User Experience Prototyping

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.

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.

Hershey needed to leverage their 'Big Data' with an executive dashboard to provide Business Intelligence for the executives.  CSS provided UX Strategy, design and consulting for an enterprise Business Intelligence Executive dashboard used to drive key strategy decisions within this global brand.

Intersystems is leading provider of the Enterprise Database "Cache".  A key component of adoption is for this type of product exists around the ability for the customer to easily install and configure the system for their organization.  CSS was engaged to help improve the usability of the software and lead a design effort for a new installation and configuration solution to streamline the setup process for new customers.

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.

Land's End has long been know for delivering quality products and really focusing on extreme customer satisfaction.  To help achieve these goals, CSS was engaged over a number of years to provide training and UX design services for their call center applications and various internal inventory and Human Resource management applications.  Over the years we worked with Land's End to establish a core of "UX Best Practices" and helped them distribute these throughout the company with our Enterprise Standards Portal - GUIguide.

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.

McData (Formerly Connex) was one of the first multi-platform enterprise SAN solutions.   Adoption of their highly regarded UX has driven market growth and revenue.  CSS was brought in early in the concept phase to create a UX strategy for presenting and managing very complex SAN topologies for enterprise storage systems. In addition to leading the design and layout of the solution, we also lead the information architecture and provided visual asset design service for icons and graphics as needed to help with the build and launch of the software.