Usage-Centered Interface Design for Knowledge Management Software
Harald Karner (Hyperwave R&D, Graz, Austria)
Georg Droschl (Hyperwave R&D, Graz, Austria)
Abstract: In IT-supported knowledge management (KM), the software user interface is at the boundary between persons and the knowledge management system (KMS). It plays a central role because seen from the users point of view, the user interface is the system. This paper presents a case study in which a particular User Interface Design methodology was employed to design a prototype KMS user interface for an inbound call center. In this example, we combine knowledge re-use and expert location.
Keywords: call center, interaction patterns, knowledge management, usage-centered design, user interface design