IMPROVING THE USABILITY OF ERP SYSTEMS

THROUGH THE APPLICATION OF ADAPTIVE USER

INTERFACES

Akash Singh

SAP Research CEC Pretoria, Suit 173, Private Bag X025

Lynwood Ridge, 0040, South Africa

Janet Wesson

Department of Computer Science and Information Systems

Nelson Mandela Metropolitan University, P.O. Box 77000

Port Elizabeth, 6031, South Africa

Keywords: Enterprise Resource Planning Systems, User Interfaces, Usability, Small and Medium Enterprises, Adaptive

User Interfaces.

Abstract: A need exists to improve the overall usability of enterprise resource planning systems. Current research has

shown that the user interfaces of these systems are too complex and difficult to use. Enterprise resources

planning systems for small enterprises are currently too rigid and are not flexible enough to match the

constantly changing business landscape of small enterprises. This paper proposes the use of adaptive user

interfaces as a means to improve the overall usability of enterprise resource planning systems for small

enterprises. Adaptive user interfaces are capable of improving system usability by reducing user interface

complexity and improving the overall user experience. This could provide small enterprises with the

flexibility and adaptability that they require from enterprise resource planning systems.

1 INTRODUCTION

Enterprise resource planning (ERP) systems are

integrated business information systems (IS). An

ERP system can be defined as a single integrated

and packaged information system. The aim of these

types of IS are to integrate and manage the different

business processes and information flows within an

organisation (Boudreau, 2003; Ragowsky & Gefen,

2008; Yeh, 2006).

Vendors of ERP systems are now targeting small

enterprises (SEs). ERP systems were traditionally

aimed at large enterprises (LEs), ERP vendors are

now designing systems to meet the business needs of

SEs (Nach & Lejeune, 2008a; Vilpola, Kouri, &

Väänänen-Vainio-Mattila, 2007a). The need to focus

on SEs is a result of the oversaturation of ERP

systems in the LE market.

SEs require software that is flexible, customisable,

inexpensive and easy to use. Due to the dynamic

environment in which they operate, SEs need to be

flexible in terms of their processes and business

models in order to adapt to sudden internal and

external changes (K. A. S. Olsen, P., 2007). ERP

systems are typically rigid and do not provide SEs

the level of customisability required in order to

adapt to changes in the business landscape. Another

disadvantage is that ERP systems are expensive to

purchase and complex to use. This complexity

mainly resides in the “unfriendly” nature of the user

interface (UI) (Yeh 2006, Boudreau 2002).

UI complexity can negatively affect the usability

of ERP systems. The ease of use of an interface is

determined by its learnability, memorability and the

level of satisfaction achieved by its users (Lee &

McCrickard, 2007). These factors assist in

determining the usability of a software system

(Shneiderman & Plaisant, 2004). Usability is

necessary in order to develop UIs that can be used

(by a specific user group and within a specific

208

Singh A. and Wesson J. (2009).

IMPROVING THE USABILITY OF ERP SYSTEMS THROUGH THE APPLICATION OF ADAPTIVE USER INTERFACES.

In Proceedings of the 11th International Conference on Enterprise Information Systems, pages 208-214

DOI: 10.5220/0002197002080214

 SciTePress

context) efficiently and effectively (ISO, 2001; Lee

& McCrickard, 2007).

A possible solution to improving the usability of

a software system lies in the ability to personalise

the UI. One such approach which addresses this

problem is adaptive user interfaces (AUIs).

AUIs are UIs that are designed for the purpose of

personalising and improving user interaction. An

AUI aims to improve the exchange of information

between the user and the computer in a way which

meets the user’s requirements, goals and context of

use. AUIs meet these requirements by adapting the

UI automatically through the use of models which

store the individual user’s characteristics, behaviour

and preferences (Browne, Totterdell, & Norman,

1990; Dieterich, Malinowski, Kühme, & Schneider-

Hufschmidt, 1993; Paymans, Lindenber, &

Neerincx, 2004).

AUIs are capable of presenting personalised

views to match the needs of an individual user. This

is achieved by reducing the complexity of the UI and

making it easy to learn and use whilst improving the

overall user satisfaction (Âlvarez-Cortés, Zayas-

Pérez, Zárate-Silva, & Uresti, 2007; Dieterich et al.,

1993).

This research proposes the use of AUIs in order

to resolve some of the usability problems inherent in

ERP systems for SEs. The remainder of this paper

presents an outline of related work, the research

problem, research objectives, the envisaged research

methodology, the research contribution and the

current status of this research.

