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  • 1.
    Bellström, Peter
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Persson, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Political, Historical, Religious and Cultural Studies (from 2013).
    Magnusson, Monika
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Pettersson, John Sören
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Venemyr, Geir Ove
    Inland Norway University of Applied Sciences.
    Hindersson, Emelie
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Center for Societal Risk Research, CSR (from 2020).
    Canvas som plattform för digitala krisövningar: Några första resultat från en demonstrationsövning2020In: Kursdesign i Canvas: Bidrag från universitetspedagogisk konferens 2019 / [ed] Niklas Jakobsson och Carina Vikström, Karlstad: Karlstads universitet, 2020, p. 11-42Chapter in book (Other academic)
    Abstract [sv]

    Övning ger färdighet och det gäller inte bara i traditionell undervisning utan också vid krisledning. Krisledning kännetecknas av att medlemmarna i en krisledningsgrupp ska ansvara för sina respektive verksamhetsområden och genom snabb interaktion och samordning över verksamhetsgränserna mildra effekterna av krisen för organisationen eller samhället som helhet. Det innebär att rollmedvetenhet och kommunikationsförmåga måste tränas för den enskilde så väl som för gruppen som helhet. På gruppnivå är också samverkan och koordinering internt och externt viktigt att öva. Tidigare studier visar att organisationer är intresserade av möjligheten att öva mer via digitala verktyg (Wik et al., 2017). Inom ramen för det till och med 2021 pågående Interregprojektet CriseIT 2 utvecklar vi ett koncept för övningsstöd baserat på lärplattformar. Kapitlet beskriver genom en fallstudie hur en seminarieövning kan genomföras med stöd av lärplattformen Canvas. Data till studien har samlats in genom observationer, enkäter, storgruppsdiskussion och deltagarnas indata till Canvas. Erfarenheter från fallstudien sammanfattas i möjligheter, problem och förbättringsbehov kopplade till Canvas och övningsdesignen, och rekommendationer ges både för krisövning och för undervisning baserad på problematisering och dilemmaövningar i klassrummet.

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    fulltext
  • 2.
    Bergkvist, Linda
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Co-design av smartphoneapplikation i användningsmiljö: en studie inom ramen för projektet DigitalWell Research och innovationscaset Att hitta rätt2021Report (Other (popular science, discussion, etc.))
    Abstract [sv]

    Inom ramen för innovationscaset Att hitta rätt och forskningsprojektet DigitalWell Research genomfördes forskningsstudien Co-design av smartphoneapplikation i användningsmiljö. Det primära syftet var att undersöka hur co-design för mobila applikationer kan bedrivas i användningsmiljöer. Den här rapporten fokuserar på det sekundära syftet med studien vilket var att tydliggöra behovs- och kravbilden över en digital tjänst för att hitta rätt på Centralsjukhuset i Karlstad (CSK). Data samlades in genom att medborgare bjöds in att interagera med och samskapa en prototyp av en navigationsapplikation, medan de tog sig fram till olika platser på CSK. Totalt deltog 36 personer. I den här rapporten presenteras de kravområden för en navigationsapplikation i inomhusmiljöer som identifierats. Rapporten presenterar också de svårigheter och problem med att hitta rätt i sjukhusmiljön som samlades in under studien, liksom viktiga aspekter att beakta vid ett införande av en navigationsapplikation i en sjukhusmiljö.

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  • 3.
    Christiansson, Marie-Therese
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    A Process Oriented User Test on Public e-Services: The Swedish Municipality Case2014In: Proceedings of The 8th European Conference on IS Management and Evaluation – ECIME 2014 held at the University of Ghent, Ghent, Belguim / [ed] Jan Devos, Steven De Haes, Academic Conferences Limited, 2014, p. 39-48Conference paper (Refereed)
    Abstract [en]

