Modeling complex work systems - method meets reality

Modeling an existing task situation is often a first phase in the (re)design of information systems. For complex systems design, this model should consider both the people and the organization involved, the work, and situational aspects. Groupware Task Analysis (GTA) as part of a method for the design of complex systems, has been applied in a situation of redesign of a Dutch public administration system. The most feasible method to collect information in this case was ethnography, the resulting task model needed the GTA formalism to be adjusted to situational aspects of the work. The study shows that GTA as an approach is feasible in complex design cases, and that the formalism allows adjustment to cover situational aspects, while still keeping its cognitive ergonomic value for design.