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Market pressure to access wider markets, whilst reducing costs of delivering support to distant clients, is driving the demand for systems that support remote delivery of customer service. Although systems have been developed to meet such demand, the delivery of remote mining engineering services posts unique challenges that require specific attention. In this paper, we report a study conducted as part of a collaborative project between CSIRO and a company specialising in the provision of mining engineering services, to understand user requirements for delivering mining engineering services remotely. In this study, we employ an approach that applies user-experience design methods, combined with scenario-based software design techniques in requirements elicitation and analysis. We review related work, describe the procedure and techniques of the approach, present our design recommendations and discuss future work.

Item Type:	Conference Edited
Keywords:	Human computer interaction
Research Division:	Information and Computing Sciences
Research Group:	Library and information studies
Research Field:	Human information interaction and retrieval
Objective Division:	Expanding Knowledge
Objective Group:	Expanding knowledge
Objective Field:	Expanding knowledge in the information and computing sciences
UTAS Author:	Huang, W (Dr Tony Huang)
ID Code:	90142
Year Published:	2012
Deposited By:	Information and Communication Technology
Deposited On:	2014-03-27
Last Modified:	2014-04-03
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