Designing a Telephone-Based User Interface  

Explains how technical communicators, drawing on their experience designing Web sites and software interfaces, can help design effective interfaces for telephone-answering and call-routing systems.

Hart, Geoffrey J.S. Intercom (2004). Design>User Interface>EPSS>User Centered Design

Designing the Handheld Maritime Communicator  

We present the process of designing the first prototype of the Handheld Maritime Communicator: a mobile computer system supporting communication and coordination of safety-critical work activities on large container vessels. Designing the user experience of the Handheld Maritime Communicator was a particular challenge because it targets a highly specialized context of use and because poor design could potentially become a safety hazard. Meeting this challenge, ethnographic field studies on board container vessels were conducted, detailed analyses were carried out, and iterative design was performed. The design produced replaces a large amount of present spoken communication with predefined textual messages on a handheld device. This facilitates persistency, partial automation, and possible integration with other computer-based data. Evaluating the prototype in a high-fidelity ship simulator, prospective users validated the overall design, but also identified a number of usability problems that need to be addressed.

Kjeldskov, Jesper and Jan Stage. AIGA (2003). Design>User Interface>EPSS>Usability