Strategic design consulting to establish overall look and feel of a product
Aruba is a leading provider of Wireless Network technology. They engaged CSS to improve the usability of their management, setup and configuration tools. By working closely with Aruba product managers, CSS was able to identify key areas for improvement and help design an easier to user network administration console.
The State of Hawaii engaged CSS to help promote more usable applications within the state government offices. Our work involved customized training for their IT staff on implementing a solid User Experience practice into their existing software methodology. We also focused on specific user experience training and user interface design guidelines to implement within their applications.
Brunei is a sultanate on the island of Borneo and has been a long-time ally of the United States. As part of an E-Government initiative, CSS was engaged to provide localized User Experience training for the IT staff responsible for public facing websites. In addition, we provided specific UX mentoring and design assistance on various internal and external websites to support departments affected by the the E-Government initiative.
The Naval Warfare Group engaged CSS for help with improving the Usability and overall User Experience for several internal personnel and logistics systems used to manage the US Naval aircraft fleet. In addition, we provided customized usability training to help promote key UX disciplines within the organization.
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.
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.
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.
McAfee is a leader in Enterprise Security software. As part of their growth strategy they engaged CSS to work with between their heads of Product Management and the IT staff to improve the usability of their enterprise IDS (Intrusion Detection Systems). CSS performed a Rapid Review of their existing software and then devised a UX strategy and design for improving the usability of installation, setup and maintenance of these complex security solutions.
Intel is a world leader in semiconductor technology. CSS has worked with Intel over a number of years on various projects to improve the usability of internal applications focused on QA testing and manufacturing process control. In addition we have provided user experience training and design standards as part of Intel University to their global technology teams.
Hewlett Packard is a global technology leader with strong emphasis on quality and usability. HP has engaged CSS on a number of engagements spanning several years to help with large scale complex application design. One major project we were asked to lead the UI design for a global inventory planning and forecasting system (Project Fulcrum). We brought in SME's (Subject Matter Experts) from HP business groups around the world and held intense UX design sessions to gain a team consensus on how to distribute inventory planning to the various regions and countries. The new new Global Planning system design was then prototyped for Senior Management and eventually deployed throughout HP. In addition to UX leadership on HP's enterprise systems, CSS has provided numerous training sessions on usability and user experience design.
Phillips Petroleum is one of the Global leaders in Oil and Gas exploration and and production. CSS worked with Phillips over a number of years on a variety of internal applications ranging from Mobile oil field applications to internal asset management and global production forecasting applications. In addition to our usability mentoring with internal applications, we also provide in-house training and mobile user interface design standards to support the adoption of usability and user experience within the corporation.
Our work with United Space Alliance for NASA includes helping improve user performance and effectiveness of the operational launch systems for the Space Shuttle launch control systems. In addition we provided Usability and User Experience training for the technical teams at the Kennedy Space Center.
GMAC Insurance made a major push into expanding their Auto Insurance business and called on CSS to help with this effort. Our team helped GMAC understand the unique needs of an online Quoting application for their demographic market and developed a UX strategy to guide the team toward a successful launch of their quoting website. We worked with a business process team to visualize the requirements and created wireframes and a working prototype as input into the functional and technical design process. Our team performed contextual inquiry and user studies in their call centers and field offices. Finally, we validated the design with usability testing and direct user feedback.
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.
Boeing engaged CSS to help with several complex User Experience challenges with their F15 - Fighter Aircraft flight trainers and their Apache Long-bow helicopter maintenance systems. These engagements involved field research with pilots and maintenance crews to best understand how to improve user performance with these critical defense systems. We also were engaged to improve the usability of a global document management system for the maintenance of Boeing aircraft.
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.
The Mayo Clinic is world renown for leading edge medical research and treatment. Creating highly usable and effective medical solutions for their organization is critical for success. CSS has been engaged on numerous engagements with Mayo to help with improving usability of internal software solutions. In addition CSS provided Usability training and assisted Mayo Clinic in the adoption and rollout of of enterprise user interface design standards using our GUIguide usability standards portal.
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.
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.
Bank of America engaged CSS to improve the user experience for its customers who visit retail branches. They were about to invest millions of dollars in a new training system and asked our team to validate the strategy. CSS performed contextual inquiry research in various areas of the USA to gain a deeper understanding of how branch employees learned and how best to improve their overall performance. This research was then rolled into a new design for branch software and training materials to improve branch staff competency and the overall customer experience for bank customers.
Aerospace, Financial, Government, Healthcare, Insurance, Manufacturing, Retail, Services, Technology, Utilitiessaikat
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.