Changes to architectural projects can be seen as an ongoing process from design concept to use. This paper analyses a particular phase of an architectural project, the start-up, which is characterized by the initial occupation of a workplace by users and the start-up of services. This paper aims to show that the experiences in this phase are unique and may make specific contributions to the design process. Analysis during the start-up phase may reveal experiences and users'needs that have not been met by designers, as well as inadequacies in the newly built space. This paper presents the results of a case study carried out in a sector of a hospital dedicated to patients with HIV. The analysis of the start-up of this newly constructed centre was performed using two methodologies: Post-Occupancy Evaluation and Ergonomic Work Analysis. The results suggest that ergonomic interventions in projects should encompass the start-up phase.

O objetivo deste artigo é duplo. No âmbito teórico, apresenta a noção de modos operatórios singulares e diferenciados desenvolvidos no setor de telea tendimento; no âmbito metodológico, busca apresentar o valor da entrevista de autoconfrontação no estudo da atividade de trabalho. Inicialmente, são apresentados os métodos e os procedimentos utilizados para analisar a atividade em um serviço de atendimento às situações de emergências urbanas e, em seguida, é descrito o funcionamento do contexto produtivo estudado. Os trechos de diálogos de dez casos observados em situação foram autoconfrontados, permitindo aos autores a apresentação do desenrolar particular de cada atendimento dirigido pelo operador. Finalmente, discute-se a influência das diferenças interindividuais na atividade de teleatendimento e nos possíveis danos à saúde dos operadores.

This article is double aimed. At theoretical level, it introduces the idea of particular and distinguished operational modes; at methodological level, it presents the relevance of self-confrontation interviews when studying work practices. It starts introducing methods and procedures used to analyze an urban emergency call center practice; then, it describes how the specific production context under study operates. The dialogue fragments of ten observed subjects were self-confronted giving the authors the opportunity to present the singular development of each telemarketing service performed by each operator. Finally, the article discusses both the degree to which inter-individual differences influence telemarketing practices, and the possible damage caused to operators’ health.