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Volume 8 / Issue 6

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DOI:   10.3217/jucs-008-06-0634


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

Categories: H.5.2