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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

"I will always be thankful for the work and thinking you did with us ... It really helped us create a good framework for feedback."  [+]
"I will always be thankful for the work and thinking you did with us to introduce us to rapid prototyping. It really helped us create a good framework for feedback."
Julia Hutchins, CEO, Colorado HealthOP
Julia Hutchins
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“Usability in Healthcare: Ability to Use is the Tip of the Iceberg” (Slides)

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