Ethnographic research to evaluate actual user behavior in their natural environment for performing the task.
REI is a leading outdoor gear and apparel retailer. Their stores have been a great example of brand alignment with a unique and exceptional customer experience. CSS was engaged with REI on numerous engagements to improve usability and the overall user experience for the warehousing and inventory control systems. We were also engaged to help on in-store application designs for new employee training and merchandise returns. This work involved contextual inquiry of work environments and improving existing user interface solutions. To help spread user experience knowledge throughout REI we were engaged to offer several on-site training seminars focused specifically on the needs and challenges facing the REI development team.