Problem-Driven Approach to the Design of Information Technology Systems Supporting Complex Cognitive Tasks

The present paper proposes a methodological framework for the design and evaluation of information technology systems supporting complex cognitive tasks. The aim of the methodological framework is to permit the design of systems which: (1) address the cognitive difficulties met by potential users in performing complex problem-solving tasks; (2) improve their potential users’ problem-solving performance; and (3) achieve compatibility with potential users’ competences and working environment. After a short review of the weaknesses of existing systems supposed to support complex cognitive tasks, the theoretical foundations of the proposed methodology are presented. These are the ergonomic work analysis of French ergonomists, cognitive engineering, cognitive anthropology–ethnomethodology and activity theory. The third section of the paper describes the generic ergonomic model, which constitutes a frame of reference useful for the analyst of the work situation to which the information technology system is addressed. In the fourth section, the proposed methodology is outlined, and in the fifth a case study demonstrating an application of the methodology is summarised. In the epilogue, the differences between the proposed methodological framework and other more conventional approaches are discussed. Finally, directions for future developments of the problem-driven approach are proposed.