    This paper elaborates on the potential to design and conduct process-oriented user tests on public e-Services. The purpose is to use key constructs of business process orientation (BPO) to develop a basis for design and communicating the value of user tests in a public e-Service context. Our hypotheses are that user tests can provide valuable results for all actors involved in e-Service development, not only in terms of how to conduct user tests per se, but also to provide incentives for a customer driven focus and highlighting the value derived from user tests. In the municipality case, actors and stakeholders are involved municipalities in an inter-organisational collaboration on e-Service development, i.e. different municipalities, locally and regionally, as well as the supplier.  Citizens partaking in a university course conduct the user tests with the eye tracking technology. In total 71 users performed in test sessions on 11 different e-Services in a standard platform provided by one supplier. In this paper, we elaborate on a BPO test design based on basic constructs in the approach compared with findings from reconstructing the test process design used with an implicit approach 2012 and an explicit BPO approach in 2013. Contributions include a generic test-process design for data collection, analysis and delivery to stakeholders in an overall e-Service development. Furthermore, findings from our test sessions and test process design will inspire and guide other universities to collaborate with practitioners. Beside the strength with a real case for the students, user test sessions in collaboration can be an eye-opener to not only for municipalities but also suppliers. Thus, the potential for impacts from test results to be applied in the further development of e-Services has thereby increased.  

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  • 4.
    Christiansson, Marie-Therese
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Testing Communicability in Municipality e-Services2014Conference paper (Refereed)
    Abstract [en]

    This paper focuses on the ability to communicate public e-Services, as one part of e-Service evaluation. The purpose is to use and further develop the emerging concept of “communicability” to be used as a base in an evaluation tool in the context of public e-Services. The ability of citizens’ to find, understand and use the e-Services provided is return on investment for public sectors, governments and agencies. The point of departure in this paper is to elaborate on a test process design for data collection and analysis from an empirical driven approach. Empirical grounding is based on a Swedish municipality case with a pilot usability test with eye tracking in 2012 and a second further improved test sessions 2013 on e-Services with citizens partaking in a university course. The research contributions include a further defined concept together with a generic test process for data collection and analysis to be useful as an evaluation tool, in research as in practice. Our research design and experiences from test sessions might also work as an inspiration to other university courses. Further more, findings from our test sessions can be used as a point of departure in formulating guidelines in a handbook to improve communicability in public e-Services.

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    Testing Communicability in Municipality e-Services
  • 5.
    Christiansson, Marie-Therese
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Testing Communicability in Public e-Services: Process and Outcomes2014In: Electronic government and electronic participation / [ed] Marijn F.W.H.A. Janssen, Frank Bannister, Olivier Glassey, Hans Jochen Scholl, Efthimios Tambouris, Maria A. Wimmer, Ann Macintosh, IOS Press, 2014, Vol. 21, p. 244-253Conference paper (Refereed)
    Abstract [en]

    In this paper, a case of testing public e-Service communicability is analysed in terms of process as well as outcomes. Key elements in test processes are defined, together with the meaning of communicability identified in terms of information-oriented metrics. The purpose of our paper is to develop knowledge about how e-Service providers should improve their ability to communicate and support users in finding, understanding and using e-Services. The reconstructed test process design is based of an analysis of gaze replays in citizen test sessions by means of eyetracking technology. Empirical findings on communicability metrics are further grounded in theory. Our main contribution to the research community and the field of practice, are a test process and a communicability framework to support the assessing of e-Service information. The use of wireframes for the e-Service five layers, together with a multifunctional template for data collection, analysis and presentation are introduced.

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    Testing Communicability in Public e-Services
  • 6.
    Magnusson, Monika
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Nyberg, Lars
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Centre for Climate and Safety (from 2013). Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Environmental and Life Sciences (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Information Systems for Disaster Management Training: Investigating User Needs with a Design Science Research Approach2018In: Proceedings of the 15th International Conference on Information Systems for Crisis Response and Management ISCRAM2018 / [ed] F.K. Boersma & B. Tomaszewski, ISCRAM, 2018, p. 841-850Conference paper (Refereed)
    Abstract [en]

    Societal threats such as global warming and terror attacks make crisis preparedness and crisis training a major priority in governments worldwide. Unfortunately, training is limited, partly due to complex and resource-demanding planning of traditional exercises. Several crisis training software have been developed as a complement. However, reports in research on their usage are rare, which indicates that the diffusion is limited. A potential explanation is that the systems fail to meet important needs in the organizations and/or sound information systems (IS) design principles. This paper describes the first phase of a design science research (DSR) project aiming at developing information systems for disaster management (ISDM) training, and accompanying training methods in local and regional governments. The purpose of this paper is to investigate perceived problems in current crisis training and identify opportunities for ISDM training in the application domain. Another purpose is to outline expected artifacts in the project.

