by Traci | Apr 22, 2009 | publications
A new computer system changes how its customers work. Designing such a system requires intimate knowledge of customers’ work and motives to ensure that the system supports them well. The creation of a new system implicitly means designing the new work practice...
by Traci | Sep 11, 2006 | Articles
The face of customer service is rapidly changing from a friendly smile or voices on the phone to a something a little more “square” and electronically powered — generally known as a screen. I can’t even remember the last time I stepped foot inside a bank — at least...
