Rapid Reviews

Progressive Insurance has been a customer experience leader in the property and casualty insurance market for many years.  CSS has worked with Progressive since 1994 and assisted in the design of numerous internal and customer facing websites and applications.  Our work involved detailed UX design for their call center customer service systems, claims systems, agent systems and underwriting risk assessment systems.   Our training on usability and user experience over a period of more than 12 years helped solidify a robust usability practice and strong alignment of User Experience across the various business units. We also assisted in the establishment of a formal usability practice with internal usability testing labs. This knowledge was then shared across the corporation with GUIguide  our enterprise best practices usability portal.

Tyco Connectivity is the world's largest supplier of passive electronic devices.  Their parts are found in nearly every automobile and cell phone in addition to thousands of other products that touch our lives daily.  To drive business and market share expansion, Tyco engaged CSS on several global E-business initiatives over a multi-year timespan to improve the usability of their systems.   Our work involved improving multiple internal and partner facing applications deployed globally that integrated with Oracle and SAP.   In addition we provided UX strategy and innovation in how Tyco allowed global customer to find products, order samples and place orders.   Our work then extended to improving the corporate website and involved integration of 52 sub-brands under the Tyco label.

Netapp is one of the world's leading providers of enterprise storage solutions.  To fuel their global expansion they initiated a business transformational project within the company to focus on ease of doing business within their customers and their multi-tier distribution channel.  We were selected as the vendor of choice to provide User Experience strategy, consulting and design for the project.   The project spanned several years, was the largest project in NetApp's history with over 250 people.  Our team provided overall UX direction, research, design and detailed specifications for the development and deployment of NetApp's quote to cash Oracle R12 applications and seamless integration of these applications within Salesforce.com.   Our team worked closely with Process Architects to visualize the business requirements with interactive prototypes and deliver detailed UX specifications to the functional, technical and QA teams.  Our team served the critical role of created UX deliverable that were key to assuring the business requirements were translated into a usable design that was implemented by technology teams.    The project was successfully implemented globally across NetApp's internal sales teams (QuoteEdge),  partners (PartnerEdge) and multi-tier sales channels and has helped continue to fuel sales growth and global market expansion.

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.

ABN AMRO is a leading financial services firm based in Europe with operations in the USA. They engaged CSS to help design and test a major online initiative to sell Mortgages (Purchase and Refinance) through their Mortgage.com website.  The legacy back-end loan origination and approval system was very cumbersome and our goal was to shield the user from this with a modern, efficient user interface.   We worked with the Mortgage.com team to fully understand the legacy system and it's limitations.   We then created a UX design and interactive prototype to simulate how a new solution would work and validated this design with key business stakeholders.  Once approved, we performed formal usability testing and refined the prototype to deliver an optimal user experience for applying and getting approved for a home loan.  Mortgage.com was launched with great success and eventually acquired by Citicorp to grow their online mortgage business.

Chicago Title Insurance is a leading provider of title insurance within the USA.   CSS was engaged to improve the productivity and usability of the software they provide to Title Agents in their offices throughout the USA.   Our work involved greatly simplifying the number of screens required to process a title package and providing quick summary views for easy navigation.  In addition we provided User Experience training to various teams within the company to build internal expertise for future application design initiatives.

ADP is a leading provider of HR and Payroll Services to Global 2000 firms.   We are asked to evaluate and provide UX recommendations on the improving the UX for various internal applications utilized by ADP and their customers.   In addition we provided on-site training and UX mentoring for the team to help solidify UX Best Practices and expertise within ADP.

Experian is one of the world's leading providers of Credit and Demographics data to companies and individuals.   In an effort to grow the business to business sector,   Experian engaged us for UX Consulting on a new application that would revolutionize access to business for critical customer information.  We worked with Experian to define an improved user experience and reduce the effort on business to utilize this new service.

Our consultants have worked on over 300 interface design projects for Global 2000 companies and software vendors.Our range of expertise includes software design for insurance, banking, financial services, manufacturing, logistics, government, retail, healthcare, software, technology, utilities and consumer web product companies.   Due to NDA and client confidentiality around most of our projects,  we do not share detailed work products on this or any other public websites.