Understanding the Effects of Temporal Differences in User-Centered Workflows on Solution Satisfaction

Abstract

Technology-induced changes to workflows may not necessarily lead to user satisfaction with solutions expected at the end of each workflow. This eventually affects project success. The study investigates user expectation and confirmation regarding cognitive agreement with the changes from old paper workflows to new electronic workflows. In particular, a research model is developed with two mediated routes between user expectation and solution satisfaction: one route is via perceived workflow agreements and the other via perceived performances. Based on longitudinal survey data of 118 participants in an institution that recently underwent a major transition in workflows, it was found that old workflow agreement influenced solution expectation more than old perceived performance, but new perceived performance impacted solution satisfaction more than new workflow agreement.