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PROJECT:
A Fortune 100 intranet portal
site had developed over
the years into a large and
confusing collection of
links and content. Productivity
directly related to the
bottom line suffered as
employees had difficulty
quickly navigating to relevant
content for their everyday
work processes.
Tools & Methodologies
Used
Portable Usability Lab,
Card Sorting Software, Custom
Consulting
Solution
A streamlined and efficient
interface that allowed users
to quickly access mission-critical
content and links used on
a daily basis and easily
find important content that
needed to be found less
frequently. The Elliott
Group used a portable usability
lab and specialized software
to identify issues and develop
an information architecture
for multiple user groups
on the portal including:
business principals, sales
force members, service managers
and advisors and department
managers. Design directives
also took into account users’
knowledge and familiarity
with the existing portal
design. |
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Benefits |
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Increased
productivity as less
time is spent searching
for content, and the
content is more quickly
integrated with their
work process. |
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More
reliable and efficient
dissemination of content. |
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Smooth
transition from the
new to the old interface
with a limited learning
curve. |
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Communication
and server cost reduction. |
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PROJECT:
Major national US bank needed
to make significant changes
to their online banking
services in order to remain
competitive in the online
banking space.
Tools & Methodologies
Used:
Segmentation Checker™,
Concept Generator™,
Focus Groups
Solution:
Development directives to
guide management through
a major overhaul of their
online banking services.
The Elliott Group used focus
groups to assess various
online banking concepts
and services. Careful segmentation
of test subjects by their
general online experience
as well as by their information
and online banking service
usage helped to create valuable
insights, sound assessments
and reliable indicators
of customer reaction to
the new services. |
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Benefits |
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Less
money spent overall
on the development
of the new services
as less resources
were spent correcting
mistakes later in
the process. |
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Improved
customer satisfaction
as the online services
better met the customer
needs. |
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Improved
positioning of online
offering vis-à-vis
competitors in their
market. |
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PROJECT:
Online retailer of specialty
motorcycle parts needed
to quickly enhance and optimize
their website to increase
conversion rates and revenue
but could not afford full-blown
usability testing.
Tools & Methodologies
Used:
Interface Checker™,
EZ-Points Developer Report
Solution:
The Elliott Group used our
proprietary Interface Checker™
service to analyze the website
and make specific recommendations
for improvements. The rules-based
analysis was provided in
our easy to read and understand
EZ-Points Developer Report
format for fast knowledge
transfer to the development
team. |
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Benefits |
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In
one week the retailer
had a comprehensive
set of directives
for making improvements
to their website.
As a result of these
changes the retailer’s:
Conversion
rate increased 42%
from 1.2% to 1.7%
Average purchase amount
increased 15%
Number of items purchased
increased by one item
for every two customers
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The
development team was
able to carry forward
knowledge they learned
about website design
during this project
into future website
changes. |
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PROJECT:
Leading electronic content
provider wanted to better
understand the “library
of the future” for
multiple user segments and
test preliminary electronic
information service concepts
that included both proprietary
and certified content.
Tools &
Methodologies Used:
Segmentation Checker™,
Concept Generator™,
Focus Groups
Solution:
Developed important insights
into key user segments and
assessed a range of concepts
for new services to guide
management in their strategic
development decisions. Using
a series of focus groups
and careful segmentation
of library users according
to their information behaviors,
The Elliott Group tested
new service concepts and
profiled “library
of the future” users. |
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Benefits |
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Key
information needs
and drivers for market
segments were revealed. |
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Preliminary
concepts were assessed
and prioritized for
the next stage of
development. |
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New
market requirements
for key user segments
were identified. |
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PROJECT:
Internal and third party
website developers of a
Fortune 100 company needed
to better understand the
online consumer and the
implications for future
website development to make
development decisions and
allocate resources.
Tools &
Methodologies Used:
User Rules™ framework,
User Rules™ Relationship
Model
Solution:
The Elliott Group presented
a User Rules™ seminar
explaining the online customer,
their information behaviors,
their shopping trends, Infographic™
Profiling and the design
implications for website
developers. The seminar
content was based on primary
research with online shoppers,
predominantly usability
lab testing, that had been
distilled and formulated
into a comprehensive framework. |
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Benefits |
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Developers
were provided with
a perspective of the
online customer that
helped them anticipate
the next stage of
website development
rather than react
to the market.
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The
framework provided
a more user-centric
and disciplined approach
to analyzing the effectiveness
of website content
and functionality. |
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Website
managers and developers
could make development
decisions with more
objectivity and confidence. |
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PROJECT:
Big Three automotive manufacturer
was rolling out a major
new information technology
initiative involving both
hardware systems and software
applications to create a
paperless environment in
dealership sales and service
departments.
Tools
& Methodologies Used:
Custom Consulting, Surveys,
On-Site Interviews, Ethnographic
Studies
Solution:
Conducted a pre-implementation
assessment to surface and
understand intended users
(demand-side) factors that
would affect the implementation
and national rollout of
the new technology. The
Elliott Group used a combination
of surveys, on-site interviews
and ethnographic studies
with a range of stakeholders
including: principals, general
managers, service managers,
service advisors and technicians
to understand how the implementation
would integrate with their
current work processes. |
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Benefits |
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A
higher degree of success
for the national rollout
of the initiative
through:
Identification of
key obstacles and
issues for a successful
rollout including
those related to organizational
structure, employee
incentives, current
work processes, and
existing technology
systems.
A prioritization of
the initiative’s
components for a staged
rollout based upon
their likelihood of
acceptance and usage
by the intended segments.
Identification of
training content needs
and most effective
training methods for
the initiative’s
various components
by user segment. |
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Identification
of key obstacles and
issues for a successful
rollout including
those related to organizational
structure, employee
incentives, current
work processes, and
existing technology
systems. |
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A
prioritization of
the initiative’s
components for a staged
rollout based upon
their likelihood of
acceptance and usage
by the intended segments. |
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Identification
of training content
needs and most effective
training methods for
the initiative’s
various components
by user segment. |
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