  • 7.
    Magnusson, Monika
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Designing for a Repository of Virtual Crisis Management Tabletop Exercises: Lessons Learned from a Scandinavian R&D Project2023In: Selected Papers of the 46th Information Systems Research Seminar in Scandinavia / [ed] Esko Penttinen; Sampsa Suvivuo; Virpi Kristiina Tuunainen; Matti Rossi; Hadi Ghanbari, IRIS, the Scandinavian Chapter of AIS , 2023, Vol. 14Conference paper (Refereed)
    Abstract [en]

    Crisis training exercises play a vital role in preparing local and regional governments for the management of crises and disasters. Unfortunately, conducting sufficient training is demanding, especially in small municipalities, due to constrained time and personnel resources, but also complex planning and scheduling of the dominant on-site training methods. Virtual training has been suggested as a resource-efficient and flexible  complement. However, despite numerous specifications of digital technology for training, research on organisational implementation and usage is lacking, indicating a low uptake. This article presents a cross-border R&D effort to facilitate the digitalisation of crisis management training by developing generic virtual tabletop exercises (VTTXs) to be shared via a repository, and (re-)used in, and adapted for, diverse contexts. The purpose of this article is to identify essential aspects in designing and conducting virtual tabletop exercises (VTTXs) for collaborative crisis management training.

  • 8.
    Pettersson, John Sören
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Perspectives on Ozlab in the cloud: A literature review of tools supporting Wizard-of-Oz experimentation, including an historical overview of 1971-2013 and notes on methodological issues and supporting generic tools2014Report (Other academic)
    Abstract [en]

    The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming. The extensive literature review in the field reported here, however, revealed that the re-usable tools supporting the method do not seem to last more than a few years. Generic systems started to appear around the turn of the millennium, but very few are still in use. New systems are designed nevertheless. The systems and issues presented here should be of interest to people in the field of prototyping interaction design.

    This review was inspired by the authors’ ongoing re-development of their own Wizard-of-Oz tool, the Ozlab, into a system based on web technology. The report takes stock of some key features of Ozlab as well as reviews and contrasts other re-usable Wizard-of-Oz tools with the ambition to list every generic tool.

    The introductory chapter compares and contrasts prototyping in general with Wizard-of-Oz prototyping and provides an historical overview of Wizard of Oz in the development of digital interactive systems, spanning the years 1971-2013. Chapter 2 briefly describes the operation of Ozlab, and Chapter 3 presents the literature review of generic WOz tools. Chapter 4 discusses how interaction is supported by WOz tools and Chapter 5 how platform dependency affects the longevity of generic tools, while Chapter 6 points to the limitations in the Wizard-of-Oz method itself from several perspectives. Chapter 7, finally, presents concluding remarks including a list of points for future methodological analysis and development.

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    2nd print Perspectives on Ozlab in the cloud
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  • 9.
    Pettersson, John Sören
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    The longevity of general purpose Wizard-of-Oz tools2015In: OzCHI '15: Proceedings of the Annual Meeting of the Australian Special Interest Group for Computer Human Interaction / [ed] Ploderer, Carter, Gibbs, Smith, Vetere, New York: Association for Computing Machinery (ACM), 2015, p. 422-426Conference paper (Refereed)
    Abstract [en]

    The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming. An extensive literature review conducted by the authors revealed, however, that the re-usable tools supporting the method did not seem to last more than a few years. While generic systems start to appear around the turn of the millennium, most have already fallen out of use.

    Our interest in undertaking this review was inspired by the ongoing re-development of our own Wizard-of-Oz tool, the Ozlab, into a system based on web technology.

    We found three factors that arguably explain why Ozlab is still in use after 15 years instead of the two-three years lifetime of other generic systems: the general approach used from its inception; its inclusion in introductory HCI curricula, and the flexible and situation-dependent design of the wizard’s user interface.

