Designing Motivational User Interfaces: Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors - Couverture souple
Synopsis
Motivational User Interfaces (MUIs) fuse motivational and persuasive psychology with user interface design. MUIs were developed specifically for call centres, an industry which suffers high levels of employee burnout and churn. They were designed to reflect the balance between effect (delivering service) and affect (managing emotion). MUIs were designed using a framework of motivators taken from both psychology and user needs. This included capturing what motivates users in their job and why they choose to use technologies. This book describes the evolution of the MUI through three case studies. The first MUI was developed as a concept demonstrator for a telecommunications call centre. The second was created for a high street bank as a design specification for their future call centre vision. The third addressed problems with technology acceptance of a knowledge management system in a telecommunications call centre and illustrated how design could be used to help increase levels of technology acceptance. These designs demonstrated how MUIs could be used to help motivate call centre advisors and increase technology acceptance.
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Designing Motivational User Interfaces
Edité par
VDM Verlag Dr. Müller, 2009
ISBN 10 : 3639126076
ISBN 13 : 9783639126075
Neuf
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Kartoniert / Broschiert. Etat : New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Autor/Autorin: Millard NicolaNicola Millard combines a pragmatic operational view of nserving customers with extensive research in her role as a nBritish Telecommunications Customer Experience nFuturologist. She joined BT in 1990 and gained her PhD. N° de réf. du vendeur 4959801
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Designing Motivational User Interfaces | Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors
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Taschenbuch. Etat : Neu. Designing Motivational User Interfaces | Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors | Nicola Millard | Taschenbuch | Englisch | VDM Verlag Dr. Müller | EAN 9783639126075 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu. N° de réf. du vendeur 101659632
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Designing Motivational User Interfaces : Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors
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Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Motivational User Interfaces (MUIs) fuse motivational and persuasive psychology with user interface design. MUIs were developed specifically for call centres, an industry which suffers high levels of employee burnout and churn. They were designed to reflect the balance between effect (delivering service) and affect (managing emotion). MUIs were designed using a framework of motivators taken from both psychology and user needs. This included capturing what motivates users in their job and why they choose to use technologies. This book describes the evolution of the MUI through three case studies. The first MUI was developed as a concept demonstrator for a telecommunications call centre. The second was created for a high street bank as a design specification for their future call centre vision. The third addressed problems with technology acceptance of a knowledge management system in a telecommunications call centre and illustrated how design could be used to help increase levels of technology acceptance. These designs demonstrated how MUIs could be used to help motivate call centre advisors and increase technology acceptance. N° de réf. du vendeur 9783639126075
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Designing Motivational User Interfaces: Balancing Effective and Affective User Interface Design to Motivate Call Centre Advisors
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Paperback. Etat : Brand New. 356 pages. 8.66x5.91x0.88 inches. In Stock. This item is printed on demand. N° de réf. du vendeur 3639126076
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