Case Studies
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Desktop Registration ApplicationThe healthcare system utilized an outdated system to record patient responses to questions concerning their eligibility of government health care coverage. The system in use was developed without the benefit of a user experience professional. As a result, the healthcare system incurred millions of dollars in law suits and additional costs to completely redesign the system.
Problem Frequent mis-classification of Medicare as primary payor. Effect Millions of dollars lost in law suits Research Stakeholder interviews, heuristic evaluation, cognitive walkthrough, review of historical data records, persona development. Findings
Recommendations/Solution
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Web ConvergenceTelecom stakeholders did not recognize the benefit of usability research/best practices and introduced a new system that was drastically different from anything the customers had experienced prior.
Problem Outdated email application. Effect The new design resulted in increased calls to help desk, dissatisfied customers, cancellation of service, threats of law suits. Research Focus group studies, usability lab studies, heuristic evaluation, review of daily customer feedback. Results
Loyalty Program RegistrationOil & Gas stakeholders noticed conflicting information submitted in loyalty program registration.
Problem Customers registering for the loyalty program were entering conflicting information with respect to miles driven per week and fuel usage. Effect Erroneous data collected Research A walk through the registration process, review data logs Findings
Recommendations/Solution
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Online Collaboration
Home construction company unable to efficiently and effectively communicate status information between corporate office groups and onsite groups.
Problem Untimely status reporting. Effect Missed project deadlines; out-of-date status information, out-of-sync project schedules; additional project costs Research Review of project tools (e.g., computers, phones,). Review of user types (e.g., location, environment, titles, education/ training) Findings
Recommendations
A Like-Me Emotional Connection
A non-profit organization notices their following is demographically dominant.
Problem On-site member and visitor groups are largely made up of a single demographic group. Effect
Research
Findings
Recommendations
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