Untangling the mess -- a redesign of a technical environment for a telecommunication company call centre: part II: capturing a valid order for a telecommunication service

The technical environment in a call center for a telecommunications company has exploded in the past years and is now in bad need of a redesign. In a previous paper [3] we described how we used probes in order to understand the user needs for such a system. This paper discusses how to address the user needs in the redesign of the environment. In particular we focus on designing an order capture user interface by applying user-centered design and participatory design. The conclusion discusses the lessons learned and the challenges of making a design come to life as functioning software. In this case, getting the users to describe what they do and what they need proved easy using the methodology described above. The challenges were communicating this result onwards to those responsible for creating the software so that the wishes of the users would be honored.