Game elicitation: exploring assistance in delayed-effect supply chain decision making

Abstract

Socio-technical systems are creating work environments that are data-driven and real-time oriented. While algorithms can assist in this complex environment, decision making still predominantly relies on humans. An inadequate presentation of information and limited conception of decision outcomes are thereby potential sources of human error. Misperceptions of feedback and time-delayed effects, for example, contribute to the bullwhip effect observed in supply chains. In this case study, we applied the novel approach of game elicitation (GE) to explore human-centred assistance strategies for delayed-effect decision making.We designed a gaming simulation of a supply chain shortage incident to observe four logistics experts and four non-experts trying to balance the distribution system. Qualitative content analysis of thinking aloud protocols and reflective interviews yielded design suggestions for data presentation, monitoring, and learning regarding delayed-effect decisions. Findings suggest applicability in further domains of digital society, such as privacy decision making.