People,Places and Potentialities in Design – Research Tools to Examine Challenges in Behind-the-Counter Work

Abstract

This paper describes the use of research tools that examined challenges of American older adults involved in behind-the-counter (BhC) work. The study investigated human-environment interactions in BhC Workspaces and learned about environmental fit or how the capacity of a person combines with environmental demands to determine performance in a given situation. Three sequential research tools trace study, marginal participant observation and user interviews, were employed to evaluate four types of BhC workspaces—library circulation counter, hotel check-in counter, airport check-in counter and office reception counter. The interdependent, sequential cycle of adoption of these tools offered important means to learn about worker needs in BhC work, identify environmental problems and develop inclusive design solutions that offer safety, prevent injury, and prolong work-life. The multi-pronged approach helped develop information about BhC work and confirm interdependent methods.

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