User Experience Strategy

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.

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.