Human-Centric Design of Unified Communications

Abstract

This article describes a co-design process in the context of user experience (UX) and usability testing and analysis of a first proof of concept of e-collaboration features based on unified communications, co-designed within an organization aiming to optimize users' communication cognitive load. An initial digital prototype with a detailed graphical interface, and simulated user narratives was established and the qualitative validation process is described and discussed. The implemented R&D process is mainly supported on user-centred design (UCD) methodology, namely action research with service design thinking method and co-design techniques. Qualitative data was gathered with concurrent think-aloud activities (CTA) stimulated by user experience expectation questions, observation notes, with integration in an eye tracking technology system. The UCD process and results are discussed, substantiating the added value due to the individual contributions and consequent usefulness of a final unified communication service for the organization.

An Augmented Infocommunication Model for Unified Communications in Situational Contexts of Collaboration

“…It informs system characteristics for human collaborative Synchronicity, which in turn allows for a greater feeling of Social Presence. Summing up, instead of determining a particular use or operation automation, users and their context should play a big role in determining system functionality (Abrantes et al, 2018). Registration of communications and collaboration situa-tions also allows for a more efficient re-contextualization in conversation extension cases, independently of time and space (or media used), which diminishes extraneous effort and thus optimizes user's cognitive load.…”

“…The UC&C design approach of this project uses the optimal cognitive load as a reference. This approach leads to UC&C functionalities that relate diverse information and communication technological instruments to preserve communication and collaboration instances, contexts and info-communication processes at all times (Abrantes et al, 2018).…”

“…With participants' informed consent, audio and facial expressions were recorded along with their eyegaze behaviour and a top-view record of their interaction with the smartphone. As previously employed in Abrantes et al (2018), this UX data gathering technique aims at comparing expectations and experiences of the participants whilst using the prototype, without limiting the analysis to the self-stated, explicit user inputs. User frustrations and interaction oversights were documented with face and eye tracking recordings, enabling a deeper and implicit understanding of the situations the participants were faced with.…”