The Tech Design Psychologist™

Shaping technology to help people flourish™

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Case Studies

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

"The benefits of working with Michael are very clear in our results: Positive user experience and insights..." [+]

"The benefits of working with Michael are very clear in our results: Positive user experience and insights that help us prioritize future product features. Delivering a great user experience is very important to us, but before working with Michael, we were unsure how best to get user feedback. With Michael's expert guidance, we are now regularly experimenting, testing, measuring, and improving our product."

Tom Bartel, Co-founder & COO, bounce.io

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Video

“Usability in Healthcare: Ability to Use is the Tip of the Iceberg” (Slides)
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