Our mission is to help you make complex technology simple and simple technology empowering.
We employ science-based research methodologies. This ensures that our research findings are focused on delivering actionable and reliable insights with the proper concern for statistical power and reliability. We offer a wide range of research options focused on delivering the proper balance between data reliability and cost.
Our methods and professional project management experience covers all major development models include sprint testing for AGILE. We are well known for the testing and optimization of complex products and systems. By complex, we mean any product or system which is business-critical and requires rapid response user testing and optimization. All usability testing research programs are managed by a certified human factors engineering professional (BCPE).
In our 40+ years of experience conducting professional usability testing programs, we have developed extensive experience with many critical user populations ranging from COPPA age children to individuals of advanced age with severe medical conditions.
We routinely conduct studies involving complex user populations ranging from business executives, millennials, teens, military and DOD staff, Wall Street traders, physicians, healthcare providers, families, and many other populations. Our participants are all recruited by independent agencies based on criteria developed by our firm. We are deeply experienced with formal protocol development, IRB submissions, and related coordination. In testing involving FDA related matters, we offer industry-leading access to testing populations with a wide range of medical conditions.
Our methods and expertise cover a wide range of product and system categories. At the highest conceptual level we specialize in four forms of human-technology testing and UX optimization.
Human-Computer Interaction (HCI) testing: We have deep professional expertise in testing screen-based human-computer interaction systems ranging from consumer e-com website interfaces to highly complex commercial software systems. Our expertise in this area includes extensive experience with mobile applications and related interfaces.
Physical products testing: we have deep testing experience with physical products ranging from simple hand-held devices to large industrial machinery. It is important to note that many of our projects cover products with complex HCI interfaces. In these projects, we routinely test and optimize both aspects of such products.
Medical products and systems testing: our third area of specialization is medical devices, instructions for use and training systems for consumer and professional HCP applications. This expertise ranges from consumer-facing drug delivery devices to highly complex surgical technology.
User Experience (UX) Optimization: our fourth area of specialization is whole system user experience optimization. These projects involve investigation of a user’s entire engagement with a given product or service. These projects routinely focus on investigation and identification of overall user experience performance and areas of meaningful optimization. We do not fill conference room with sticky notes but alternatively employ rigorous anthropological research methods combined with business process modeling.
Over 30 years conducting usability analysis: We are fluent in all critical usability research methods and pioneered the use of several of these methods in the U.S. in the early 1970s. In all projects, we employ the appropriate methods required to answer your complex business questions.
Starting in 1976, we were the first U.S. consulting firm to create a testing lab and conduct research using this methodology. This method is effective in exploring high-level usability of products and services.
It provides visualization of user interactions based on a limited number of tasks. Your development team can view the entire process from behind a one-way mirror, providing compelling evidence of usability issues. Lab-based testing works well for identifying interactions that are having a universally negative impact on the user experience.
Online large sample user testing lets your users access an interactive survey and complete tasks on your interface at their own home or place of business, 24/7.
The statistical reliability of the large sample size helps you confidently make major decisions related to the creation or redesign of business-critical applications and websites. This method is exceptionally powerful when combined with a lab-based / eye-tracking study.
We have executed complex formative studies across a wide range of medical devices covering hardware, software, drug delivery, surgical and imaging modalities.
We have worked with large internal client teams as a highly experienced HFE subject matter and usability testing resource. We have created complex SOWs, protocol, and pursued related IRB approves, and are highly effective with complex, iterative, large sample formative studies based on AGILE development methods.
We specialize in the design, approval management, execution and delivery of large sample rapid-response summative usability testing studies.
MUS routinely delivers robust studies with 500-1000 respondents in compressed time frames. We are well known for the quality of our research methods and compliance-related performance for demanding clients facing complex FDA approvals. MUS is an approved and preferred vendor for leading biotech, pharmaceutical, and medical device manufacturers. We are fully versed in CFR 21 Part 11 compliance requirements and maintain research methods within compliance.
It is well understood that complex product usability is a combination of users’ interactions with the product or system and the environment in which such interactions take place.
MUS has extensive experience in the design and execution of complex usability and user engagement research related to complex medical and industrial environments. We employ well understood and industry proven research methods to identify and resolve usability issues that flow from a given operational environment where many factors are commonly at play. We have extensive experience with both cognitive and ergonomic environment audits and have executed such research for many leading corporations and government agencies.
