Insights & Learning

HCD Highlights: Improving User, Customer and Employee Experiences

(Soon to be converted to Case Studies)

• Turned "completely unusable" into "this is awesome" by meeting with stakeholders and convincing them to let us talk directly to end users. We learned what users wanted and why before turning improved requirements into easy-to-use screens.
• Reduced time on task by 405% by finding where people got stuck, capturing baseline metrics, building a prototype, testing with end users, and then improving the design based on feedback and what we observed.
• Increased adoption from 10% to 97% by interviewing stakeholders and end users, then co-designing solutions that met both stakeholder goals and real user needs.
• Created exciting, game-changing results by building self-contained, interactive HTML dashboards and reports instead of typical, restrictive PowerPoint presentations—so non-technical stakeholders could easily update the data themselves and the people receiving the reports were actually impressed.
• Improved the user experience with "floating" tutorials by putting written and/or video instructions inside the same window as the website or app, so users don't have to switch tabs back and forth.