Case studies

Comprehensive total user experience optimization study

For one of the world's most successful consumer electronics companies, MNM executed a total user experience optimization study covering the delivery and sale of online music and related user interactions with a broad line of MP3 music players. The research design covered detailed analysis of 36 customer touch points including retail store design, product package design, product / user interface design, skill acquisition systems, desktop applications, web-site interfaces, customer support services, billing and problem resolution interactions. The study bench marked 28 client and competitive MP3 players and 5 major music sites against an in-depth analysis of the Apple iPod/iTunes total user experience. Findings provided the client with a detailed user experience optimization model mapped to a detailed revenue analysis. Data from the study provided the client with significant insights and data of a tactical and strategic nature that resulted in major business decisions impacting an entire line of business on an international level.

Professional heuristics for large social networking site

For one the worlds most successful new media companies, MNM executed a comprehensive analysis of the overall user experience design for complex social networking functions. The analysis focused on creation of a framework for identifying and rating critical user experience and usability issues with respect to core social networking functions within the context of a large, complex user base and site design. MNM provided extensive analysis of core usability and user engagement issues based on the application of 5 professionally accepted user interaction analytical models. Provided detailed user experienced design enhancement recommendations supported by structured heuristics analysis. Findings provided development team with tactical and strategic direction for improving user engagement with critical social networking functionality. This study was followed by a formal lab-based study. The finding of the lab-based testing sequence verified the insights provided by the heuristics analysis.

Analysis of redesign vs existing web interface

For one of the worlds largest ratings agencies, MNM designed and executed a comprehensive competitive user experience and usability analysis of the clients current web site vs a totally new design under development by their outside web development agency. The study focused on objective quantification of the benefits and improvements between the existing web-based user experience and a new redesign. The study made use of large sample online methodology to produce statistically reliable comparison of the existing and new site. The study was specifically tailored to provide access to highly successful hedge fund managers, traders and analyst who could not be reached by traditional market research or usability testing methods. Study was executed on a global scale and collected data from U.S., European, Asian and Mideast financial analyst. Findings had major impact on management decision making with respect to adoption of proposed new web-based user experience design solution.

Virtual reality avatar engagement study

For a leading new media company MNM designed and executed a comprehensive analysis of in-world avatar behaviors with a focus on understanding the relationship between user engagement and the design of virtual reality user experiences. Study combined lab-based and online large sample methodologies to create deep insights into attributes of virtual world interaction design the contribute to increased user engagement. This study was replicated over several iterations and formed the center piece for critical management decision making and development efforts. Findings had major positive impact on overall user experience design for succeeding generations of virtual reality worlds for this client.

Longitudinal usability study for major media site

For one of the world's most successful media companies, MNM executed a complex, longitudinal usability and user experience optimization study of extensive new media web site covering content streams from TV, Music, Music Video, News, Games, and other popular culture, new media sources. Study conducted over 2 year period in several iterations combing lab-based, large sample online and, eye-tracking methodologies supported by professional heuristics. MNM study design examined and created optimization pathways for wide range of critical issues including home page data modeling, primary and secondary navigation, nomenclature, new media discovery, content utilization, social networking and business process modeling. MNM conducted extensive formal statistical analysis on large data set aimed at discovering underlying areas of innovation based on robust user profiling. MNM worked directly with corporate research executives, development teams and development executives in an intense AGILE based environment. Findings had major positive impact on user experience design for this large, complex site.

Analysis & design of master
control room

Following the Challenger incident, MNM was retained for the analysis and redesign of the master control room and related operator consoles for the space shuttle at Goddard Space Flight Center. MNM conducted detailed usability analysis of the main control room environment and related individual operator consoles.

MNM prepared detailed task analysis and related usability performance specifications. Following development of a detailed staffing and function allocation study MNM prepared full-scale mock-ups of consoles based on core mission segment requirements. Based on formal concept testing MNM designed the final modular console for use in 39 different configurations.

Special problems included Red/Black cabling requirements and complex display dynamics. By developing a comprehensive understanding of mission staffing and cognitive workload MNM created a new control room layout and related console design that utilized much of existing building, saving millions of dollars in construction costs. MNM received special commendations from NASA for performance on this project.

Operator control environments

For a leading manufacture of agricultural and heavy equipment: In a multi-year effort, MNM was responsible for extensive usability engineering and user interface design for numerous, complex operator control environments including the creation of an entirely new generation of operator workstations for complex agricultural products. In one of the earliest applications of the UCD process methodology MNM undertook extensive in-field observations and interviews focusing on operator workstation risk factors and usability engineering problem areas.

