Human Interactions

Human Computer Interaction is a new area of research at Xerox that seeks to throw light on diverse technological concepts and models in the field of applied human computation research. As the company expands into new areas of work, geographies, and rapidly-changing technology interfaces, Human Computer Interaction is an emerging and significant area of research. The human interaction lab studies people and their use of technology at work and everyday utilities.
The research lab aims to improve the methods of studying person-to-person interactions in service systems, work routines and other broader areas of human interaction. These interactions help structure and empower the workplace, motivate employees, improve customer relationships, and maximize performance and profitability.
At the India research centre, the human interaction lab builds research competencies in pivotal areas such as accessible education, health and banking etc., to advance and incorporate a leading-edge business vision. The research lab focusses on core and applied human computation research to solve challenging tasks that have high business impact and significant scientific value.

Project Themes

The term “Consumer-Centric Healthcare” coins a methodology to place a consumer’s need & experiences and approach, design and deliver relevant healthcare solutions. Most of the present day health-care technologies focus on boosting user’s decision-making process on health by prescriptive recommendations and persuasion. While there has been significant research addressing to technical aspects of such platforms, there has been lesser reporting on how human factors and user experience play a vital role in Consumer-Centric Healthcare- at large.

At XRCI, we aim to explore the CCHC project along following HCI & Ethnographic Research Paradigm (not limited to)
(i) Mobile Health – Developing novel solution on mobile devices to provide a non-intrusive channel for health communication and seamless health monitoring. The also includes health solutions for resource constraint mobile phone users in developing regions.
(ii) Wearables, Sensing and Ubiquitous technologies – Precise lifestyle sensing to infer user’s context, physiological attributes and health Data, using analytical capabilities to predict the current health status and provide meaningful and timely recommendations to the users.
(iii) Health information exchange and Social factors – Conducting deep ethnographic research to explore the role of socio-cultural factors, trust, mediation, technology as actors in the context of health ecosystem. Finding valuable insights investigating how these factors could be aggregated as design implications for technological system.

This is an exploratory research project studying new and evolving retail shopping practices both in the real and virtual settings. Adopting ethnographic research methodologies we explore situated and online shopping experiences to design a framework to understand shopping behaviours of urban Indians.

While coding our ethnographic data from field and online research, we take into account a number of Social, behavioural and interactional aspects of the experience to develop a set of parameters guiding the creation of shopper personas. We aim to develop a depth understanding of shopping personas and scenarios in India’s current retail scenario to assist in building technologies for a more informed, personalized and optimal shopping experiences

This research project purports to investigate and develop context-based learnings in building an urban mobility solution suitable for Indian commuters. Using ethnographic methods we attempt to be inclusive of the types and range of users and a spectrum of transport options without losing sight of deep and situated learnings. With a strong focus on the young IT crowd who form the major commuting traffic in Bangalore, we plan to include broader categories of work commutes [for example workers in SME],leisure commuters, non-work related everyday commutes and outliers such as week end planners and the more sporadic commuters. We plan to build a diverse set of socio-economic metrics influencing commuting choices, modes of transport and behaviours and align them with user personas and the role of technology in the choices commuters make.

Customer Experience Dashboard aims to deliver a real-time Data to Call Centre Support executives. Borrowing concepts from theory of Data Visualisation and Interaction Design, the proposed design addresses number of considerations and enable the decision making process for the supervisors real-time and meaningful. There has been significant research addressing to technical aspects of such platforms, however, there has been lesser reporting on how human factors and user experience play a vital role in real-time visualisation systems.

This research project tries to address and cater the design intervention in this space. There are several challenges faced in building such CX Platform with capabilities of presenting the real-time data to monitor live chats. A practical challenge is the choice of control paradigm, or precisely, interaction design, information architecture and data visualisation for usability. Another important challenge is correct representation of “feature” level information to reflect the present state of the system. Others are simultaneous tracking of an individual as a well as collective chats, and comparison of the ongoing chat with the cumulative history of similar chats. While this work focuses on one specific context, it may leave audience with intriguing insights about efficacy of such real-time visualisation systems.

CityZen is an interactive platform assisting residents in performing scalable and cost-effective city management tasks through novel context-based and differentiated incentive management schemes. The platform attempts to bridge the gap between citizens and lawmakers through discussion, idea sharing and improving proactive participation.The system relies on the concept of Information design, information visualization and information architecture and acts as a key link to filter crowd sourced information into a referable format and enable real time data transfer into citizens and vice versa.

Awareness of dynamic events in a city (e.g., traffic congestion, traffic accidents, potholes etc.) is critical to various key stakeholders such as city governments, town planning departments, law enforcement departments, city residents etc. Given the ever-increasing popularity and prevalence of mobile devices (and their associated sensors), residents can report various city-related events via their mobile apps, thereby enabling stakeholders to collect rich context-aware event data. However, residents need to be incentivized based on their level of involvement towards such event reporting.

Resident involvement in city management enables the incorporation of human judgment to provide context-aware, accurate, timely and cost-effective reporting of events (e.g., potholes, broken pavements, traffic congestion), thereby potentially complementing automated/semi-automated event reporting from sensors, cameras etc. However, success of any such initiative largely depends upon both the quality as well as the quantity of resident participation. We envision CityZen to address the above issues in providing a seamless and pervasive platform for citizens to participate, act upon and reform civic issues in urban habitats.