Heavily-Used Interfaces: Designing for Efficiency

User Centric presents, “We Believe Experiences Matter,” a free webinar series highlighting techniques used to evaluate, measure and change the end-to-end customer experience. View entire webinar schedule.

This webinar is over, but you can access it in its entirety on Vimeo (with audio) and Slideshare.

Abstract

Everyone agrees that interfaces should be easy to use. Some suggest that people should be able to walk up to a new interface and use it without error the first time. "No errors during the first use" is a good ideal for occasionally-used web sites; it is not particularly relevant to back-office applications that are used many hours each day.

Consider the person in a call center that is taking orders or answering questions about a person's account. During each call, the call agent does two things at once: carries on a conversation with the customer and uses software to retrieve, edit, or enter information about an order or account. For the call agent, "easy to use" means "fast to use" - otherwise, the agent won't be able to keep up with the customer's conversation and requests.

Lead by Rick Omanson, Director at User Centric, this webinar will discuss how to design a heavily-used interface to be efficient and "easy-to-use" for expert users.

In this 60-minute webinar, Rick will describe:
• How expert users view, interpret, and use interfaces differently from novice users
• Strengths and weaknesses expert users have in comparison to novice users
• Interface features and strategies that make expert users more efficient and compensate for their weaknesses