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Michael Rawlins
Director of Human Factors
Open Solutions Inc. |
"The science of usability works"
by Jesse Berkowitz
"Banking is a conservative industry and legacy systems are ingrained," says Michael Rawlins. "But their workforce is changing and the tools are changing too." Open Solutions is in the business of providing those types of enabling tools.
For example, bank tellers traditionally worked in the back office to learn the business first. Then they moved into the teller role and held the position for many years, becoming well-versed in banking knowledge. By contrast, many of today's tellers do not have this background, making them more reliant on software tools to get information and manage their workflow.
| "Once you see things from the users' point of view, you'll never look at them the same way again. People come out of the classes feeling more whole, as if they've discovered part of their profession that was missing before. Sometimes you don't know what you don't know. The science of usability works." |
Companies like Open Solutions address this need by developing next generation integrated platforms for financial institutions. Open Solutions' product line includes real-time relational enterprise applications, Internet banking, cash management, CRM/business intelligence, item processing, and lending solutions. As Director of Human Factors, Michael is raising awareness worldwide throughout all areas within the company of the need to integrate usability into development, along with creating a staffing model to meet the increasing demand.
"At Open Solutions, we have a very fast-moving product lifecycle," explains Michael. "When I joined the company, I knew I couldn't just walk in and become a 'usability cop' with lots of jargon and heuristics. While our product managers have adopted usability very quickly, you still have to do internal selling. It's not about winning arguments, but rather letting people discover the value for themselves."
To spread usability knowledge and awareness, Michael purchased HFI's Essentials of Usability seminars – short training courses that he can deliver in-house. The response and interest has been overwhelmingly positive.
"Essentials has been key! I first delivered it during a lunch and learn series, but we realized one hour wasn't enough. Participants wanted more – they wanted the ability to do something based on what they learned," recalls Michael. "Fortunately, our internal 'Open Solutions University' picked up my Essentials offering as both full and half-day programs. I've taught over 200 employees in the home office, India, Houston, and Canada – even one course to an entire marketing group. People at Open Solutions typically don't have a day to spare, so I'm honored that our executives have sent their staff to the training."
Michael drives home the points from Essentials by inserting clips of usability tests he conducted on Open Solutions' products.
"Once you see things from the users' point of view, you'll never look at them the same way again," he comments. "People come out of the classes feeling more whole, as if they've discovered part of their profession that was missing before. Sometimes you don't know what you don't know. The science of usability works."
Another key to Michael's success is his ability to demonstrate that usability is collaborative – not an add-on to the development process. He typically adapts HFI's Schaffer-Weinschenk Method™ of user-centered design for the project group he's working with. Michael is also intrigued by design patterns: how to write them and what the governance model should be. Patterns are particularly challenging in an organization like Open Solutions where the interface could be either Web or desktop-based.
Having worked in usability for many years, Michael is happy to be spearheading the efforts for an exciting growth company like Open Solutions.
"Our management team is well-schooled in software development, and our CTO has been my executive champion since the outset," he remarks. "Our company has visionary architects and people who are proud of the products we design. When you hear our clients' success stories, you understand why we're growing."
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