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The aim of this article is to map the use of AI in the user experience (UX) design process. Disrupting the UX process by introducing novel digital tools such as artificial intelligence (AI) has the potential to improve efficiency and accuracy, while creating more innovative and creative solutions. Thus, understanding how AI can be leveraged for UX has important research and practical implications.

This article builds on a systematic literature review approach and aims to understand how AI is used in UX design today, as well as uncover some prominent themes for future research. Through a process of selection and filtering, 46 research articles are analysed, with findings synthesized based on a user-centred design and development process.

The authors’ analysis shows how AI is leveraged in the UX design process at different key areas. Namely, these include understanding the context of use, uncovering user requirements, aiding solution design, and evaluating design, and for assisting development of solutions. The authors also highlight the ways in which AI is changing the UX design process through illustrative examples.

While there is increased interest in the use of AI in organizations, there is still limited work on how AI can be introduced into processes that depend heavily on human creativity and input. Thus, the authors show the ways in which AI can enhance such activities and assume tasks that have been typically performed by humans.

New requirements for the design of interactive systems call for a human‐centred approach. Learner‐centred design has been considered as the equivalent of human (or user) centred design as it applies to the design and development of elearning systems and applications. E‐Learning is gaining momentum and the respective interest in design methods and practices for such systems is continuously increasing. Nevertheless it is not clear how learner‐centred design can be implemented in practice; questions, such as what are the processes included in learner‐centred design, what kind of activities should take place, how can existing human‐centred design methodologies be combined with instructional design methods and techniques, remain unanswered. This paper stresses the need for an effective integration between usability ‐ the ultimate goal for every human‐centred design effort ‐ and instructional design concepts, techniques and practices. It presents a case study where authors’ activities to design a web‐based training curriculum are described. Problems and challenges of applying human‐centred design and instructional design methods and techniques are discussed along with future research dimensions.

This paper aims to describe a design research project which looked at how to support facility managers engage employees in behaviour change to create more environmentally sustainable workplaces and work styles.

The multi-disciplinary research team used ethnographic and user-centred design methodologies to get employees’ perspectives on environmental sustainability in the workplace. This involved in-depth interviews and workplace observations to understand employees’ views on sustainability in their organisation; workshops to explore attitudes towards sustainability; and design provocations to explore how employees might be motivated to act more sustainably.

The research demonstrated the different understandings people have of what sustainability in the workplace should mean and whose responsibility they think it should be. The results were developed into a model of four different sustainability cultures, pragmatist, libertarian, housekeeper and campaigner, based upon people’s perception of the cost of sustainability to both company and employees. This model can be used to provide insight into the predominant sustainability culture of an organisation as well as the attitudes of individual employees.

The research has been compiled into a toolkit, “The Sustainable Cultures Engagement Toolkit”, aimed at FM and workplace managers, which uses this model as the basis to provide information about how best to communicate with employees about environmental sustainability in the workplace and how to motivate behavioral change. This research demonstrates a user-centred design approach to address these challenges.

People with severe or profound hearing loss face daily communication problems mainly due to the language barrier between themselves and the hearing community. Their hearing deficiency, as well as their use of sign language, often makes it difficult for them to use and understand spoken language. Cyprus is amongst the top 5 European countries with a relatively high proportion of registered deaf people (0.12 per cent of the population: GUL, 2010). However, lack of technological and financial support to the Deaf Community of Cyprus leaves the Cypriot deaf people unsupported and marginalised. The paper aims to discuss this issue.

This study implemented user-centred design methods to explore the communication needs and requirements of Cypriot deaf people and develop a functional prototype of a mobile app to help them to communicate more effectively with hearing people. A total of 76 deaf adults were involved in various stages of the research. This paper presents the participatory design activities (N=8) and results of usability testing (N=8).

The study found that users were completely satisfied with the mobile app and, in particular, they liked the use of Cypriot Sign Language (CSL) videos of a real person interpreting hearing people’s speech in real time and the custom onscreen keyboard to allow faster selection of text input.

Despite advances in communication aid technologies, there is currently no technology available that supports CSL or real-time speech to sign language conversion for the deaf people of Cyprus.

Purpose – The paper introduces methods for the evaluation of new software applications that build on semantic knowledge technology for use in information‐ and knowledge‐intensive application domains. Design/methodology/approach – While user‐centred design is a mature and proven field, the new knowledge‐centred applications also require that information quality is assessed in a more profound manner than was considered previously, and the business value generated by semantic knowledge technology is quantified. The methods to be used in different phases of the development cycle are described. Findings – The approaches used in ongoing RTD projects and in different user organizations are described. Research limitations/implications – The analysis of organisational aspects of knowledge management and the benefits of improvements in cooperation mechanisms provide further challenges for methodological development. Practical implications – Recommendations and suggestions for similar innovative research and application development projects are given. Originality/value – While some of the methods are proven and well documented, there is a need to collect further experience with the user validation of applications using semantic knowledge technology.

The purpose of this paper is to outline the application of user centred design (UCD) within a research project to support the design, development and evaluation of a brain computer interface (BCI) with associated home-based services and remote therapy station for people with acquired brain injury (ABI).

A multi- stakeholder UCD approach was adopted to include people living with ABI, their caregivers and therapists providing rehabilitation. A three-phased iterative approach was implemented: Phase 1 was to gather user requirements, Phase 2 an iterative design phase with end user (EU) groups and therapists and finally the verification and implementation phase. The final phase had two strands of a home-based BCI evaluation with target EUs and their caregivers, alongside this, therapists evaluated the final therapist station that supports the use of the BCI at home. Ethical governance, inline with Ulster University, was awarded.

