Research • Design • Strategy

445 Ridge Avenue
Evanston, Illinois 60202

Call Center Journey-mapping

Background: A manufacturer of communications equipment wanted to understand the needs of its client, a customer service call center.

Solution: Researchers traveled to both US and overseas call centers to observe live service calls, and interview the agents directly.

Output: Journey maps were created for customer service agents as well as consumers, to better understand the process and needs. Inefficiencies and pain points were identified, and recommendations made to improve the consumer's experience.

Medical New Product Discovery

Background: A medical device manufacturer wanted to identify new product opportunities within the realm of an existing product line.

Solution: Twelve in-home interviews were conducted with users of the current product. Current practices were discussed, photographs were taken of use location and surroundings, and feedback was elicited regarding satisfaction with, and pain points of, current products and processes. In addition, focus groups were conducted with healthcare providers familiar with the devices.

Output: Findings were synthesized across all participants. Profiles were created of each participant, and presented in an ideation workshop with the client stakeholders where several new product directions were identified.

Automobile Dashboard Contextual Inquiry

Background: A major car maker was planning for the next generation of in-dash controls for controlling drive modes in performance vehicles. They wanted to understand the current state-of-the-art and look for design solutions to include in future offerings.

Solution: Thirty-two in-vehicle interviews were conducted, including a standardized test drive, in each of four vehicles with multiple drive modes. Qualitative feedback was gathered as well as ratings and rankings for the four vehicles.

Output: Quantitative responses were analyzed by user group, including age and whether the participant currently drove a performance car or one with multiple drive modes. Common themes in the participant feedback were identified in order to define the ideal feature set for the next-generation control.

Software User Experience for the Disabled

Background: An established software producer needed to assess their products for blind and low-vision users, in line with new legal requirements.

Solution: Twenty-five blind and low-vision software users and administrators were recruited. Interviews, including observation of assigned tasks, were conducted across three software applications on multiple hardware platforms.

Output: Performance was reported by task, and problem issues and actionable recommendations were identified for each scenario.

Website Expert Review and Mock-up

Background: A credit card provider wanted to improve the user experience for its rewards program members.

Solution: An expert review of the website was conducted. Each page was evaluated from the perspectives of new and returning users.

Output: An analysis of each page in the user flow was presented. Recommendations were mocked up using Adobe Photoshop to illustrate possible options.

Medical Product Design Research

Background: A manufacturer of products for hospital patient care wanted to evaluate a new design and compare it to existing competitors.

Solution: A test room was set up with a patient bed, IV poles, and other equipment to simulate the product's real-world use environment. Testing was conducted with nurses familiar with the equipment.

Output: A report was created with observations, qualitative feedback, and specific design recommendations.

© 2019 Tyler Duston