Supporting Learning in Evolving Dynamic Environments

In dynamic decision environments such as direct sales, customer support, and electronically mediated bargaining, decision makers execute sequences of interdependent decisions under time pressure. Past decision support systems have focused on substituting for decision makers' cognitive deficits by relieving them of the need to explicitly account for sequential dependencies. However, these systems themselves are fragile to change and, further, do not enhance decision makers' own adaptive capacities. This study presents an alternative strategy that defines information systems requirements in terms of enhancing decision makers' adaptation. In so doing, the study introduces a simulation model of how decision makers learn patterns of sequential dependency. When a system was used to manage workflows in a way predicted by the model to enhance learning, decision makers in a bargaining experiment learned underlying patterns of sequential dependencythat helped them adapt to new situations. This result is rare if not unique in the study of dynamic decision environments. It indicates that a shift, away from substituting for short-term deficits and toward enhancing pattern learning, can substantially improve the effectiveness of decision support in dynamic environments. Based on the specific findings in this study, this shift has important implications for designing information system workflows and potential future applications in interface design.