Publication statistics

Pub. period:2006-2012
Pub. count:6
Number of co-authors:6



Co-authors

Number of publications with 3 favourite co-authors:

Robert C. Miller:2
Arin Bhowmick:2
C. Travis Bowles:2

 

 

Productive colleagues

Min Wu's 3 most productive colleagues in number of publications:

Robert C. Miller:42
Greg Little:15
Simson L. Garfinke..:8
 
 
 

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Min Wu

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Publications by Min Wu (bibliography)

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2012
 
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Wu, Min and Bhowmick, Arin (2012): Task-Centered Context Manager for Customer Relationship Management Systems. In: Proceedings of the Human Factors and Ergonomics Society 2012 Annual Meeting 2012. pp. 516-520.

In the customer relationship management (CRM) environment, agents tend to multitask. But the current CRM systems are not task-centered and therefore hinder the agent's multitasking performance. We proposed the task-centered context manager, which better matches the agent's mental model by focusing on the tasks that an agent is working on. The task-centered context manager automatically creates contexts, each for a separate task. It provides a flexible context switching mechanism for agents to easily go back and forth between tasks. And its priority-driven interface helps agents focus on important tasks. A formative usability evaluation indicated that our task-centered context manager was very well received by participating agents as evidenced by the overall System Usability Scale score of 88.5.

© All rights reserved Wu and Bhowmick and/or Human Factors and Ergonomics Society

 
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Wu, Min, Bhowmick, Arin and Goldberg, Joseph (2012): Adding structured data in unstructured web chat conversation. In: Proceedings of the 2012 ACM Symposium on User Interface Software and Technology 2012. pp. 75-82.

Web chat is becoming the primary customer contact channel in customer relationship management (CRM), and Question/Answer/Lookup (QAL) is the dominant communication pattern in CRM agent-to-customer chat. Text-based web chat for QAL has two main usability problems. Chat transcripts between agents and customers are not tightly integrated into agent-side applications, requiring customer service agents to re-enter customer typed data. Also, sensitive information posted in chat sessions in plain text raises security concerns. The addition of web form widgets to web chat not only solves both of these problems but also adds new usability benefits to QAL. Forms can be defined beforehand or, more flexibly, dynamically composed. Two preliminary user studies were conducted. An agent-side study showed that adding inline forms to web chat decreased overall QAL completion time by 47 percent and increased QAL accuracy by removing all potential human errors. A customer-side study showed that web chat with inline forms is intuitive to customers.

© All rights reserved Wu et al. and/or ACM Press

2010
 
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Wu, Min and Bowles, C. Travis (2010): Principles for applying social navigation to collaborative systems. In: Proceedings of the 2010 Symposium on Computer Human Interaction for the Management of Information Technology 2010. p. 2.

This paper proposes that social navigation can solve many of the challenges facing user experience in collaborative systems. Three key values and three phases of design for social navigation support are identified. The values of social navigation support in collaboration are: discovery of new features; predicting the consequence of certain actions and decisions based on what other people have done previously; and conveying cultural context to meet the expectations of other members of the collaborative space. The phases are: collection of what other people have done; evaluation of consequences about the actions and decisions users can make; and presentation of the appropriate information to help the user with the best decision. The paper outlines how each value can be maximized through design at each phase. Examples are provided to illustrate that social navigation is ready to be integrated into collaboration tools to improve overall usability.

© All rights reserved Wu and Bowles and/or ACM Press

 
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Bowles, C. Travis and Wu, Min (2010): Transparent collaboration: letting users simulate another user's world. In: Proceedings of the 2010 Symposium on Computer Human Interaction for the Management of Information Technology 2010. p. 7.

While trying to learn how to use current collaboration systems, users face many challenges, including difficulty trying out new features and experimenting without their actions affecting other users. This paper proposes an innovative approach to solve these problems by simulating the collaboration system. In this simulated environment, a user can: confirm the effect of certain actions on other people before performing the actions; check what information can be accessed by other users; and interact as another user to see if the user can perform tasks as expected. By simulating the collaboration with more than one person simultaneously, a user can test synchronous communication features using a single account. Integrating this solution into the current collaboration environment will improve the usability of collaboration software, and reduce users' reliance on administrators to support their collaboration interactions.

© All rights reserved Bowles and Wu and/or ACM Press

2006
 
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Wu, Min, Miller, Robert C. and Garfinkel, Simson L. (2006): Do security toolbars actually prevent phishing attacks?. In: Proceedings of ACM CHI 2006 Conference on Human Factors in Computing Systems 2006. pp. 601-610.

Security toolbars in a web browser show security-related information about a website to help users detect phishing attacks. Because the toolbars are designed for humans to use, they should be evaluated for usability -- that is, whether these toolbars really prevent users from being tricked into providing personal information. We conducted two user studies of three security toolbars and other browser security indicators and found them all ineffective at preventing phishing attacks. Even though subjects were asked to pay attention to the toolbar, many failed to look at it; others disregarded or explained away the toolbars' warnings if the content of web pages looked legitimate. We found that many subjects do not understand phishing attacks or realize how sophisticated such attacks can be.

© All rights reserved Wu et al. and/or ACM Press

 
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Wu, Min, Miller, Robert C. and Little, Greg (2006): Web wallet: preventing phishing attacks by revealing user intentions. In: Proceedings of the 2006 Symposium on Usable Privacy and Security 2006. pp. 102-113.

We introduce a new anti-phishing solution, the Web Wallet. The Web Wallet is a browser sidebar which users can use to submit their sensitive information online. It detects phishing attacks by determining where users intend to submit their information and suggests an alternative safe path to their intended site if the current site does not match it. It integrates security questions into the user's workflow so that its protection cannot be ignored by the user. We conducted a user study on the Web Wallet prototype and found that the Web Wallet is a promising approach. In the study, it significantly decreased the

© All rights reserved Wu et al. and/or ACM Press

 
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Changes to this page (author)

23 Nov 2012: Modified
10 Nov 2012: Modified
03 Apr 2012: Modified
03 Apr 2012: Modified
12 May 2008: Modified
19 Jun 2007: Added

Page Information

Page maintainer: The Editorial Team
URL: http://www.interaction-design.org/references/authors/min_wu.html

Publication statistics

Pub. period:2006-2012
Pub. count:6
Number of co-authors:6



Co-authors

Number of publications with 3 favourite co-authors:

Robert C. Miller:2
Arin Bhowmick:2
C. Travis Bowles:2

 

 

Productive colleagues

Min Wu's 3 most productive colleagues in number of publications:

Robert C. Miller:42
Greg Little:15
Simson L. Garfinke..:8
 
 
 

Upcoming Courses

go to course
User-Centred Design - Module 3
72% booked. Starts in 23 days
 
 

Featured chapter

Marc Hassenzahl explains the fascinating concept of User Experience and Experience Design. Commentaries by Don Norman, Eric Reiss, Mark Blythe, and Whitney Hess

User Experience and Experience Design !

 
 

Our Latest Books

 
 
The Social Design of Technical Systems: Building technologies for communities. 2nd Edition
by Brian Whitworth and Adnan Ahmad
start reading
 
 
 
 
Gamification at Work: Designing Engaging Business Software
by Janaki Mythily Kumar and Mario Herger
start reading
 
 
 
 
The Social Design of Technical Systems: Building technologies for communities
by Brian Whitworth and Adnan Ahmad
start reading
 
 
 
 
The Encyclopedia of Human-Computer Interaction, 2nd Ed.
by Mads Soegaard and Rikke Friis Dam
start reading