Designing Motivational User Interfaces

Motivational User Interfaces (MUIs) fuse §motivational and persuasive psychology with user §interface design. MUIs were developed specifically §for call centres, an industry which suffers high §levels of employee burnout and churn. They were §designed to reflect the balance between effect §(delivering service) and affect (managing emotion). §MUIs were designed using a framework of motivators §taken from both psychology and user needs. This §included capturing what motivates users in their job §and why they choose to use technologies. §This book describes the evolution of the MUI through §three case studies. The first MUI was developed as a §concept demonstrator for a telecommunications call §centre. The second was created for a high street §bank as a design specification for their future call §centre vision. The third addressed problems with §technology acceptance of a knowledge management §system in a telecommunications call centre and §illustrated how design could be used to help §increase levels of technology acceptance. These §designs demonstrated how MUIs could be used to help §motivate call centre advisors and increase §technology acceptance.