Our reviews are undertaken by certified human factors engineering professionals and provide you with immediate feedback on critical usability and user experience issues present in your product or system.
This methodology is a powerful method for structuring the thinking of the development team in terms of the dimensions that impact user performance and satisfaction. This methodology works well for providing professional usability feedback during rapid AGILE-style development programs.
With the formal approval of the COPPA by U.S. Congress, the requirements related to the design of websites for children under the age of 12 took a dramatic turn.
If you are developing web-based services of any type and your user base is known to include COPPA-age users, you must adhere to a more rigorous set of standards when designing your site and testing the site with COPPA-age users. MUS has extensive experience with special requirements related to testing a wide range of products and websites for this specific user profile. We are well versed in the special issues surrounding safety, confidentiality, and compensation related to COPPA testing. We are also experienced with the design and conducting of group focus sessions and related parental participation for this age group. Our specialized experience includes a focus on information access UI design and parental controls related to COPPA-age users.
We have extensive experience in the design and testing of IFU (instructions for use) and user guide systems.
We work with clients to ensure that FDA guidance and mandated human factors engineering performance criteria are met for IFU and RG (reference guide) components of medical and drug delivery devices. We are especially adept at consumer-facing IFU design, testing and/or optimization. MUS provides subject matter expertise, HFE audits, content analysis, information design, IFU design, visual design analysis, cognitive task analysis and formal usability testing during development to confirm HFE performance is verified and documented.
As medical devices become more complex and the general user population becomes more diverse, there is a demand for the design and testing of compressed IFU content in the form of Reference Guides (RG).
We have specialized research methods and document protocols for the design, testing, and validation of RG materials. MUS provides subject matter experts, HFE audits, content analysis, information design, visual design analysis, cognitive task analysis and formal usability testing during development to confirm HFE performance is verified and documented.
This method is highly effective when used with business-critical applications related to the creation or redesign of large or complex websites, web applications, and preparation for selection of new CMS systems.
This methodology examines data files covering structured and unstructured responses of your customers or users. This process can also profile the relative effectiveness of your various document types and interfaces by determining how well-written and well-formatted your existing content is, based on the needs and expectations of your primary user profiles. This methodology provides deep insight into unstructured and structured user-generated content, such as message boards, blogs, forums and fixed document types. This methodology creates detailed behavior profiles and knowledge maps of an entire system’s content structure.
We employ ethnographic and field research as targeted studies involving a smaller number of users to develop a comprehensive understanding of how customers engage with technology and systems on a daily or even weekly basis.
This methodology follows users during their entire daily life, recording observations for the specific purpose of identifying unmet needs and areas of innovation that can only be discovered by a detailed recording of user behavior in their natural living and working environments.
A primary business problem all large media companies face today is how to successfully migrate their traditional media properties to the interconnected and increasingly transparent delivery platforms of TV, web, mobile, and virtual.
We have worked with the world’s most successful media companies to design and execute complex, cross-platform usability and user experience studies that address this difficult customer engagement problem. Our research methods have proven effective in helping major media companies understand and optimize their migration to successful new media business models.
In complex products and systems, there is often a mismatch between user expectations and usability performance.
These issues are often revealed during the execution of formal usability testing. However, the actual root cause of such misalignment is not usually revealed at the level of specificity required to rapidly make changes to the UI design that result in dramatic improvements in user acceptance and overall usability. Therefore, MUS offers clients a specialized service linked to usability testing that provides your development team with a reliable cognitive model of the interface as tested in conjunction with a detailed description of the relationships between UI design and the users’ higher-level cognitive processes. This expertise allows for the identification and resolution of problems in the UI design that map objectively to how users think about, learn and interact with your product or service. Cognitive modeling is a well understood formal methodology employed by MUS in a wide range of projects.
Understanding your critical user profiles (personas) is critical to understanding how to create and support a successful product or service.
For more than 25 years, we have created complex user profiles for a wide range of products and services, ranging from personas for cancer patients to brokers executing trades on the floor of the New York Stock Exchange. In all of these projects, we employ a combination of professional user testing, observational research, and interview methodologies to develop interactive persona solutions that combine the latest data with the most appropriate and reliable research methods.