  • 10.
    Pettersson, John Sören
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Andersson, Henrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    GUI interaction interviews in the evolving map of design research2018In: Advances in Information Systems Development: Methods, Tools and Management / [ed] Paspallis N., Raspopoulos M., Barry C., Lang M., Linger H., Schneider C., Springer, 2018, Vol. 26, p. 149-167Chapter in book (Refereed)
    Abstract [en]

    This chapter presents GUI-ii, Graphical User Interface interaction interview, a method used to remotely discuss, develop and test GUI prototypes with users and stakeholders. Examples of such sessions are presented to demonstrate that the main benefit of GUI-ii is that this way of co-designing allows for interaction-informed discussions around functions and user interfaces, where re-design and hands-on experience can be integrated and efficiently carried out remotely. Using a facilitation tool to enact GUI layout and responses allows participation and evaluation to be mixed in participatory design sessions in a productive way. This form of participatory design is discussed along the dimensions found in Sanders’ Map of Design Research. The discussion concludes that GUI-ii facilitates participation by relaxing demands for physical presence and by allowing people to participate from their own work environment while still making it easy for them to directly influence contents, structure and interaction.

  • 11.
    Pettersson, John Sören
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Andersson, Henrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wizards of Oz in the Evolving Map of Design Research: Trying to Frame GUI Interaction Interviews2017In: Information Systems Development: Advances in Methods, Tools and Management (ISD2017 Proceedings) / [ed] Paspallis, N., Raspopoulos, M. Barry, M. Lang, H. Linger, & C. Schneider, 2017Conference paper (Refereed)
    Abstract [en]

    We present and discuss GUI-ii, Graphical User Interface interaction interview, a method used to remotely discuss, develop and test GUI prototypes with users and stakeholders. Examples of such sessions are presented to demonstrate that the main benefits of GUI-ii are that this way of co-designing allows for interaction-informed discussions around functions and user interfaces, where re-design and hands-on experience can be integrated and efficiently carried out remotely. Using a facilitation tool to enact GUI layout and responses allows participation and evaluation to take turns in participatory design processes in a productive way. We discuss this form of Participatory Design along the dimensions found in Sanders’ Map of Design Research. The discussion concludes that GUI-ii facilitates participation by relaxing demands for physical presence and by allowing people to participate from their own work environment while still making it easy for them to directly influence contents, structure and interaction.

  • 12.
    Wik, Malin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Introducing a Socio-Technical Perspective on Digital Competence Education Through Co-design2022In: Selected Papers of the 45th Information Systems Research Seminar in Scandinavia / [ed] Jan Pries-Heje, Jacob Nørbjerg, Louise Harder-Fischer, Association for Information Systems, 2022, Vol. Issue 13, p. 3-17, article id 2Conference paper (Refereed)
    Abstract [en]

    Digital competence and programming have been part of the Swedish school curricula since 2018. This paper demonstrates how co-design design activities can be conducted as a way to provide digital competence education from a socio-technical perspective. Such activities were conducted with novice designers in three sessions, each with two school classes, from a Swedish engineering upper secondary school program in 2019. The students gained hands-on experience with interaction design and co-design as they designed a mobile application using a Wizard-of-Oz prototyping system and evaluated the prototype with users. This trial is used to argue that time allocation for socio-technical perspectives on digital competence in the Swedish school curricula can be expanded to be able to provide students with a more holistic view of digitization beyond technical issues.

  • 13.
    Wik, Malin
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Bergkvist, Linda
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Exploring Mobile Co-design in the Context of Use Continuous Elicitation and Evaluation of Design Suggestions2022In: Human-Computer Interaction: Theoretical Approaches and Design Methods / [ed] Kurosu, Masaaki, Springer Science+Business Media B.V., 2022, Vol. 13302, p. 324-342Conference paper (Refereed)
    Abstract [en]

    This study explores a method for the co-design of mobile applications in the context of use. In 36 sessions with future users, synchronous co-design of a mobile navigation application was conducted in the intended use environment – a hospital – using an interactive Wizard-of-Oz-controlled prototype. The results show that co-design in the intended use environment contributes to the elicitation of design suggestions. Concerning the co-design method, the results show that by using interactive prototyping the user is actively involved as a co-designer, which empowers the user and enables the continuous evaluation of design suggestions.

