Interface and method of designing an interface
First Claim
1. A method for designing an interface system, comprising:
- collecting from call centers reasons a user is interfacing with a system to define tasks;
determining frequency of task occurrence for each call center;
determining a call volume weight for each call center based upon a total call volume for each call center;
determining an adjusted task frequency for each call center by multiplying the call volume weight for the call center by the task frequency for the call center;
determining an overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency;
categorizing tasks in accordance with the overall adjusted task frequency; and
utilizing the categorized tasks to design an interface system options menu.
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Abstract
A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users'"'"' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user'"'"'s task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
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Citations
19 Claims
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1. A method for designing an interface system, comprising:
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collecting from call centers reasons a user is interfacing with a system to define tasks;
determining frequency of task occurrence for each call center;
determining a call volume weight for each call center based upon a total call volume for each call center;
determining an adjusted task frequency for each call center by multiplying the call volume weight for the call center by the task frequency for the call center;
determining an overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency;
categorizing tasks in accordance with the overall adjusted task frequency; and
utilizing the categorized tasks to design an interface system options menu. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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- 8. An interface system for performing tasks related to a user'"'"'s reasons for interacting with the interface system, the interface system including an ordered set of menu options, wherein the order of the menu options of the set of menu options is determined in accordance with overall adjusted task frequency and each menu option is defined in terms of customer relevant terminology based upon data collected from a plurality of users, the overall adjusted task frequency being calculated by determining a frequency of task occurrence for each call center, determining a call volume weight for each call center based upon a total call volume for each call center, determining an adjusted task frequency for each call center by multiplying the call volume weight for the call center by the task frequency for the call center, and determining the overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency.
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11. A method for designing an interface system, comprising:
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collecting user task statements from a plurality of users;
categorizing the statements into task categories to be performed by the interface system;
designing menu options based upon the task categories and the user task statements; and
evaluating performance of the interface system using cumulative response time (CRT), comprising a total time a user interfaces with the system, and routing accuracy that accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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Specification