Cognitive Processes Involved in Solving Information Systems (IS) Design Problems

The author characterizes systems analysis and design as a cognitive problem-solving process and suggests that many implementations fail because Information Systems (IS) designers do not adequately understand the cognitive processes involved. The author explores problem understanding as well as the dynamic relationship between it and plan development and points to areas in which research will not only increase the probability of successful IS implementations but will also contribute to the theoretical foundations of IS, Introduction Human Information-Processing Systems analysis and design can be characterized as a THE FRAMEWORK problem-solving process. If we look at the history of failures of Information Systems (IS) projects, it seems fair Knowledge and its organization is vital to successful to say that IS designers do not appear to be particularly problem solving in complex, realistic situations (Chase able problem solvers. We have an extensive literature and Simon, 1973; Chi, Glaser, and Rees, 1982; DiSessa, which details the failures of the past and attempts to iden1983; Larkin, 1983; McDermott and I.arkin, 1978; tify problem areas where designers need to develop senSimon and Simon, 1978). As a result, it is important to sitivity and expertise (Bostrom and Heinen, 1977); Ginzunderstand how individuals perceive, learn, store, and berg, 1981; Keen and Gerson, 1977). We have a nascent retrieve information. literature which has begun to explore cognitive issues in the design process (Boland, 1978; Malhotra, Thomas, The human information-processing framework describes Carroll, and Miller, 1980). Here, the ways in which mental events in terms of transformations of information knowledge affects the problem-solving performance of from input to output. Information in the form of some software designers have been investigated (Bonar, Ehrphysical energy is received by sensory receptors sensilich, Soloway, and Rubin, 1981; Jeffries, Turner, Poltive to that particular form of energy, transformed into son, and Atwood, 1980) as well as the relationship of the nerve impulses, and sent to a sensory register in the cenproblem-solving behavior of IS designers to successful tral nervous system. In order to avoid information overperformance (Soloway, Ehrlich, Bonar, and Greenspan, load, most of these signals are blocked and are processed 1982; Vitalari and Dickson, 1983). no further. This filtering process is affected by the experience and prior knowledge of the individual and is, This new line of inquiry is very promising. It is the thesis therefore, highly personal. Only a small subset of the of this paper that we will significantly improve our ability original stimuli is kept for representation in short-term to design successful IS when we better understand the memory (STM) or active consciousness. Here the inforcognitive processes involved in solving design problems. mation available to the individual is limited and must be This understanding will contribute not only to improved kept active or it will be lost. New information in STM can practice, but also to IS theory. In this respect, initial rebe integrated with known information, recalled for this search results already appear to necessitate a restructurpurpose from long-term memory (LTM), andthen stored ing of our models of the IS design process. in LTM as either declarative or procedural inform ation.