Based on the creation of a critical incident database, MNM undertook comprehensive task analysis leading to the creation of a new function allocation model for the integration of automated control systems into operator control environments. MNM lead the design and layout of all internal control and display systems including considerations of cognitive and physiological ergonomics and adherence to US and international ISO standards. The new generation of operator control environments created by MAURO allowed client to recapture significant market share that in turn led to a return to profitability.

Software usability analysis

For a world leader in personal computers: Utilizing components of the formal UCD process methodology, MNM undertook an extensive analysis of early icon driven user interfaces and related personal computer systems. Studies included detailed usability testing and end-user satisfaction studies. Products in several stages of development were tested. The initial analysis focused on benchmarking product performance across all expected life-cycle conditions.

Consumer testing included performance evaluations of initial product set and use, and extended to detailed examination of user interaction with icon-driven interfaces and fully integrated software configurations. Based on the findings of the consumer testing sessions, MNM executed detailed task analysis and related evaluations of primary and secondary use patterns of personal computers in business settings.

Based on the findings of several combined studies MNM prepared a detailed set of recommendations and product enhancements for the next generation of products. The recommendations formulated by MNM extended to strategic, marketing and promotional issues.

Process control interface

For a leader in process controls systems: MNM performed an industry-wide survey of job functions in the high volume paper making industry. Detailed interviews with represented workers were conducted to identify critical user interface problems with existing process control computers and related automation procedures.

MNM executed 10 on-site visits to large paper production facilities and acquired extensive observational and interview data on end-user profiles, work crew structures, decision-making schemes and cognitive workload variations. MNM then created a comprehensive design for a new user interface that covered data presentation structures, screen formats and all related data entry devices.

MNM executed usability testing sessions and finalized a comprehensive plan for a system-wide upgrade of usability performance. Following full implementation of the MAURO interface, client recaptured all prior lost market share and obtained leadership position based on the documented performance enhancements of the UI. The new interface design has become the industry standard.

Major non-profit research site

• Conducted complex customer experience optimization studies for large page count web-site for 2 primary consumer populations.
• Investigated overall information organization design and navigation pathways for complex site through the execution of on-line and lab-based studies.
• Defined critical incidents and error states for site that identified critical customer experience issues including: 1) Failure to complete rates, 2) Failure to detect critical error rates, 3) Failure to correct critical error rates.
• Created comprehensive set of customer experience optimization enhancements for site based on detailed analysis of target user populations.
• Created detailed cognitive model of primary user population that focused on information seeking behaviors for first time users and experienced users of the site.
• Developed skill acquisition profile for repeat visitors to the site and developed detailed recommendations for improvement of overall information presentation modes related to keyword search functionality.
• Provided detailed analysis of feature benefits leading to the reduction in the complexity and number of offered features on the site.

Complex on-line fund raising tool

• Conducted detailed cognitive task analysis of new on-line fund raising tool with a specific focus on navigation and form filling functions.
• Identified critical decision making problems with information flow and task structure and created enhanced customer interaction sequences that reduced task complexity and errors.
• Created cognitive model of user interaction with a focus on improving completion rates based on prior participation in yearly Walk-A-Thon event.
• Created enhanced customer experience interface design concepts that focused on reduction in overall task complexity and increasing completion rates.
• Conducted detailed customer experience analysis of credit card entry and transaction optimization for the purpose of improving task completion rates and share of wallet contributions.
• Developed detailed user interface designs for improving overall customer experience with front-to-back customer experience.

Customer service rep interface

• Developed comprehensive set of hard business objectives for complex CSR application. Worked extensively with database scientist in the creation of customer experience structure that provided high levels of performance while maintaining the integrity of the software architecture.
• Conducted interviews with members of top executive team, IT engineering, marketing and a broad range of actual customers and users.
• Negotiated final set of business objectives based on executive interviews for use in creating functional specifications for migration of existing customer base to new high performance customer experience design.
• Developed complex cognitive models and related user-interface design for advanced data search tasks and complex data composition sequences related to screen-based delivery of products and services.
• Conducted extensive customer needs analysis, task analysis, cognitive modeling and GUI interface design and user testing.
• GUI design development, prototype development and testing of advanced concepts for structuring complex search tasks and management of large data sets with millions of customer/product records.
• Developed advanced customer experience interface that allowed visualization and management of complex electronic licensing of products, services, and systems for very large number of data elements (several million).
• Program focused exclusively on the development of a comprehensive and effective understanding of how users frame search queries in the context of unstructured data-seeking tasks related to incoming customer inquiries for updating e-com relationships.
• The solution delivered high levels of user satisfaction in terms of task completion and error reductions based on application of advanced cognitive modeling techniques.
• The customer experience design reflected an effective balance between usability performance; user interface visual design and engineering; system integrity and reliability