GREGORY WAYNE LIDDELL
Pilots at Salton Dr, Austin, TX
License number
Texas A5081754
Issued Date
Jul 2015
Expiration Date
Jul 2017
Category
Airmen
Type
Authorized Aircraft Instructor
Address
Address
6001 Salton Dr, Austin, TX 78759
Professional information
Interface And Method Of Designing An Interface
US Patent:
6778643, Aug 17, 2004
Filed:
Mar 21, 2000
Appl. No.:
09/532038
Inventors:
Robert R. Bushey - Austin TX
Gregory W. Liddell - Austin TX
John M. Martin - Austin TX
Theodore Pasquale - Austin TX
Gregory W. Liddell - Austin TX
John M. Martin - Austin TX
Theodore Pasquale - Austin TX
Assignee:
SBC Technology Resources, Inc. - Austin TX
International Classification:
H04M 1100
US Classification:
379 8818, 37911206, 379133, 37926501, 705 10
Abstract:
A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the users task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
Customer-Centric Interface And Method Of Designing An Interface
US Patent:
7907719, Mar 15, 2011
Filed:
Aug 21, 2006
Appl. No.:
11/506790
Inventors:
Robert R. Bushey - Austin TX, US
Gregory W. Liddell - Austin TX, US
John M. Martin - Austin TX, US
Theodore Pasquale - Austin TX, US
Gregory W. Liddell - Austin TX, US
John M. Martin - Austin TX, US
Theodore Pasquale - Austin TX, US
Assignee:
AT&T Labs, Inc. - Austin TX
International Classification:
H04M 3/00
US Classification:
37926501, 37926607, 379 8816, 37911206, 379133, 715810, 715811, 705 10
Abstract:
A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
Method Of Designing A Telecommunications Call Center Interface
US Patent:
7076049, Jul 11, 2006
Filed:
Jul 2, 2004
Appl. No.:
10/882183
Inventors:
Robert R. Bushey - Austin TX, US
Gregory W. Liddell - Austin TX, US
John M. Martin - Austin TX, US
Theodore Pasquale - Austin TX, US
Gregory W. Liddell - Austin TX, US
John M. Martin - Austin TX, US
Theodore Pasquale - Austin TX, US
Assignee:
SBC Technology Resources, Inc. - Austin TX
International Classification:
H04M 3/00
US Classification:
37926501, 37926607
Abstract:
A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.