We have an international reputation for creating and formalizing advanced testing methodologies that offer insights and actionable recommendations that go well beyond what is normally provided by standard user testing programs provided by others. The following is a brief description of methods we combine to produce robust research into the user engagement and usability of your product or service. The following advanced testing methods were developed by MAURO UX LABS.
Over the past decade, electroencephalography (EEG) technology has undergone a massive reduction in terms of cost and setup complexity. This has led to the introduction of a wide range of lower-powered EEG systems that offer data on cognitive processes with varying levels of reliability. The use of EEG in design research has been limited and, when executed, of often questionable quality. Recording the electrical activity of the brain at the surface of the scalp using EEG is an advanced user testing methodology that requires high levels of formal understanding, reliable hardware, and robust software for analysis and visualizations.
Prior to introducing EEG methods into our suite of design research tools, MUS executed an extensive and detailed analysis of EEG hardware platforms and software data analysis systems to determine if such systems offer the proper balance of cost, signal reliability, data aggregation and statistical analysis. With this data, we have structured our EEG research methodology to address design research questions that focus on cognitive workload, valance (approach/avoidance) and engagement. We have conducted proprietary analysis using EEG systems and available research literature to determine objectively where EEG methods provide unique insights above what we can gain from our other neuroscience-based methods. A benefit of EEG is that it can measure cognitive and affective responses in the absence of a behavioral report or even subjective awareness. A critical fact to keep in mind is that an EEG testing system is only an effective research tool if the system is configured, maintained and calibrated by trained and experienced research professionals. All MUS research staff that design studies, set up systems, calibrate and run EEG studies have advanced degrees in fields such as psychology and neuroscience with extensive professional experience and academic training in a wide range of EEG modalities and data acquisition platforms. We know from experience that EEG methods can add a robust view into individuals’ high-level cognitive functions as they interact with and respond to technology-based products and systems of many different configurations. However, EEG is a testing modality that currently demands the expertise of trained neuroscience professionals who understand objectively when and how EEG data is beneficial. MUS has this capability.
Pharmaceutical companies can now have their new drugs rejected by the FDA based on how usable and understandable the delivery device and labeling is for the intended patient population. This new factor has for the first time placed professional usability testing and human factors engineering at the core of successful drug development and market acceptance. MAURO Usability Science (founded 1975) has completed a four-year development effort focused on providing leading drug device development groups with a robust new suite of highly focused and powerful new testing methods designed to meet FDA human factors guidance. These new techniques provide multi-dimensional and scientifically valid data on patient interactions with the entire drug delivery patient experience. Select MORE below for a detailed review of benefits and functions.
These new methods produce vast amounts of new data that would be useless without advanced data aggregation and data analysis methods. To ensure the highest level of FDA compliance, MUS has developed proprietary and certified hardware/software systems that combine these new advanced testing methods into a unified data collection steam that provides unprecedented hard data on the human factors engineering performance of drug delivery devices, instructions for use, package design and dosing information.
The new MUS methods are effective in resolving the complex problem facing companies planning to release bio-similar drugs that are required to meet the new FDA Threshold Guidance. Within the field of professional human factors engineering science, this new FDA Guidance is well understood to be a potentially serious and costly factor in securing FDA approval.
Over 40 studies involving a wide range of FDA-driven device HFE performance enhancements utilized the MUS data capture and aggregation system.
Founded in 1975 MUS is a leading provider of professional usability testing and human factors engineering expertise. We have executed over 4,000 major HFE research projects. The recipient of prominent awards for usability research MUS is known for the development of advanced science-based usability testing methodologies. MUS has been a primary provider of professional usability testing and human factors engineering expertise to leading pharmaceutical and medical device manufactures for more than 40 years. This extensive history provides a clear view of just how vital the new human factors engineering FDA guidance is for companies seeking FDA approval. For more information contact Charles L. Mauro CHFP or read on for additional system capabilities and benefits.
The new data capture methodologies combine into a unified data stream that produces for the first time a highly refined view into the actual human factors engineering performance of drug delivery devices and related labeling to be utilized by a wide range of patient populations. The combined data reduces the risk of FDA rejection by providing development teams and the FDA with scientifically valid human factors engineering performance data that verifies overall system HFE performance.
