Designing novel interactional workspaces to support face to face consultations

Abstract

This paper describes the design and deployment of a novel interactional workspace, intended to provide more effective support for face-to-face consultations between two parties.We focus on the initial consultations between customer and agent that take place during the development of complex products.Findings from an ethnographic study of the existing use of technological systems show the interaction during such consultations to be disjointed and not well supported.As an alternative approach, we developed a novel arrangement of multiple displays intended to promote shoulder-to-shoulder collaboration using a variety of interlinked representations and visualizations.The resulting interactional workspace was used by a travel company as part of a large international trade show attended by the general public.The many consultations that took place between agents and customers were quite different, proving to be more equitable, open, fluid and congenial.