Home List of Titles From the ashes of disaster into a human factors boom: the legacy of large databases
Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/235686
- From the ashes of disaster into a human factors boom: the legacy of large databases
- Lindgaard, Gitte
- The project started as an ergonomic review of customer service operators' jobs in the Australian national telecommunications carrier. The computer system had been purchased without adequately understanding of local techology - and user requirements. Consequently, system adaptations were ongoing for several years from before cutover commenced and well into the development of the fourth generation of the GUI front end. The user interface evaluation identified serious usability problems with screen design, system workflow, and navigation, which severely compromised operators' performance. However, despite these findings and alarming symptoms of stress-related problems among operators, management refused to take ownership of the problems until we presented these in terms of losses to the organization based on simple conversion of data into dollars. The effect of these figures allowed the Human Factors (HF) Team to devise and roll out a comprehensive HF program in which Human Factors activities were integrated into all systems development procedures.
- Publication type
- Conference paper
- Usability Evaluation and Interface Design: Cognitive Engineering, Intelligent Agents, and Virtual Reality: volume 1: proceedings of the Ninth International Conference on Human-Computer Interaction, New Orleans, United States, 05-10 August 2010 / Michael J. Smith, Richard John Koubek, Gavriel Salvendy and Don Harris (eds.)
- Publication year
- Computer systems; Customer support systems; Human-computer interaction; Human factors; Staff; System adaptations; Usability
- Lawrence Erlbaum Associates
- 9780805836073, 0805836071
- Publisher URL
- Copyright © 2001 by Lawrence Erlbaum Associates, Inc. All rights reserved.