UCD enabled the co-creation and validation of a home-based BCI system for social inclusion and rehabilitation.

This was the first BCI project to adopt UCD to design and validation a novel home-based BCI system and migrate this from the lab to home. It highlights the importance of UCD to bridge the gap between the technical developers and those whom the technology is aimed at. This complex design process is essential to increase usability and reduce device abandonment.

The purpose of this paper is to clarify the CSCW in collaborative 4D modelling and its user interface (UI)/interaction designs for prototyping. Four-dimensional (4D) modelling technology has potentials to integrate geographically dispersed planners to achieve collaborative construction planning. However, applying this technology in teamwork remains a challenge in computer-supported collaborative work (CSCW).

The research adopted user-centred design (UCD) methodology to investigate a usable 4D collaboration prototype through analysis, design and usability testing. By applying CSCW theories, it first clarified the meaning of 4D CSCW to formulate design propositions as design target. By leveraging UCD theories, subsequently, the first-stage research sought an optimal standalone 4D modelling prototype following a parallel design approach. At the second stage, it further investigated into a collaborative 4D modelling prototype using an iterative design. It adopted collaborative task analysis into the UI/interaction design extension for a collaborative prototype based on results obtained from the first stage. The final usability testing was performed on the collaborative prototype to evaluate the designed CSCW and UI in a controlled geographically dispersed teamwork situation.

The test results and user feedback verified their usability. It also disclosed design weaknesses in collaborators’ awareness and smooth tasks’ transitions for further enhancement.

The combination of CSCW and UCD theories is practical for designing collaborative 4D modelling. It can also benefit designs for collaborative modelling in other dimensions like cost analysis, sustainable design, facility management, etc. in building information modelling.

The learning outcomes are as follows: to explore the challenges associated with Information System Project Management; to explore how to navigate certain Information System Project Management challenges and make recommendations on how to address them; and to evaluate the application of user-centred design.

This case looks at the small to medium enterprises (SMEs) Digitisation project that was initiated by Dr Ndiege, Assistant Professor of Information Systems, and a team of faculty at the School of Science and Technology, United States International University – Africa in Kenya. Dr Ndiege is considering the project in September 2020 and its future viability. The project called for computer science students to voluntarily assist in developing an online presence for local SMEs. The idea is to help cushion them against the shocks of the COVID-19 pandemic. Dr Ndiege looks at the details of the project through the eyes of team leader Sylvie Sarabwe and her encounters on the project. She leads a team of four students in a user-centered design to develop a website for social enterprise Kraft Therapy Foundation (KTF), located in Kibera slums within Nairobi County, Kenya. Sylvie must navigate the client relationship with KTF. But she soon starts to experience the difficulties involved with navigating this process. For Sylvie, it quickly dawns on her that a user-centred design project requires both hard and the soft skills to successfully deliver the final project. By the conclusion of the case, Dr Ndiege recognises the multitude of issues that this project ultimately faces.

The primary target audience for this teaching case is undergraduate information technology students, especially students in software application design and project management with little or no work experience. The case is clearly structured and the length of the case lends itself to the audience. It does not contain excessive or irrelevant information. Hence, learners have more time to focus on the application questions presented.

Teaching notes are available for educators only.

CSS 7: Management Science.

The aim of this paper is to define the main directions and emerging challenges in adoption of general usability principles by the memory institutions.

Theoretical analysis of usability concepts, usability management processes, methods and evaluation criteria found in the Human‐Computer Interaction professional literature and ISO standards is performed.

Usability should become a part of quality management activities in memory institutions and will change and expand traditional practices in this sphere. ISO standards and theoretical models may be applied to create a framework for usability management in memory institutions both on strategic and operational levels. However, further research in the scope of joint cultural heritage services, audiences, contexts of use and applied technology in the sector of memory institutions should be performed. The main challenges on the way towards the usability framework are cultivation of partnership culture and multidisciplinary teamwork in development and provision of ICT‐based services and application of complex and overlapping recommendations provided by volumnious ISO standards.

The main value of the paper is the comprehensive analysis of state‐of‐the‐art in usability and provision of the main directions and challenges of usability adoption in memory institutions. This analysis maps the future research and practical activities necessary for successful adoption of usability management in libraries, museums and archives.

Drawing on a user-centred design perspective, the purpose of this paper is to (i) provide an overview of three contextual user research methods, namely, spatial walkthroughs, experience curve mapping and card sorting, (ii) exemplify their applications in different case studies and (iii) compare the methods according to their contributions for the study of users’ workplace experiences. Previous workplace studies with qualitative approaches mainly rely on methods such as interviews and observations. Although these methods provide rich data, the understanding of office users, their use situations and finding more fitting workplace designs can benefit from deeper user experience insights.

Three methods and their variants were tested in studies of user experience in flexible offices: spatial walkthroughs, experience curve mapping and card sorting. The methods were tested during workshops and interviews in four case studies with a total of 114 participants.

Spatial walkthroughs were more immersive and provided the most insights on the actual context with respect to spatial design qualities, while experience curve mapping enabled understanding the temporal aspects of the user experience and card sorting enabled exploring user experiences with respect to predetermined spatial qualities and contextual aspects.

Spatial walkthroughs, experience curve mapping and card sorting methods have not previously been applied in workplace studies. They facilitate dialogue, participation and user involvement and provide insights for making evidence-based recommendations for designing or redesigning office environments that fit users’ needs and preferences.