Catherine G Wolf, Alison Lee, Maroun Touma & Shahrokh Daijavad
We describe the concept of Web-based collaborative customer care and
our experience designing a proof of concept solution for a real-world
customer. The paper describes the requirements for collaborative
customer care and the features of the implemented system. They
differ from the requirements for work-group collaboration due to
differences in users, tasks and goals, and context of use. We also
discuss the design process with a focus on how particular design
activities revealed key requirements for integrating collaborative
customer care into the business’ organizational and information
systems infrastructures. We found the use of concrete methods
and artifacts to be effective techniques for discovering design
requirements for this new technology.
Collaboration, customer care, QOC, system design, scenarios, Web.
In Human-Computer Interaction (INTERACT'99) Seventh IFIP TC.13 Conference on Human-Computer Interaction, A. Sasse and C. Johnson (eds.), IOS Press, pp. 54-61, 1999.