The new MUS system can provide multi-dimensional and scientifically valid data on patient interactions with the entire drug delivery experience. This new capability allows development teams to resolve use errors by properly allocating enhancements between hardware design, labeling and HCP moderated training. Optimizing the entire patient experience is the cost-effective approach to gaining FDA approval. This approach allows development executives to allocate HFE improvements to that portion of the total user experience that has the most significant impact on reducing risk and reducing development costs. The MUS system is used to determine the usability of the following key components of the total patient experience.
Objectively Understanding Patient Limitations
While FDA HFE guidance is an essential and critically important component for producing correctly human factored drug delivery mechanisms FDA guidance does not provide detailed human factors engineering specifications for most target patient populations that suffer from well understood physical and cognitive limitations when compared to healthy individuals.
We know from over 40 years conducting professional usability testing and human factors research that detailed human factors specification for patient populations that have unique limitations is not available in the existing research data. Missing research data makes drug delivery device usability testing more complicated due to a lack of capabilities for target patient populations. This lack of objective data on patient limitations does not reduce a corporation’s duty to create a usable product under FDA guidance. Such missing data includes but is not limited to the following key variables.
Missing patient performance data has a significant impact on whether or not patients will interact with a drug delivery device and labeling system in a manner that meets FDA guidance. The MUS data capture system provides development teams with robust data on the capabilities of their specific patient populations. The MUS system automatically includes data on patient baseline capabilities that reduce the risk of an FDA rejection based on a failure to design for the intended patient population.
Contact Email Charles L. Mauro CHFP For more information on our FDA Guidance usability testing and human factors engineering system.
It can be difficult to understand how consumers may respond to specific content, branding, advertisements and other forms of promotional material. By utilizing advanced methodologies including eye-tracking, micro-facial expression analysis, galvanic skin response (GSR), and subjective response surveys we can gain powerful insight into both the psychological and physiological response that consumers have to these types of materials. These data streams can be collected across various types of media including static advertisements, dynamic advertisements, branding variations, or any other screen-based material to test respondent reactions. Data can be compared across variations of a single stimuli (i.e. color, size, duration of presentation, etc.) to determine which version generates the greatest positive feedback and vice versa. In combination, these methodologies have the ability to identify key impact factors that cannot otherwise be captured.
How the methodology works: Participants undergo structured presentation of isolated branding-related content or larger branded webpage concepts. Eye-tracking will be used to examine relative salience of and engagement with such content. Micro-facial expression analysis will be used to capture the expressed emotional responses of users viewing or interacting with the content. GSR will be utilized to measure the intensity of emotional responses to such content. EEG may be employed to inform higher-level cognitive processes required when using the website or application, such as cognitive workload. Subjective response will be employed to verify insights gathered from the above-mentioned data streams, as well as assess communication of intended branding attributes and messaging.
One of the most complex usability and UX optimization research problems is developing robust insights into how customers or users navigate and make decisions in large 3D spaces like pedestrian way-finding in cityscapes, museums, retail stores, and a wide range of other environments. As a means of specifically addressing this problem, we have developed a specialized methodology known as Environmental Navigation Eye-Tracking or ENET. The system is designed to produce robust insights into how visitors to large environmental spaces interact with, navigate and make decisions as they move about freely. The ENET methodology employs state-of-the-art eye-tracking technology/glasses interfaced with a data collection device the size of a typical smartphone. The system offers unencumbered navigation of large 3D spaces and the tracking of a wide range of visual information seeking behaviors.
Many business-critical development programs today can benefit from advanced emotional user response testing. We offer best in class emotional testing methodologies that can provide deep insights into your users or viewers emotional response to a wide range of design-based stimuli. Our emotional response testing methods rely on scientifically valid psychophysical measurement systems designed to produce highly actionable insights on how your users are responding to a wide range of products, printed materials, advertising content and software-based interaction frameworks.
