Aim/Purpose In this work, the authors propose an augmented model for human-centered Unified Communications & Collaboration (UC&C) product design and evalua-tion, which is supported by previous theoretical work. Background Although the goal of implementing UC&C in an organization is to promote and mediate group dynamics, increasing overall productivity and collaboration; it does not seem to provide a solution for effective communication. It is clear that there is still a lack of consideration for human communication processes in the development of such products. Methodology This paper is sustained by existing research to propose and test the application of an augmented model capable of supporting the design, development and evaluation of UC&C services that can be driven by the human communication process. To test the application of the augmented model in UC&C service de-velopment, a proof-of-concept mobile prototype was elaborated upon and eval-uated, making use of User Experience (UX) and user-centred methods and techniques. A total of nine testing sessions were carried out in an organizational communication setup and recorded with eye tracking technology. Contribution The authors argue that UC&C services should look at the user’s (human) natu-ral processes to improve effective infocommunication and thus enhance collab-oration. Authors believe this augmented version of the model will pave the way improving the research and development of useful and practical infocommuni-cation products, capable of truly serving users’ needs. Findings On evaluation of the prototype, qualitative data analysis uncovered structural problems in the proposed prototype which hindered the augmented model’s el-ements and subsequently, the user experience. Five out of eighteen identified in-teraction issues are highlighted in this paper to demonstrate the proposed aug-mented model’s validity, applied in UC&C services evaluation. Recommendations for Practitioners Considering and respecting the user’s natural communication processes, practi-tioners should be able to propose and develop innovative solutions that truly enable and empower effective organizational collaboration. UC&C functionali-ties should be designed, taking the augmented model’s proposed elements and their pertinence in representing the human interpersonal communication phe-nomena into consideration, namely: Social Presence; Immediacy of Communi-cation; Concurrency and Synchronicity. Recommendations for Researchers This paper intends to demonstrate that the adoption and use of UTAUT tech-nology characteristics, in conjunction with Synchronicity proposition, can be considered as a reference for human-centric design and the evaluation of UC&C systems. Impact on Society To highlight the need to develop further research on this important topic of hu-man collaboration mediated by technology inside organizations. Future Research This research focused its attention on communication functionalities. However, collaboration can potentially be affected by other services that may be included in a UC&C system, such as scheduling, meetings or task management. Future research could consider employing this augmented model to evaluate such sys-tems or proof-of-concept prototypes. © 2021 Informing Science Institute. All rights reserved.
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