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A case study in iterative keyboard design using participatory design techniques.

G Lindgaard1, D Caple

  • 1Gitte Lindgaard and Associates P/L, Templestowe, Vic, Australia.

Applied Ergonomics
|February 24, 2001
PubMed
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Participatory design involving 3,000+ operators improved keyboard function key layouts, leading to excellent user acceptance and rapid performance recovery. Initial success created over-confidence, prompting revised business planning for future technology implementations.

Area of Science:

  • Human-Computer Interaction
  • Ergonomics
  • Organizational Psychology

Background:

  • Keyboard replacement can disrupt call center operators' workflow.
  • Specialized function keys are crucial for daily tasks.
  • Operator stress increases with technology changes.

Purpose of the Study:

  • To improve keyboard usability through operator involvement.
  • To redesign function key layouts using participatory design.
  • To assess the impact of redesigned keyboards on operator performance and acceptance.

Main Methods:

  • Employed participatory design techniques with over 3,000 call center operators.
  • Utilized video analysis and manual data logging for performance measurement.
  • Compared manual logging accuracy against software logs.

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Main Results:

  • Achieved excellent user acceptance of the redesigned keyboard.
  • Operator performance returned to normal levels quickly post-implementation.
  • Initial success led to over-confidence and unrealistic performance expectations.

Conclusions:

  • Participatory design effectively improved keyboard functionality and operator acceptance.
  • Technology implementation focus must include business benefits, not just technical aspects.
  • Business planning requires realistic performance predictions, accounting for concurrent changes.