Abstract
This paper explores the application of human factors methods to the design and documentation of software installation processes and procedures. The study analyzes the installation of a telecommunications operations support system in a workstation-based, distributed computing environment. The long-range goal of the endeavor is to produce usability objectives and guidelines that project teams can use in the development of software installation related procedures and user interfaces. The areas being studied include software installation planning, documentation, training, procedures, and customer support. Methods used include the development of user profiles, interviews with the system administrators, and field observations. Whereas the actual installation of the software proved to be relatively easy, the planning and pre-installation phases proved to be very complex and time-consuming. We explore some of the reasons for this and identify areas that need to be considered when developing software deployment plans and user interfaces.
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