Activity

Benefit

User / business needs analysis & strategy

• Understand the needs, actual usage & perceptions of your customers.
  
• Gain clear observations of aspects of your services they like, do not like, find frustrating and where you need to focus to retain & grow customers
  
• Understand how your services compare to local & overseas competitor offerings…
  
• Develop strategic plans & initiatives focused on customer needs & known usability problems in order to achieve your business objectives
  
  

Interface design

Web sites & extranets

• Create web site designs that deliver easy to use and valued services to your customers
  
• Make it easy for your customers to find what they want and to decide to go with your organisation.
  
• Promote cross-sales, on-sell & repeat visits
  
• Reduce help calls

Staff applications, intranets & portals

• Deliver applications to staff that enable them to serve customers quickly & effectively
  
• This can include staff applications or intranets that serve as a framework for your information & online services
  
• Design services to meet staff needs, tasks flows & situations or purchase the best off the shelf products (competitive analysis)
  
• Reduce errors in staff applications by up to 80%
  
• Maximise uptake & reduce resistance to change
  
  

Application prototyping & implementation

Develop interactive prototypes to:

• Visualise business strategy
  
• Evaluate with customers to test business strategies or decide on the best interface design
  
• Prepare for full scale development

Develop:

• Full scale web sites
  
• Application implementation
  
  

Usability evaluations

• Usability evaluations of current web sites & applications often serve as a good input to analysis & planning for next generation services
  
• Competitive analyses help inform senior management about current strengths & weaknesses of web sites & applications so management can make informed strategic decisions
  
• Testing mock-ups, prototypes or live web sites with current or future users helps identify usability problems so they can be fixed prior to launch.  This often reduces help calls & customer dissatisfaction
  
• Make sure the services achieve a high standard of usability to help achieve your business objectives