This project is a case study concerned with a call center for home-admission of patients. The project focuses on the practice involved with the work on the call center and the associated IT-system’s user-interface. Through the project we investigate whether or not the user-interface is optimal for the work practice, as seen from a user-oriented perspective. We try to answer the question of whether the users have their needs satisfied by the system as it is, and how we might improve upon it based on unfulfilled needs. In order to answer this question we use a hermeneutic approach, based on cyclical collection of data and realization. We employ a design process inspired by the four principles of the MUST-method, and the usability theory developed by Jakob Nielsen in order to evaluate the current system and create solutions. The study is based upon two analyses. The first analysis relies on observation of the work practice and an interview with a user. The second relies on a feedback-interview with two users. Through these analyses we develop a total of 15 suggestions of change to the user-interface and its functionality. All changes aims to either make the users’ general usage of the system more efficient or pleasing to the user. These suggestions represent and reflect the users’ unsatisfied needs and serve as solutions. The suggestions are concerned with the display and visualization of information, the removal of distracting and confusing elements and the addition of tools that helps the user keep an overview, process information and lighten to users’ memory load.
|Uddannelser||Informatik, (Bachelor/kandidatuddannelse) Basis|
|Udgivelsesdato||27 maj 2014|