often labeled cognitive matters; the pleasing, aesthetic, and enjoyable
aspects of using the system; and behavioral aspects that center on the usefulness of the system.
Another way to think about HCI is to think of it as a human-centered approach that puts
people ahead of organizational structure or culture when creating new systems. When analysts
employ HCI as a lens to filter the world, their work will possess a different quality than the work
of those who do not possess this perspective.
Your career can benefit from a strong grounding in HCI. The demand for analysts who are
capable of incorporating HCI into the systems development process keeps rising, as companies
increasingly realize that the quality of systems and the quality of work life can both be improved
by taking a human-centered approach at the outset of a project.
The application of human–computer interaction principles tries to uncover and address the
frustrations that users voice over their use of information technology. These concerns include a
suspicion that systems analysts misunderstand the work being done, the tasks involved, and how
they can best be supported; a feeling of helplessness or lack of control when working with the
system; intentional breaches of privacy; trouble navigating through system screens and menus;
and a general mismatch between the system designed and the way users themselves think of their
work processes.
Misjudgments and errors in design that cause users to neglect new systems or that cause
systems to fall into disuse soon after their implementation can be eradicated or minimized when
systems analysts adopt an HCI approach.
Researchers in HCI see advantages to the inclusion of HCI in every phase of the SDLC. This
is a worthwhile approach, and we will try to mirror it by bringing human concerns explicitly into
each phase of the SDLC. As a person who is learning systems analysis, you can also bring a fresh
eye to the SDLC to identify opportunities for designers to address HCI concerns and ways for
users to become more central to each phase of the SDLC. Chapter 14 is devoted to examining
the role of the systems analyst in designing human-centered systems and interfaces from an HCI
perspective.

Identifying Problems, Opportunities, and Objectives
In this first phase of the systems development life cycle, an analyst is concerned with correctly
identifying problems, opportunities, and objectives. This stage is critical to the success of the rest
of the project because no one wants to waste subsequent time addressing the wrong problem.
The first phase requires that the analyst look honestly at what is occurring in a business.
Then, together with other organizational members, the analyst pinpoints problems. Often oth-
ers will bring up these problems, and they are the reason the analyst was initially called in.
Opportunities are situations that the analyst believes can be improved through the use of comput-
erized information systems. Seizing opportunities may allow the business to gain a competitive
edge or set an industry standard.
Identifying objectives is also an important component of the first phase. The analyst must
first discover what the business is trying to do. Then the analyst will be able to see whether some
aspect of information systems applications can help the business reach its objectives by address-
ing specific problems or opportunities.
The people involved in the first phase are the users, analysts, and systems managers coordi-
nating the project. Activities in this phase consist of interviewing user management, summarizing