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Karen S. Wilson

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Publications by Karen S. Wilson (bibliography)

1995

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Wilson, Karen S., Inderrieden, Michael and Liu, Steven (1995): A Comparison of Five User Interface Devices Designed for Point-of-Sale in the Retail Industry. In: Proceedings of the Human Factors and Ergonomics Society 39th Annual Meeting 1995. pp. 273-277.

“Although human performance on keyboards, pointing devices, and touch screens in the desktop environment has been studied and reported to the extent that the results can be used to determine productivity rates from those devices, little research has been conducted on devices used in controlled environments, like that of point-of-sale in the retail industry. While previous devices available for user interaction in this environment have been 2x20 displays and industry specific keyboards, current technology has moved the industry to implement CRTs, LCDs, full keyboards, touch screens and uniquely designed devices like the NCR DynaKey, an integrated LCD, keypad and dynamically assignable function keys. A full understanding of human performance on these devices was required to aid retailers in cost justifying their investment in them. Laboratory research was conducted to compare performance of basic point-of-sale tasks on a CRT with 56-key keyboard, 3 versions of an LCD touch screen, and the NCR DynaKey. Participants performed keying tasks, item modification tasks, a combination of item modification and scanning, and the same combination of item modification and scanning with a secondary monitoring task imposed. Time and error rates showed significant differences among the user interface devices for each of the task requirements in this research. Overall, mechanically keyed numeric entry was superior to touch screen numeric entry, mechanical keys were more advantageous with increased skill levels, and the integration of input mechanism and display as well as direct mapping between input and display enhanced performance.”

1994

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Wilson, Karen S. and Callaghan, Thomas R. (1994): Handheld Computer Terminals: Starting Off Right the First Time. In: Proceedings of the Human Factors and Ergonomics Society 38th Annual Meeting 1994. pp. 355-359.

“Advances in miniaturization and wireless communications are providing the computer industry with the impetus to design handheld, portable computer terminals. Until enough research and experience evolves from handheld terminals to build a literature on design factors and to develop design guidelines and standards that would provide starting points for product design, the human factors community must rely on its user-centered design approach of designing, prototyping, and testing to ensure a safe and usable form factor for such terminals. The methodology that was used in establishing the design criteria for such a terminal included literature research, focus groups with potential users, contextual field research, expert testimony, and primary laboratory research, including a grasp analysis and screen viewability, data entry, signature capture, and holsterability testing. The user-centered design process described here provided the information required to establish the basic design criteria that would assure user safety and task efficiency. It also revealed informational needs for the human factors community involved in the development of handheld computer terminals.”

1993

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Hoffman, Mark S., Lowe, Cynthia K. and Wilson, Karen S. (1993): Macroergonomics Research Methodology: Determining Future Job Requirements of a Customer Service Representative (CSR) in a Bank. In: Proceedings of the Human Factors and Ergonomics Society 37th Annual Meeting 1993. pp. 877-880.

“Macroergonomic research techniques were used to determine current and future organizational changes, information technology requirements, and personnel training and recruiting demands for Customer Service Representatives (CSRs) in a bank. This research demonstrated the power of suite of behavioral science methods that included: group interviews, task analysis, focus groups, and concept mapping. Concept mapping proved to be an effective method for illustrating differences in group perceptions; five clusters were mapped for both CSRs and managers. Responses differed significantly among four of the clusters. The sequence used in the application of these methods was critical to maximize the value and validity of the results. The results from this study are useful for identifying the challenges that the retail banking industry has to address in order to change the role of the CSR to meet anticipated future business demands.”

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