Psychologist Dr Melanie Polkosky, who is senior VP of customer experience at Sweepr, reflects on her career path to date.
One of the major value propositions of Sweepr’s intelligent self-service platform is its delivery of self-service support customized for users.
Women in Science, Technology, Engineering and Match (STEM) are much like truffles: the unique and precious result of many variables converging in a single person. Like truffles, a STEM woman’s value may not be superficially obvious. She can be destroyed by an environment that disregards her unique, subtle but perishable characteristics. But, in the hands of a masterful chef, the truffle is treated like the treasure it is, a star of the finest cuisine in the world.
After 3 weeks of working 10-15 hour days and meeting with literally hundreds of stakeholders across Belfast, my team proposed a new way of making decisions and measuring outcomes: we described the process, collaboration and technology changes that would lead to better city services and quality of life for all residents.
I quickly marched through the introduction to our project, method and the CSR strategy we had developed jointly with department representatives of the Municipality. As I talked, the senior Emirati nodded occasionally with a relaxed face as he listened, his dark eyes intense.
Our initial experiments documented the reliability, validity, sensitivity, and factor structure of the Mean Opinion Scale and used psychometric principles to revise and improve the scale. This work resulted in the MOS-Revised (MOS-R).
Project after project, were running into the same people, all with different job titles, control issues, and motivations. Knowing what makes them tick means we can use specific strategies to help us become more successful. Creating a VUI design is only the beginning of our work.
Using a theoretical foundation derived from research in social cognition, interpersonal communication, psycholinguistics, human factors, and services marketing, two studies develop items for a speech interface usability scale, which is then used to examine interrelationships among individual differences (e.g., self-monitoring, need for interaction with a service provider, inherent novelty seeking), usability, comfort, and customer satisfaction).
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