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Businesses are increasingly communicating with their customers via web-based
interfaces. However, users are experiencing a lack of guidance and support in
the communication of these often complex services. This paper proposes a
method for identifying where and why there is a breakdown in communication
between the interface and the user. In creating the method, the importance and
value of having such a method are considered and discussed, particularly for
communication rich interfaces.
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The method is developed based on the results
from user trials with a mortgage application interface using the existing evaluation
method. Although the results from piloting the method suggest that it is
useful for identifying communication breakdowns within the user-interfaces,
more work is required before a definitive method can be produced. As a result
of this study it appears that communication breakdowns are related either to the
information within an interface or to the process.
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