On this page go to:
▼   Business objective, business environment & risk analysis
▼   User needs analysis, usability testing & competitive analysis
▼   Business guidance & customer experience strategy

Intranets & staff applications are now critical delivering high quality, cohesive & efficient customer service.

Internal staff applications have been a significant focus in recent years & industry signs are that the trend for improving the design & usability of staff tools will only increase.

Business benefits

We have helped our clients:

• Reduced time to serve customers
  
• Significantly reduced user error in address, phone & account relationship details. This increased revenue generated from mail out marketing campaigns & reduced need for staff to fix errors (banking staff application)
  
• Reduced staff training time from 1 day to 15 minutes, multiplied by thousands of staff nationally (banking staff application)
  
• Improved staff morale because they felt genuinely listened to and actively involved in the design of services they use everyday (banking staff application)
  
• Improved awareness of what's happening in the organisation, combined with easier task completion through greater focus on the needs of specific user groups (intranet)

Experience

Our consultants have played lead roles in the design, development or usability evaluation of intranets / applications such as:

Financial Services

• Customer service application for presenting & printing bank statements
  (design & usability evaluation)
  
• Customer service application for changing customer details, e.g. phone, address details & address / account relationships
  (design & usability evaluation)

Telecommunications

• Call centre applications (design & usability evaluation)

Government / humanitarian

• Department of emergency services intranet (design & usability evaluation)
  
• Election management system (design & usability evaluation)

See the section on project & client experience