2 RELATED WORK

Determining the impact of AUIs on the usability of

ERP systems for SEs requires that an investigation

be performed in order to identify the current ERP

systems used by SEs and the problems experienced.

This section presents existing literature on SEs, ERP

systems, usability of ERP systems and AUIs.

2.1 Small Enterprises in Emerging

Economies

SEs are vital to the growth of emerging economies,

such as South Africa. The contribution made by SEs

to economic growth and sustainability are job

creation and poverty alleviation (Van Vuuren &

Groenewald, 2007; Venter & Boshoff, 2007).

Towards the middle of 2007 there were an estimated

2.8 million SEs in South Africa. Collectively these

enterprises contributed to 40 percent of total

employment and between 27 to 34 percent of

national gross domestic product (GDP) (SEDA,

2007).

SEs are heterogeneous in nature and operate in a

dynamic, competitive and highly volatile economy.

Constant innovation is needed in order for these

enterprises to survive in their rapidly changing

business landscape (K. Olsen & Sætre, 2007;

Shoniregun, 2004; Trimi, 2008). SEs have to

provide the highest level of operational efficiency

with the limited resources (infrastructure, finance

and human resources) available ( Shoniregun, 2004;

Trimi, 2008). SEs typically operate in different

business sectors including Manufacturing, Trade and

the Services sector (SEDA, 2008a).

SEs need to utilise information and

communications technologies (ICT) in order to

survive and remain competitive ( Montazemi, 2006;

SEDA, 2008b). ICT can assist SEs by means of

streamlining and automating business processes and

improving the efficiency of operations and the

profitability and sustainability of the enterprise

(Ndiwalana & Tusubira, 2006; SEDA, 2008b).

The next section discusses one such ICT

software solution which aims to support and

encourage operational efficiency and sustainability.

This type of system aims to integrate the various

data flows and processes within an organisation in

order to achieve these levels of efficiency and

sustainability.

2.2 Enterprise Resource Planning

Systems

ERP systems can offer significant benefits to SEs by

creating an environment whereby the information

and related business processes are integrated.

Improvements in SE operations are provided in

terms of efficiency, productivity, service quality,

reduction in service costs, automation of business

process and the adoption of best practice business

models ( Nach & Lejeune, 2008; Ngai, Law, & Wat,

2008; Ragowsky & Gefen, 2008).

Some SEs are already using ERP systems. An

SE Survey conducted in South Africa in 2006

revealed that between 2003 and 2006 the total

percentage turnover allocated to ICT by SEs

remained fairly constant. This figure was stable at

less than one percent (Goldstuck, 2006). A majority

of that one percent was invested in ERP systems or

accounting software. The study further revealed that

SEs employing between 100 to 200 full-time

employees (FTEs) were more likely to use an ERP

system over a financial accounting system

IMPROVING THE USABILITY OF ERP SYSTEMS THROUGH THE APPLICATION OF ADAPTIVE USER

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209

(Goldstuck, 2006). This shows that as the size of an

SE increase there is a need for a more

comprehensive and integrated business system.

ERP systems for SEs need to reflect the dynamic

and flexible nature of SEs. The ability of SEs to

obtain a competitive advantage through agile

business processes needs to be reflected by their

choice of ERP system (Trimi, 2008; Vilpola &

Kouri, 2006). ERP systems designed for SEs should

be different from those designed for LEs. The

reasons for this are that ERP systems for SEs need to

be:(Vilpola & Kouri, 2006; Vilpola, Kouri, &

Väänänen-Vainio-Mattila, 2007):

 Cheaper to purchase;

 Easier and quick to implement and use;

 Localised and customised;

 Assist SEs to implement business process re-

engineering (BPR) in an incremental manner;

and

 Need to be adaptable and flexible to support the

diversity and individuality of SE business

processes.

Most ERP systems for SEs are still too rigid, and

complex to use. This is often as a result of poor

usability.

2.3 Usability of Enterprise Resource

Planning Systems

Currently ERP systems suffer from numerous

usability issues. As a result of this, the term usability

is not often associated with ERP systems. As these

systems are typically complex and frustrating to use

(Matthews, 2008; Topi, Lucas, & Babaian, 2005). A

usability study on an ERP system, conducted in

2005, revealed the following usability issues (Topi

et al., 2005):

 Navigation, in terms of finding functionality

and information efficiently, was complex and

tedious;

 There was limited guidance from the ERP

system to ensure accurate navigation and task

completion;

 The ERP system lacked the capability to adapt

its behaviour to support the users’ actions and

to ensure task completion;

 Users were unable to retrieve frequently

accessed data efficiently;

 The presentation of output was difficult to

understand and interpret; and

 The UIs were complex and intimidating to

novice users.

