People, Places and Potentialities in Design– Research Tools to Examine Challenges in Behind-the-Counter Work

摘要

This paper describes the use of research tools that examined challenges of American older adults involvedin behind-the-counter (BhC) work. The study investigated human-environment interactions in BhCWorkspaces and learned about environmental fit or how the capacity of a person combines withenvironmental demands to determine performance in a given situation. Three sequential research tools -trace study, marginal participant observation and user interviews, were employed to evaluate four types ofBhC workspaces—library circulation counter, hotel check-in counter, airport check-in counter and officereception counter. The interdependent, sequential cycle of adoption of these tools offered important meansto learn about worker needs in BhC work, identify environmental problems and develop inclusive designsolutions that offer safety, prevent injury, and prolong work-life. The multi-pronged approach helpeddevelop information about BhC work and confirm evidence through triangulation of data frominterdependent methods.