Articles by Howard Kiewe

Howard Kiewe has been a user-experience consultant since 1999 and provides user research and design services to companies in Canada, the U.S., Europe, and Asia. He is also a human factors research associate at McGill University’s Centre for Intelligent Machines, where he recently developed the UI for a teleoperated video camera designed to be submerged at the floor of the Pacific Ocean and remotely controlled over the Internet.

How may I help you? An ethnographic view of contact-center HCI

Abstract This study used an applied ethnographic research method to investigate human-computer interaction (HCI) between call center agents and agent-facing software in the context of contact-center culture. Twenty semi-structured interviews were completed, along with non-participant observation at two contact centers, one that followed a user-centered design (UCD) process for software development and another that did […] [Read More]