A need therefore exists to provide UIs for ERP

systems that are usable and personalised (Matthews,

2008; Topi et al., 2005). User satisfaction is often

influenced by the levels of experience and expertise

of the user (López-Jaquero, Montero, Molina,

Fernanadez-Caballero, & González, 2003).

AUIs could provide a possible solution to the

usability issues inherent in most ERP systems.

These types of interfaces attempt to provide

interaction that is personalised, easy and effective to

use in order to ensure efficient task completion

(Âlvarez-Cortés et al., 2007; Dieterich et al., 1993).

2.4 Adaptive User Interfaces

A need exists for personalised UIs in order to reduce

UI complexity. Today, a diverse range of

interaction techniques exist and are necessary in

order to cater for a variety of users. One of the ways

in which to address this issue is to provide UIs that

are capable of adapting themselves to an individual

user at run-time (López-Jaquero et al., 2003;

Paymans et al., 2004). The need for personalised

UIs emerged to take into account the different

habits, preferences and work ethics of the individual

user within a specific community of users (Âlvarez-

Cortés et al., 2007). Personalised UIs aim to reduce

complexity inherent in modern UIs by tailoring the

application environment according to the individual

needs of the user (Dieterich et al., 1993).

Intelligent user interfaces (IUIs) were initially

proposed to address the need for personalised UIs

(Âlvarez-Cortés et al., 2007). There are three

different types of IUIs, namely AUIs, intelligent

help systems and intelligent tutoring systems. AUIs

support UI adaptivity through the use of artificial

intelligence techniques (Âlvarez-Cortés et al., 2007;

Dieterich et al., 1993).

AUIs can be used to develop UIs that are

personalised and more usable. The goals behind

using an AUI is to provide a UI that has the

following properties (Browne et al., 1990; Dieterich

et al., 1993):

 Is efficient and effective to use;

 Reduces the complexity of a system;

 Supports finding and delivering appropriate

information more efficiently and effectively;

 Provides the user with what he/she wants to

see;

 Makes the system simple to use; and

 Improves the overall experience of the user.

These goals address the need to provide a UI that

is personalised whilst trying to improve the usability

of a system.

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AUIs can reduce the complexity of a system and

enhance system usability by supporting (Dieterich et

al., 1993):

 Task simplification;

 Error correction;

 Active and intelligent help;

 Simplification; and

 Improved user satisfaction.

The application of AUIs to the domain of ERP

systems could potentially improve the usability of

ERP systems. This could be accomplished by:

 Providing efficient navigation in terms of

finding functionality and information;

 Providing guidance from the ERP system to

ensure accurate navigation and task

completion;

 Providing the capability to adapt to the

behaviour of the user’s actions in order to

ensure task completion; and

 Reducing the complexity of the UIs in an

attempt to make the system easy to use.

3 RESEARCH PROBLEM

As discussed above, ERP systems are currently too

rigid and complex to be used effectively by SEs.

SEs operate within a dynamic business landscape

and require software to be flexible and adaptable to

match changing landscape.

The complexity of the UI of an ERP system

directly impacts on the usability of the system

making it frustrating to use. ERP systems are rigid

and do not adapt to support the user’s actions and

ensure task completion

There is need to improve the overall usability of

ERP systems in order to provide an ERP system to

SEs that is adaptive and usable. This is required in

order to efficiently integrate information and

business processes to improve productivity. Poor

usability can have a negative effect on the

effectiveness and efficiency with which users can

complete tasks.

AUIs could improve the usability of ERP

systems by providing task simplification, active and

intelligent help, efficient navigation, adaptability to

match the user’s actions and preferences and

improved user satisfaction.

The aim of this research is to determine the

impact of AUIs on the usability of ERP systems for

SEs. The thesis statement is that AUIs can improve

the usability of ERP systems for SEs.

4 RESEARCH OBJECTIVES

Table 1 presents a list of objectives that have been

identified for this research

Table 1: Research Objectives.

No. Objective

Identify criteria for evaluating the usability of

ERP systems for SEs.

Determine the current problems impacting on

the usability of an ERP system for SEs.

Determine how an AUI should be designed and

implemented for an ERP system for SEs.

Evaluate the benefits of incorporating AUIs

into ERP systems for SEs.

Identify the theoretical and practical

contributions of incorporating AUIs into an

ERP system for SEs.

