ABSTRACT
The usability of the interfaces to IT systems used by customer facing staff (CSRs) has been identified by Telstra as a key factor in providing high quality customer service. One component of Telstra’s usability strategy is to provide a consistent look and feel for CSRs through the use of corporate user interface (UI) design standards based on human factors principles. A number of the systems used by CSRs are ‘mission critical’ and consequently face intense pressure on their development process. Current approaches used by corporate usability specialists in Telstra to facilitate the implementation of UI design standards are discussed in the context of a case study of implementing Ul design standards for one such system. The challenges to implementing UI design standards for this type of system are identified and an alternative strategy based on modifying the UI development tools is presented and evaluated.
