Don't overthink it: The paradoxical nature of expertise for the detection of errors in conceptual business process models.

Business process models are widely used artifacts in design activities to facilitate communication about business domains and processes. Despite being an extensively researched topic, some aspects of conceptual business modeling are yet to be fully explored and understood by academicians and practitioners alike. We study the attentional characteristics specific to experts and novices in a semantic and syntactic error detection task across 75 Business Process Model and Notation (BPMN) models. We find several intriguing results. Experts correctly identify more error-free models than novices, but also tend to find more false positive defects. Syntactic errors are diagnosed faster than semantic errors by both groups. Both groups spend more time on error-free models. Our findings regarding the ambiguous differences between experts and novices highlight the paradoxical nature of expertise and the need to further study how best to train business analysts to design and evaluate conceptual models.

Patient perspectives of telemedicine quality.

BACKGROUND: The purpose of this study was to explore the quality attributes required for effective telemedicine encounters from the perspective of the patient. METHODS: We used a multi-method (direct observation, focus groups, survey) field study to collect data from patients who had experienced telemedicine encounters. Multi-perspectives (researcher and provider) were used to interpret a rich set of data from both a research and practice perspective. RESULTS: The result of this field study is a taxonomy of quality attributes for telemedicine service encounters that prioritizes the attributes from the patient perspective. We identify opportunities to control the level of quality for each attribute (ie, who is responsible for control of each attribute and when control can be exerted in relation to the encounter process). This analysis reveals that many quality attributes are in the hands of various stakeholders, and all attributes can be addressed proactively to some degree before the encounter begins. CONCLUSION: Identification of the quality attributes important to a telemedicine encounter from a patient perspective enables one to better design telemedicine encounters. This preliminary work not only identifies such attributes, but also ascertains who is best able to address quality issues prior to an encounter. For practitioners, explicit representation of the quality attributes of technology-based systems and processes and insight on controlling key attributes are essential to implementation, utilization, management, and common understanding.