The Evaluation of an Adaptive User Interface Model

摘要

User expertise and skill affects the way users interact with software. It is envisaged that an adaptive user interface (AUI) which dynamically changes from a novice user interface (UI) to an expert UI could possibly improve users' performance. Contact centres (CCs), are the primary interaction point between a company and its customers and an important challenge is to increase the speed at which contact centre agents (CCAs) retrieve information to answer customer queries. CCAs however have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. As a result, software systems have to become more individualised and cater for different users. This research focuses on applying this concept of AUIs to the domain of CCs and investigates whether an AUI for CCAs could improve the CCA's performance and enhance their interaction with UI. The main aim of this research study was to propose a model for AUIs which could be applied to the domain of CCs. The implementation of the proposed model was completed as proof of concept and the model was evaluated. The results indicate that the proposed AUI model significantly improves CCAs' performance and most users were satisfied with the adaptation provided by the model.