5 METHODOLOGY

This research will attempt to determine the benefits

of applying AUIs to ERP systems for SEs. The

primary research method will be a case study

focusing on a specific ERP system for SEs. This

will be supported by several secondary methods,

including a literature study, prototyping and an

evaluation of the prototype. The research methods

to be used will assist in achieving the research

objectives listed in Table 1. Instruments that will be

used to aid this research are questionnaires and a test

plan.

5.1 Data Collection

A literature study of SEs, ERP systems for SEs,

usability of ERP systems and AUIs will be

performed. The purpose of this literature study will

be to gain an in-depth understanding into the field of

SEs, the ERP systems currently utilised by SEs, the

usability problems associated with these systems and

AUIs.

The literature review will also assist in

identifying criteria for evaluating the usability of

ERP systems for SEs and determining how AUIs

could be used to address the usability problems

identified.

A pilot study, in the form of a field study, will

assist in identifying a particular case study to be

used in this research. This case study will focus on a

specific ERP system that is used by SEs in a specific

sector.

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211

A second field study will be conducted to

identify current problems impacting on the usability

of ERP systems for SEs. A questionnaire will be

used during the field study as well as interviews with

the users of an ERP system.

5.2 Data Analysis

The design and implementation of an AUI for ERP

systems for SEs will be based on the knowledge

acquired during the literature study of SEs, ERP

systems and AUIs.

Prototype design and implementation will be

guided by the case study. The design and

implementation phase of this research will fulfil the

objective of determining how an AUI should be

designed and implemented for an ERP system for

SEs.

Usability evaluations will be performed to

determine the extent to which the AUI improves the

usability of the ERP system. The purpose of these

evaluations will be to determine the benefits of

incorporating AUIs into ERP systems for SEs.

Instruments that will be used to aid the evaluation

include pre- and post-test questionnaires as well as a

test plan. The evaluations will be conducted within

a controlled laboratory environment (usability

laboratory).

The various phases of this research along with

the findings will be combined and communicated in

the form of a research report (thesis).

6 RESEARCH CONTRIBUTION

This research aims to contribute to the body of

knowledge by applying AUIs to the domain of ERP

systems. This contribution will support the

identification of usability criteria for evaluating an

ERP system. Usability problems experienced by

SEs using ERP systems will also be identified.

Other contributions include specifying how AUIs

can be applied to the domain of ERP systems and

the benefits of applying AUIs to ERP systems for

SEs.

This research could also result in the proposal of

a framework for designing and evaluating AUIs for

ERP systems.

7 CURRENT STATUS

This research is currently in the literature review and

field study stages.

A pilot study was conducted in 2008 to identify a

particular case study. This pilot study consisted of

sending a questionnaire to the five major vendors of

ERP systems to SEs in South Africa (Pastel, Accpac,

QuickBooks, Syspro and SAP). The purpose of the

questionnaire was to obtain information on the sales

of ERP systems to SEs.

The results of pilot study identified that the most

suitable ERP system for the case study was SAP’s

Business One. SAP’s Business One was identified

as the most suitable system because it supports the

core functions of an ERP system and is extensible.

The Manufacturing sector was identified as the most

suitable sector because it was the most predominant

sector amongst the three vendors. The case study

for this research will focus on Manufacturing SEs

who have selected SAP’s Business One as their ERP

system.

Currently, a second field study is being

performed (based on the case study). The purpose

of this field study is to determine the current

problems impacting on the usability of ERP systems

for SEs. This field study is limited to those SEs

using SAP’s Business One in the Manufacturing

sector in South Africa.

The next stage of this research is to determine

how AUIs could be used to potentially resolve

usability problems identified in the field study.

8 CONCLUSIONS

ERP systems for SEs currently suffer from several

shortcomings, including lack of flexibility and

complexity. These factors have a negative impact on

the usability of these systems.

This paper has proposed that AUIs could be used

to address these problems. This would be achieved

by improving the navigation, providing task support

and reducing the complexity of the UI.

A pilot study was used to identify a suitable ERP

system to be used as a case study. The results

obtained revealed that SAP’s Business One was the

most suitable ERP system to be used and that the

most appropriate sector was Manufacturing.

Future research will involve evaluating the

usability problems of SAP’s Business One and

designing an AUI to improve the usability of this

ERP system.

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ACKNOWLEDGEMENTS

The support of SAP Research CEC Pretoria and

SAP Meraka UTD (CSIR) towards this research is

hereby acknowledged. Opinions expressed and

conclusions arrived at are those of the authors and

not necessarily to be attributed to the companies

mentioned in this acknowledgement.

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