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Apprenticing with the Customer: A Collaborative Approach to Requirements Definition

by Traci | Apr 22, 2009 | publications

A new computer system changes how its customers work. Designing such a system requires intimate knowledge of customers’ work and motives to ensure that the system supports them well. The creation of a new system implicitly means designing the new work practice...

Please Come In and Help Yourself! Designing a Self-Service Website

by Traci | Sep 11, 2006 | Articles

The face of customer service is rapidly changing from a friendly smile or voices on the phone to a something a little more “square” and electronically powered — generally known as a screen. I can’t even remember the last time I stepped foot inside a bank — at least...
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