We own, maintain and continually upgrade all critical emotional testing systems including micro-facial expression analysis, EEG, EMG and GSR modalities. These systems can be combined to produce key insights into cognitive workload and related impact on user emotional response to all manner of programmed stimuli. Our emotional state tracking systems are integrated into a common data stream with advanced eye-tracking data capture technology and can be integrated into other data streams to provide a robust parallel view of user response to your creative content before, during and after implementation. We work directly with leading hardware and software vendors to develop specialized data capture systems for critical industry verticals including medical products, entertainment, advertising, package design, information content optimization and new product development for both hardware and software applications.
For clients who require robust consumer preference testing, we offer specialized testing options including paired, replicated and repetitive case testing, conjoint and multinomial / multi-selection testing. Our research team is highly experienced with Panel / longitudinal testing, data analysis, including fixed and random effects modeling over time focused on learning decay, growth and sustained performance. Our research team is also experienced with partial-factorial and full-factorial research designs (for saturation / large multivariate choice testing.
Our expertise also includes sample size determinations such as stratification, clustering, and other methods to obtain maximum value from small (or expensive) sampling frames. The MUS director of advanced consumer testing has authored major texts on advanced study design and teaches at Columbia Business School.
For usability and UX optimization studies that require a detailed understanding of how a given design or series of designs are manipulated in the 3D space, we employ proprietary and industry-leading 3D spatial tracking methodologies. When combined with EMG-based research, these methods provide you with unprecedented insights into user engagement with hand-held and hand-manipulated devices across a wide range of product categories.
For projects which require an understanding of the physiological effort required in the successful manipulation of a product or device, we offer a robust and industry proven testing methodology utilizing electromyography combined with physical force measurement. This specialized testing method utilizes the electromyographic potential of major muscle groups involved in manipulation of products ranging from auto-injector drug delivery devices to large-scale industrial equipment. Our EMG methodology is often combined with 3D spatial tracking and Newtonian force measurement systems.
We have utilized EMG-based methods for more than 40 years and have a strong theoretical and technical understanding of when to apply this powerful methodology to help you optimize the UX performance of a product or system.
The overwhelming number of eye-tracking studies executed in usability testing sessions today are executed improperly and often report findings that are incorrect. We were the first UX research consulting firm to utilize formal eye-tracking methodology in 1975. We own, maintain, and manage our own eye-tracking systems and work with leading academic and research professionals to conduct robust, properly powered studies that help clients define complex problems related to visual scanning and cognitive processing of visual information.
We have a strong theoretical and practical understanding of eye-tracking and related applications including modeling of complex cognitive workload factors. Our methods are especially attuned to the evaluation of the appearance of products, package design, complex instructions and the design of screen-based interfaces.
The forces that your users exert in the operation of your product are a critical aspect of how they rate the overall UX design. Forces are well known to impact judgments of overall interface quality, skill acquisition, and peer recommendations. We have executed studies ranging from the forces required to open a package of drug delivery devices to button forces on touch screens for smartphones. Our methodology utilizes a robust and industry proven force measurement systems that are entirely portable and wireless.
This allows for the instrumentation of almost any aspect of the consumer’s interaction with a product or system. Our systems are designed and maintained to the highest levels of calibration and data production performance. Force measurement is often combined with EMG-based data gathering to produce robust UX data picture of your customer’s interaction with your product.
The physical appearance design of your product, website or UX service offering has become one of your essential intellectual property and brand-building assets. Yet appearance design and visual style are far more complex to measure and optimize that most realize. For projects where you are basing major investments on the appearance design of a business critical product or service, we offer a robust visual design testing methodology, which combines psychometric scaling systems, combined with eye-tracking and physiological/neurological sensing modalities.
This combination of methods provides you with not only reliable and appropriately powered data but complex factor analysis covering salient visual design attributes critical in optimizing the visual and aesthetic design of your essential product or service.
Government research indicates that approximately 80% of all workplace injuries, which result in job loss and sick leave, are associated directly with ergonomically related defects in the workplace or workplace tools and workstations. To mitigate such problems we offer a robust and industry-proven workplace ergonomic optimization toolkit and associated ergonomic optimization research methodology. We have conducted formal workplace audits in a wide range of corporate settings ranging from executive office suites to high-capacity production line workstations.
We have received major awards for ergonomic optimization methodology development and workplace optimization. These same ergonomic optimization methods are frequently employed in the design, testing and updating of stand-alone products across many industry sectors.