  • 14.
    Wik, Malin
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Khumalo, Akhona
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Wizardry in Distributed Participatory Design: From Design to Implementation2020In: Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics, Springer , 2020, p. 172-186Conference paper (Refereed)
    Abstract [en]

    Many participatory design methods and techniques assume that the designer and the participant are in the same location. In this study, we explore methods for Distributed Participatory Design. Combining the Wizard-of-Oz technique with oral discussions, in three iterations, we allowed users to actively participate, over distance, in designing a solution for their Events Management and Booking System. A video prototype was captured and used as a specification to communicate the system requirements. System development issues that arose were captured in a log and used to explore the effectiveness of such a specification in the development process. The results show that using wizardry in distributed participatory design is a viable method for allowing active participation and that video prototypes can sufficiently communicate system requirements.

  • 15.
    Wik, Malin
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Nyberg, Lars
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Centre for Climate and Safety (from 2013). Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Environmental and Life Sciences (from 2013). Karlstad Univ, Ctr Climate & Safety, SE-65188 Karlstad, Sweden.;Karlstad Univ, CNDS, SE-65188 Karlstad, Sweden..
    Magnusson, Monika
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Behov av datorbaserade metoder och verktyg för krisövning: Intervjustudie i Inre Skandinavien2017Report (Refereed)
    Abstract [sv]

    Inom ramen för projektet CriseIT (www.criseit.org) har en intervjustudie genomförts med norska och svenska krisberedskapsaktörer. 19 respondenter från totalt 16 aktörer intervjuades om deras syn på behovet av krisövning, vad som fungerar bra och dåligt med de övningsmetoder som vanligtvis används, och vilken nytta de kunde se med datorbaserade övningsverktyg. Svaren visar på ett stort behov av att öva mer, gärna i form av mindre och kortare övningar. Det finns en rörelse bort från scenariobaserade övningar till övningar där olika förmågor står i centrum. Flertalet aktörer anser att de planerar och genomför övningar med gott resultat men att det saknas en systematik i hur utvärderingar leds vidare i ett förbättringsarbete. Det finns intresse men också tveksamhet inför att involvera allmänheten i krisövning, men ett sätt att hantera bland annat säkerhetsaspekter vore att gå via frivilligorganisationer som kan bistå med organisering och viss utbildning.

    Respondenterna visar stort intresse för datorbaserade övningsverktyg som ett medel för att öka krismedvetenheten och kunskapen som stödjer den egna rollen. De kan också se potentiella problem, t ex att vissa personer har svårt att ta till sig ny teknik och att det kan finnas risk att resurser till andra övningsformer minskas. Bland de fördelar som nämndes var möjlighet att öva oftare, med fler aktörer, och att öva på olika platser vid olika tidpunkter. Man ser också förbättrade möjligheter att öva utdragna kriser. Den målgrupp som lyfts fram som särskild intressant fördatorbaserade övningsverktyg är krisledningsorganisationen, dvs. den strategiskan ivån. Flera nämner också behovet av bättre planeringsstöd för säkerhets-/beredskapssamordnarna.

    En slutsats vi dragit är att det är viktigt att digitala krisövningsverktyg är webbaserade och bygger på standarder. Detta för att möjliggöra att verktygen kan användas distribuerat, i samarbete mellan olika organisationer och inte kräver lokala installationer i de olika hårt styrda IT-miljöerna. Det bör också vara verktyg som fungerar på såväl smartphone som surfplatta och PC. I stort bör de system som används under verkliga kriser användas även under övning.

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    Behov av datorbaserade metoder och verktyg för krisövning
  • 16.
    Wik, Malin
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Pettersson, John Sören
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Lack of multimedia tools in intervention support for running system2019In: International Journal of Web Science, ISSN 1757-8795, Vol. 3, no 2, p. 148-173Article in journal (Refereed)
    Abstract [en]

    Engrafting support staff into dialogues between users and customer support systems can compensate for system design flaws. Further, such dialogues can give grounds for system development. This article surveys the levels of interactivity of user support systems, where overt or covert support agents take an active part in the communication between a customer and a system. The main purpose is to demonstrate the prevailing lack of multimedia outputs in the tools supporting human intervention in systems with a graphical user interface (GUI). This is followed by an account of experimentation with human support engrafted in a web system that has a fuller range of GUI expression. The experiment explores the possibility of using multimedia in intervention in human-computer interaction and how such intervention can be built when it is not yet part of the augmented system.

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