Sorry! This part of the page requires javascript

A Case Study in the Development of
Collaborative Customer Care: Concept and Solution


Go to Paper PDF  Paper (PDF)
Go to Interact 1999  Interact 1999

Go to

Go to Main Page  Main Page
Go to Publications  Publications
Go to Contact Information  Contact Information

Customer Care Solution Architecture

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.

Keywords: Collaboration, customer care, QOC, system design, scenarios, Web.

Published: 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.


Last Modified on June 6, 2002 —   Alison Lee.