The single most important UX design objective for any product or service is to make certain that the solution is to learn not necessarily easy to use. To a great extent, the ability of your user to rapidly acquire the necessary skills, rules, and knowledge required for them to be quickly productive is at the heart of true UX optimization. Thus testing and optimizing skill acquisition and understanding learning decay (how fast they forget how to use key features) is well understood to drive early acceptance, feature utilization and peer-recommendation.
We offer you a highly structured and statistically robust methodology based on the latest thinking in mental model development. The testing methodology has been utilized by leading international pharmaceutical companies and leading high technology entities in the creation of systems which are easy to learn and minimize learning decay.
As data-intensive and complex mobile devices enter our utilization patterns certain ways in which we deal with the external world become attenuated. A central question in this transition is the extent to which our inwardly directed attention (interacting with a mobile device) impacts our situational awareness. This is a non-trivial question as we have seen traffic deaths associated with texting expand dramatically. This problem is sufficiently complex and so important that it requires a formal methodology for assessing the redistribution of cognitive assets between portable hand-held or wearable devices and the environment in which we navigate, make decisions, take risks and interact socially.
To address such research questions we offer you a structured methodology for investigating the impact that your technology may or may not have on the situation awareness of those who use your technology. This methodology which combines various testing methodologies including eye-tracking, cognitive modeling, ethnographic observational research and psychometric testing provides you with deep insight into how cognitive resources are being allocated by your users in the real world as they interact with your latest technology. Our testing system has been utilized on projects ranging from assessing pedestrian behavior when using mobile devices to the layout and optimization of robotic assembly tasks within a traditional assembly line.
In addition to specialized eye-tracking discussed above, we routinely deliver studies to leading clients utilizing a fully portable eye-tracking methodology. In these studies, we employ industry-proven eye-tracking glasses which allow the research participant to navigate any environment from retail stores to traffic cross-walks without interference or restrictions. This methodology allows for the real-time documentation of your customer’s visual scanning behavior as they undertake scripted tasks, navigate complex environments, drive or otherwise interact with vehicles or machinery, make complex retail purchases or interact with portable devices and apps in real time.
Our specialized eye-tracking glasses can be fitted with custom corrective lenses so that individuals are free to participate in our studies without concern for their own corrective glasses.
UX optimization on a broader scale is about understanding the core needs, limitations and expectations of users as they interact with your service or product across its entire life-cycle. It is well understood that gathering such data, analyzing that data and providing actionable insights is a complex and time-consuming process which must be governed by science, not design methods. We do not fill conference rooms with sticky notes but alternatively apply robust methods from the human factors engineering and anthropological sciences to help you understand the total user experience optimization (TUXO) of your customers.
We offer you a highly structured, data-driven research methodology that is customized for each TUXO project. Our methodology has been utilized to investigate and optimize entire systems and communities ranging from the world’s largest international refugee NGO to the military recruit intake system for the Department of Defense. Other projects have focused on consumer products and medical service delivery as essential industry sectors where such methods are known to be essential.
With the advent of low-cost VR technology and more advanced VR software, the world is about to experience a restart of the VR user experiences. For clients attempting to navigate this complex and for the most part amazing new dimension of UX design, we offer user testing and UX optimization methods which offer deep insights into the psychological and physiological underpinnings of VR user experiences. Our methods have been utilized to conduct the largest in-world avatar behavior tracking and socialization study ever conducted.
We have applied our methodology to help clients understand the psychological engagement individuals have been their real-world being and their synthetic avatar personalities. We have conducted the largest study ever fielded investigating the impact of VR experiences on brand engagement and purchase intent with real-world products. Our methodology has been utilized on a wide range of demographic profiles ranging from COPPA age children, teens, adults and military personnel.
The following project thumbnails cover high-profile and other relevant program experience.
In a multi-year engagement, MUS executed business-critical human factors engineering research and complex user interface design programs resulting in the creation of a new generation of screen-based (fixed and hand-held) trading systems that dramatically improved trading performance, reduced training time and reduced errors. Solutions verified by independent usability testing. Core concepts implemented by other major exchanges and trading platforms worldwide. MUS received Interactions Design award from Association of Computing Machines for this effort.
