Brittany Andersen
Papers
1
Total Citations
10
H-Index
1
About
Brittany Andersen’s research lies at the intersection of human-computer interaction, user agency, and the social dynamics of automated systems. Her most-cited work, "Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities" (2018), explores how individuals navigate and assert control when interacting with robot-like customer service interfaces. Through a mixed-methods approach—combining three focus groups and 50 in-depth interviews conducted in summer 2015—Andersen uncovered critical insights into user frustration, adaptation strategies, and the psychological impact of mediated service encounters. This study, with 10 citations, has informed subsequent work on user empowerment in automated environments. Andersen’s contributions are particularly notable for their human-centered perspective, challenging designers to consider the emotional and practical toll of IVR systems. Her research has implications for improving accessibility and user satisfaction in digital service design, making her a thoughtful voice in the ongoing conversation about technology and personal agency.
Research Focus
Key Achievements
Top Papers
- 1