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Case Studies

Business VoIP Web App

Business VoIP Web App
Situation: Identify usability problems and improvement opportunities in a web app through which users of a handset-based business VoIP phone service can access voice mail, view call logs, place calls, and control settings such as call forwarding.  Intervention...
Intervention: Expert review (a.k.a. usability inspection) of web application and its documentation.  Resolution...
Resolution: Identified over 30 usability issues that risked negatively impacting customer loyalty and brand value, and provided redesign recommendations to eliminate these risks. Several issues had potentially serious consequences, such as forwarding a customer's calls to an unintended number or leading a customer to believe that critical settings had been changed when they had not.  Situation...
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Testimonials

"Michael has contributed unique value to Oracle and demonstrated tremendous leadership... and I highly recommend him..."  [+]
"Michael has contributed unique value to Oracle and demonstrated tremendous leadership with cross-functional teams, exceeding the expectations of the Director of Modern Marketing Best Practices, for example with his innovative interactive user flows for email marketing. He presents his compelling interaction designs and insightful research findings with utter confidence, while demonstrating keen and attentive listening, and maintaining a consistently professional and serene manner. Michael is a pleasure to work with and I highly recommend him for any project requiring user experience expertise."
Margaret Brown, Senior Manager, User Experience, Oracle
Margaret Brown
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“Usability in Healthcare: Ability to Use is the Tip of the Iceberg” (Slides)

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