Remote measurement methods for user-centered design of telesupport systems

The term telesupport is broad and encompasses many different applications with the shared mission of relying on electronic means to deliver services that improve quality of life. However, telesupport systems lack empirical research and efficient methods for the development of user requirements and design guidelines. Remote assessment methods using focus groups, as well as a suite of remote usability metrics using critical incidents, are described. These can be used to develop human factors design principles suitable for implementation in telesupport systems and other assistive technologies used by a broad range of people with disabilities. An integrated measurement system and extensions to remote measurement methods are discussed as a means of improving user-centered design of telesupport systems.