A driving motivation for my research has been – and still is - to make the communication between humans and computers as natural and convenient as possible.
I have therefore devoted my research to new human-machine interfaces, especially to speech-based and multimodal interfaces. These interfaces make many services more accessible and easier to use for normal able-bodied users as well as disabled people, they open for new services and can save costs by automating manual services.
In the last few years I have worked with a wide range of usability issues in Telenor, focusing on multi-channel customer experience.
In this context I have contributed in the development of a framework for service design called Customer Journey Mapping. I am currently working with service design and service innovation with special focus on multi-channel customer experience.
•Kvale, K. and Warakagoda, N.D. (2010). “Multimodal Interfaces to Mobile Terminals – A Design-For-All Approach”, In: User Interfaces, Rita Matrai (Ed.), pp. 207-228, ISBN: 978-953-307-084-1, INTECH,
•Kvale, K. and Warakagoda, N.D. (2008). "Speech centric multimodal interfaces for disabled users", In: Technology and Disability, Special Issue: Electronic speech processing for persons with disabilities. AAATE (Association for the advancement of Assistive Technology in Europe). IOS Press Amsterdam, Washington, DC, Tokyo, Volume 20, No. 2, 2008. pp. 87-95, ISSN 1055-4181
•Kvale, K. and Halvorsrud, R. (2008). “How do the elderly talk to a natural language call routing system?” In: Proceedings of INTERSPEECH 2008, the 9th Annual Conference of the International Speech Communication Association, pp. 530-533, Brisbane, Australia, 22-26 September 2008.