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Domains & Technologies
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Since its inception, HFI has done extensive human factors work in almost
every domain and technology, such as:
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In customer service applications, successful usability engineering prevents
customer dissatisfaction. Through user interviews, task flow analysis,
and the application of human factors principles, we will help you define
goals, problems and solutions.
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Typical Goals
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- Faster response to customer questions
- Reduced error rate
- Reduced training time for customer service personnel
- Customer service representatives spend more time selling, less time
thrashing through windows looking for answers
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Typical Problems
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- Too much jumping between screens
- Confusing use of codes and abbreviations
- Information is inconveniently located or difficult to find
- System imposed limitations, such as retrieval speeds, extent of information
storage
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Human Factors Solutions
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- Organize by:
- frequency of use
- importance
- user task goals
- logical grouping
- Design interfaces that are consistent
- Minimize jumping between screens
- Minimize memory and look-up requirements
- Use on-screen representations of customer's items, such as invoices
- Provide central object information
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Some of our clients:
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Alltel
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High-level UI architecture
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Call center application
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AT&T Universal Card Services
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High-level UI architecture, standards
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Call center application
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Blue Cross/Blue Shield
of Nebraska
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Expert review
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KR ProBase - data retrieval
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Discover Card
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UI design
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Customer service system structures
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W.W. Grainger
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Standards, training
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Online catalogue
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MCI
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Expert review, training
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MCI System One
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Citizens Gas & Coke
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High-level architecture
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Customer information system
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Call 1-800-242-4480, or Request
more information
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