Services

Bell Canada is the leading telecom provider in Canada.  The company embarked on an initiative to improve overall customer satisfaction in their call centers and physical stores.   CSS was engaged to help improve the user experience in these critical areas.   We performed contextual inquiry research in various call centers and identified key friction points to address with the call center software design.   Working with the teams at Bell Canada we developed a UX strategy and design concepts that eventually evolved into a working prototype.  This prototype was then usability tested and revised based on user feedback and hand-off to the development team.

DirecTV is a leading Satellite provider of consumer entertainment.   To support growth in this dynamic industry,  DirecTV needed to improve the user experience of the call center applications and consumer facing applications.  CSS was brought in to provide UI Design and training for the call center  and consumer facing application and provided UI consulting to reduce call time and improve overall consumer satisfaction.

Accenture had a goal at improving usability and tax professional productivity with their enterprise corporate tax software.  We worked with Accenture to provide an improved user experience and innovative forms management capability.  Team mentoring was a component of the engagement where we trained the development and business analysts teams on best practices for usability.  The software (LaCerte) became a market leader for CPA firms and was eventually acquired by Intuit.

KPMG engaged us to work on several critical internal applications that enabled them to assess how best to provide their global services to new client engagements.   In addition we were engaged to help with information architecture and design for their global corporate intranet.   These projects allowed improved communication for the  global workforce and improved corporate strategy for new client acquisition.

MD Buyline is  primary supplier of Medical Equipment Information and Knowledge to hospitals and care facilities.   As they grew their knowledge repository it became increasingly difficult for clients to find key information quickly and easily.  CSS was engaged to improve the usability and overall User Experience for the MD Buyline software products.  Our team conducted a rapid review followed by in-depth consulting  and designs targeted at an improved user experience.   We then validated the designs with formal usability testing in our lab and worked with MD Buyline developers to implement a design that helped them grow market share and overall profitability.

Spirent is a leading technology supplier for enterprise network testing software.  Their soft is used by the world's largest ISP's to assure Quality of Service and high reliability.  CSS has us to review their applications and help improve the usability.  We provided  UX Strategy, designs and standards for the key network testing applications the sell to clients.   In addition we provided on-site team mentoring so their global IT staff had a better understanding of usability and how specifically they could apply the principles of user centered design to their applications.

Sybase is a world leader in high-availability distributed enterprise database technology.   CSS was brought in to improve the usability of Sybase Replication Server - a core product driving a higher percentage of revenue for the company.   Replication server is used by the world's leading financial and service organizations to run extremely high volume environments like the world's major Stock Exchanges.   We worked alongside the engineers to identify solutions that would simplify the management overhead associated with Replication Server while maintaining quick and efficient user interfaces for seasoned Replication DBA's.   These changes allowed Sybase to enter new markets and reduce the TCO for clients adopting their Replication technology.

Unisys is global information technology leader.   The company made a transition in training around user experience to focus their internal QA, Business Analysts and Technical Writing teams  on helping deliver more usable solutions.  CSS was engaged to help guide this transition with both on-site and on-demand training.   In addition, we collaborated with Unisys on a professional video where we shared key UX insights and provided training to employees through the Unisys global TV network.

Blue Cross needed help improving the productivity and reducing call times in their call center while maintaining a high customer satisfaction level.  CSS worked led the a redesign effort to dramatically reduce the number of screens needed to answer most customer calls and improve call center productivity.  The success of this application led to additional projects where we improved call center productivity for claims processing and customer inquiries.   Blue Cross also worked with CSS to train a large their developers and business analysts on the principles of Usability through our on-site seminars.