Description
VDM Verlag Designing Motivational User Interfaces Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors by Nicola Millard
Motivational User Interfaces (MUIs) fuse _x000D_motivational and persuasive psychology with user _x000D_interface design. MUIs were developed specifically _x000D_for call centres, an industry which suffers high _x000D_levels of employee burnout and churn. They were _x000D_designed to reflect the balance between effect _x000D_(delivering service) and affect (managing emotion). _x000D_MUIs were designed using a framework of motivators _x000D_taken from both psychology and user needs. This _x000D_included capturing what motivates users in their job _x000D_and why they choose to use technologies. _x000D_This book describes the evolution of the MUI through _x000D_three case studies. The first MUI was developed as a _x000D_concept demonstrator for a telecommunications call _x000D_centre. The second was created for a high street _x000D_bank as a design specification for their future call _x000D_centre vision. The third addressed problems with _x000D_technology acceptance of a knowledge management _x000D_system in a telecommunications call centre and _x000D_illustrated how design could be used to help _x000D_increase levels of technology acceptance. These _x000D_designs demonstrated how MUIs could be used to help _x000D_motivate call centre advisors and increase _x000D_technology acceptance._x000D_show more