Conducted multi-year longitudinal usability testing and UX optimization research for multiple primary MTV media properties. Applied advanced cognitive modeling methods in optimization of teen interactions with new media sites.
Conducted extensive usability and information transfer analysis of online content categories and presentation formats focused on defining information structures that had the greatest impact on clinical outcomes of cancer patients.
In a multi-year engagement, executed international UX design, usability research and user engagement optimization programs for Citibank online services. Reported to the highest levels of the bank including Office of the Chairman. Developed primary interaction framework for Citibank home banking utilized on a global basis. Conceptualized and developed large internal teams of subject matter experts, HFE staff and related testing facilities. Citibank online customer experience rated number one on a global basis during period of involvement.
In collaboration with leading experts in computer vision and subject matter experts from client conceptualized developed first computer-vision based gem inspection system designed to reduce visual fatigue and increase throughput related to selection and grading of high-value gems, pearls and stones. Coordinated development and testing of functional prototype and related performance verification studies.
Conducted extensive competitive UX analysis of 32 MP3 players benchmarked against new entrant to the market. Produced robust cognitive model of UX performance impact on purchase decisions covering player/online music service combinations. Accurately predicted demise of MP3 player market based on UX performance of new entrant.
Developed and executed usability study focused on verification and optimization of new UX design for new in-store photo kiosk. Study focused on testing of UX in wireframe and final formats with emphasis on rapid response (AGILE) updates based on objective user behaviors determined through formal usability testing. Utilized comprehensive lab-based testing methodology based on information-seeking behavior analysis.
Conducted large-sample international usability and engagement analysis of complex financial website and protected interactive content. Designed and executed study covering 5 global customer markets in the U.S., Asia, Europe, South America and the Middle East. Executed complex factor analysis leading to identification of key factors and provided detailed optimization strategy.
Executed complex, large-sample online study design, data collection and analysis of online giving behaviors for contributors to IRC causes. Investigated image attributes, online giving platforms, IRC web site and IRC image descriptors. Executed complex factor analysis and identified core attributes that lead to increased giving by high-value contributors in cause-based NGOs.
Executed detailed UX heuristics analysis of world-famous rock musician’s promotional web presence. Created brand attributes profile matrix of artist’s key engagement variables and matched to design of existing web presentation. Provided detailed recommendations for enhancement of web presence as required to bring web presentation into alignment with artist’s perceived brand attributes and key audience image variables.
We have executed extensive ergonomic analysis and optimization in many complex process control workstation environments covering fossil and nuclear power generation, high-volume production process in a wide range of industry sectors. Our experience covers entire control center/room design, workstation design, large-field view displays and workstation configurations. We have conducted research in numerous highly secure, confidential environments on a global basis.
Executed extensive ergonomic analysis and optimization of a wide range of operator control environments ranging from tractors to high performance flight deck design. Executed detailed analysis and benchmarking studies focusing on optimization of cognitive, biomechanical and anthropometric factors in complex operator control environments.
Conducted formal heuristics analysis of existing complex screen-based asset trading and valuation system for use by large hedge funds. Identified decision-making and related task flows. Provided detailed design recommendations for improving overall user engagement and usability of the system. Data provided framework for redesign of UI based on existing software limitations.
Executed large-scale online competitive usability and UX optimization studies focused on identification of key interaction attributes that were correlated with site engagement and repeat use patterns. Designed, programmed and managed online data gathering tools used in complex longitudinal studies of leading social networks. Conducted data and trend analysis on very large-sample online usability testing programs with 10,000+ respondents.
For leading development teams of online computer games and virtual worlds conducted extensive design research focused on identification and categorization of interactive game attributes that can be correlated with user engagement. Provided framework for conceptual development, design and testing of online game to reduce risk of failure and improve engagement.
Executed complex benchmarking study of large e-com website directed at identification of critical task failures and related customer interaction pathways leading to low customer retention rates. Designed formal usability study framework based on business-case modeling and customer experience optimization model. Executed large-sample, lab-based study utilizing observational recording of user behaviors correlated with eye-tracking data. Research methodology based on cognitive model of search in complex data sets.
Founded in 1975 we have more experience in usability testing than any other U.S. consulting firm. We have conducted 2500+ usability studies from Wall Street to Main Street. We have working knowledge of all core research methodologies and are well known for complex, customized usability testing programs that address business-critical problems.
