Ethnographically-informed systems design for air traffic control
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Towards On-Line Services Based on a Holistic Analysis of Human Activities
Proceedings of the 2005 conference on Towards the Learning Grid: Advances in Human Learning Services
Blowtooth: pervasive gaming in unique and challenging environments
CHI '10 Extended Abstracts on Human Factors in Computing Systems
Towards on-line services based on a holistic analysis of human activities
ELeGI'05 Proceedings of the 1st international ELeGI conference on Advanced Technology for Enhanced Learning
Blowtooth: a provocative pervasive game for smuggling virtual drugs through real airport security
Personal and Ubiquitous Computing
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Air travel has become overwhelmingly complex, problematic, and fatiguing for customers while providing new operational challenges for airlines. These challenges raise an interesting question for researchers: How can we help improve airline operations reliability? In offering possible answers, the authors emphasize the need to consider the customer as participant, following the human-centered computing (HCC) model. Their study applied ethnographic methods to understand the airline system domain and the nature of airline delays, and it revealed the deficiencies of the airline production system model of operations. Using ethnographic methods in HCC design helps researchers analyze customer trajectories across airline work groups and design new technologies and organizational structures to better support both customers and employees.