Work-centered support systems: a human-centered approach to intelligent system design

The work-centered support system approach to human-centered computing focuses on analyzing and supporting the multiple facets of work. The WCSS for global weather management developed to support weather forecasting and monitoring in an airlift service organization, exemplifies this approach. A hallmark of human-centered computing (HCC) is its focus on domain practitioners and their field of practice. Human-centered design depends on a deep analysis of a fieldʹs cognitive and collaborative demands and how people work individually, in groups, and in organizations to meet those demands. The objective is to leverage what we know about human cognitive and collaborative processes to create systems that optimize the affordances (direct perception of meanings) and effectivities (knowledge-driven actions) for humans. The WCSS paradigm offers an approach for incorporating software agent technology in a manner that helps the user keep the head in the work and reduces the possibility that software agent states or actions surprise the user.