Using "rapid experimentation" to inform customer service experience design

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2010, Pages 4553-4565

  Meckem, Soni ^a   Carlson, Jennifer Lee ^b  

^a CISCO SYSTEMS   (United States)

^b Tec Ed Inc   (United States)

Author keywords

Agile software development; Comparative usability study; Customer service experience; Customer support experience; Iterative studies; Rapid experimentation; Rapid Iterative Testing and Evaluation (RITE); Rational unified process; Service design; Toyota Production System (TPS)

Indexed keywords

AGILE SOFTWARE DEVELOPMENT; CUSTOMER SERVICES; CUSTOMER SUPPORT; RATIONAL UNIFIED PROCESS; TESTING AND EVALUATION; TOYOTA PRODUCTION SYSTEM; USABILITY STUDIES;

AGILE MANUFACTURING SYSTEMS; COMPUTER SOFTWARE; COST REDUCTION; EXPERIMENTS; HEAT SHIELDING; HUMAN ENGINEERING; MACHINE DESIGN; PRODUCTION ENGINEERING; SALES; SOFTWARE DESIGN;

CUSTOMER SATISFACTION;

EID: 77953109721     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/1753846.1754193     Document Type: Conference Paper

References (7)

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