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User-centered eService design and redesign by Esin Kiris is a scholarly article available to read on EtoBox.

What is User-centered eService design and redesign about?

As telecom service providers struggle under the financial pressures associated with the continuing sluggish economy, plans to trim operational expenses and grow margins have been fundamental parts of their business models. Key among these expense-cutting efforts has been the redirection of cost-intensive customer services communications to significantly lesscostly web site portal interactions, such as online bill presentment and payment web services. However, the telecom industry survey results showed that expense savings and competitive differentiation should not be the only reason for developing these web services in order to ensure high use rate of these eServices . These web services should be developed to enhance customer experience with these services. This paper presents how the user experience engineering techniques and usability test results were applied to redesign online bill presentment application to ensure the high rate of positive customer experience, and high percentage of use and adoption of these eServices. The online bill presentment application, one of eServices, has been developed for AT&T's business customers.

Author

Esin Kiris

Publisher

ACM

Published

2004

Language

EN