Your customers' involvement
User-centred design is design that helps stop the technology "getting in the way", so that users can focus on their tasks and goals, instead of on operating the system they're using. We develop our designs with real people doing real-life tasks.
Your customers or staff help to create the site or application they really want.
What we do
We involve your users (or rather a representative sample of them) in a range of activities to ensure that your site or application matches the way they think.
Our methodology: The Hiser Element™.
Benefits
User-centred design can help you:
- Develop a more useful and engaging web site, increasing staff morale and customer satisfaction and buy-in
- Increase market share – because customers can complete product purchases and applications for services in an online environment, without having to abandon the process because “it’s all too hard”
- Improve customer service – because web sites and customer support applications are designed with the needs of your customers in mind
- Increase productivity, because staff can find and easily use information – eg. one intranet we worked on saved the company $1 million in its first 6 months
- Communicate and share information more effectively – eg. our review of another intranet led to an increase in staff use of 30% per month (as a turnaround from falling 25% per month)
- Reduce development costs – rebuilding a web site in response to problems discovered late in the development cycle can be very expensive – often around 10 times as much as uncovering the problem during the design phase
- Reduce the demand on your support resources (eg. call centres and bank branches) – because customers can become more self-sufficient
- Reduce maintenance and support costs – eg. our review of a core application with a large user base reduced help desk calls by two-thirds; intranets we have designed have reduced help desk support costs by 75% and saved 25% in maintenance costs over the first year.
