Process-oriented user support for workflow applications

Workflow applications (WFA) support users working in business processes. Knowledge and comprehension of the underlying processes beyond one's own task is necessary but often not readily available. We have developed a generic taxonomy of help information for all types of workflow or process applications that considers the process-orientation of these applications. Based on this classification we have designed a user support system for one WFA. With this support system the user can not only retrieve information about field entries into the interfaces, but it also provides process-related information, including information about the work done on previous tasks as well as what will transpire with the entries, their consequences and results. Our goal is to demonstrate that the user support system enhances the users' process comprehension, ensures trustworthy decisions and hence improve human performance and accelerates processing times.