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Case Studies
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Desktop Registration Application

The healthcare system utilized an outdated system to record patient responses to questions concerning their eligibility of government health care coverage.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
  • Worn, torn and stained hard-copy of system questions and instructions.
  • DOS-based linear system.
  • System/instructions written in a language unfamiliar to data-entry clerks and patients.
  • Unfair burden on data-entry clerks to determine Medicare as secondary payor.
  • Data-entry clerks burdened to think in an unnatural process (secondary vs. primary).
  • System did not support "undo" technology.
  • Inconsistent and undefined abbreviations.
  • Unusual spacing and excessive white space in hardcopy verson of instructions.

Recommendations/Solution
  • Implement an adaptive, Windows-based system.
  • Relieve data-entry clerks of the burden to decide if Medicare is a payor.
  • Present only relevant questions.
  • Write questions in lay-language.
  • Eliminate hard copy instructions.
  • Create automated audit trail.

  • .

Web Convergence

Telecom 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Outdated email application.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
  • 82% of customer complaints were issues previously identified by user experience professionals.
  • Lost digital property 
  • Overwhelming content.
  • Inconsistent date/time stamped data.
  • Unsolicited email notifications.
  • Loss of expected functionality (drag/drop, right-click, message preview).
  • Increased cost (application redesign after product release).

Loyalty Program Registration

Oil & 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
  • 73.2% of registrants indicated they drove an average of 300 miles per week.
  • The application used a drop-down list with 300 miles as the default option.
  • The mileage drop-down list contained > 10 mileage options with specific values (e.g. 100, 200, 300); no in-between values available in list.

Recommendations/Solution
  • Convert field type from drop-down list to radio buttons.
  • Present range of options (i.e. 0-153, 154-300)

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
  • Application language did not fit language of field users.
  • Work environment not conducive to laptop or desktop computers when on construction site (space, power limitations).
  • Field users operating out of their vehicles (pick-up trucks).
  • Application too clunky for field users.

Recommendations
  • Install a downloadable client to tablet-type or handheld devise such as carrier service model
  • Streamline input fields (reduce number of fields, reduce field labels and commands to one- or two words.

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
  • Possible implied exclusivity
  • Implication goes against tenet

Research
  • Competitive Intelligence
  • Review of census information
  • Review of existing religious practices research.

Findings
  • Staff information overwhelming with images.
  • Staff images photographed in black/while.
  • Images online and on-site possibly representing superiority.
  • Use of insider language

Recommendations
  • Reduce the number of staff images
  • Replace b/w images with color images.
  • Demonstrate humbleness.
  • Use outsider language
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