Executed several generations of complex usability studies focused on optimization of web-based home banking applications. Developed and executed overall and detailed guidelines for execution of consumer usability studies in global markets. Produced several ongoing usability and brand engagement optimization programs for new online customer service applications.
Conducted extensive, complex longitudinal UX testing on core MTV.com site over a 3-year period. Developed UX optimization strategies and provided conceptual direction for modifications to site over several iterations. Site performance increased from 5th to 1st on ComScore ratings over the period of optimization.
Conducted largest virtual-world user engagement analysis to date. Executed studies that tracked in-world UX design versus real-world brand engagement behaviors for leading global brands. Created first deep understanding of psychological binding between avatars’ and users’ real world identities. Studies utilized 6+ terabytes of data covering 6 virtual worlds.
Working with DOD development teams and large aerospace contractor executed complex professional HFE heuristics analysis of military recruit intake processing on a national basis. Conducted detailed task analysis of existing process, identified key usability and visualization factors and provided detailed recommendations for HFE enhancement of process, software/display design, user training and system management.
In a multi-year effort, MNM executed complex human factors engineering research and workstation / user interface design programs resulting in creation of new generation of mission control centers for NASA Space Shuttle operations. Solutions resulted in verified improvements in critical launch information display and operator mission management including cross-training and task sharing functions. Solution propagated to Shuttle operations centers on a global basis. MNM received NASA Special Service Citation for this effort.
MNM has provided consulting and testifying expert services for design patent, utility patent, trade dress and copyright matters covering GUI design and product design. We have participated in over 75 major cases on behalf of the world’s most successful high-technology companies and work routinely with leading law firms. We speak at major IP conferences and are on the planning board for USPTO conferences. Mr. Mauro was the first design/research professional invited to speak at the UC Berkeley Federal Judicial Center training seminar for federal judges. The firm has provided critical content for a number of recent high-profile amicus briefs related to design patent rulings at the Federal Circuit. We have also taken a leading role in production of one of the high-profile briefs for SCOTUS in Apple v. Samsung.
Executed detailed task analysis of trading functions on floor of NYSE over 3 month period. Developed hardware/display design configuration for first successful hand-held trading systems used on floor of NYSE. Development focused on cognitive and biomechanical aspects of hand-held device design. Produced simulations and executed user verification testing of device configurations. Solutions employed as templates for HHD device design.
Executed detailed ergonomic task analysis of product design task functions for Tiffany and Company. Created adjustable workstation configuration optimized to reduce repetitive motion disorders in the use of high-end CAD programs and related software. Produced full-scale mockups and conducted user verification testing. Coordinate final production for 45 workstations and layout of entire department.
Conducted ergonomic task analysis of micro-level jewelry production and polishing tasks. Created standardized ergonomic evaluation methodology and produced robust solutions for design of new jewelry production workstations. Solutions produced dramatic reduction in workplace ergonomic related health factors. Design verified through extensive user testing. Coordinated production of complex workstation solution. MauroNewMedia recieved the 2013 Stanley Caplan User Centered Design Award.
Working in conjunction with large engineering teams and consultants executed complex ergonomic analysis projects in the power generation sector. Programs included control rooms, testing equipment, tools, component parts and process/procedure design for clients including: Consolidated Edison, New Jersey Power and Light, Louisiana Power and Light, Weir Minerals…and others.
Prior to development of advanced ergonomic workstation for the Longaberger company MNM executed a complex micro-level task analysis for production of high-end basket making. The analysis focused on formal identification of risk factors and production performance variables that could be mitigated or reduced through enhanced workstation design and training. Research lead to design of new production workstation.
Executed extensive ergonomic analysis and optimization of a wide range of hand-held industrial tools and related use procedures and training. Conducted ergonomic analysis in wide range of industrial settings and production environments on a global basis. Produced extensive recommendations for improvements to hand-tool design and related proper-use training guides.
We have executed groundbreaking ergonomic analysis programs for complex hand-held medical devices for consumer and commercial drug delivery systems. These programs included development of ergonomic product performance measures fully verified through rigorous user testing based on IRB approvals. These projects included development of proprietary 3D device tracking and ergonomic optimization processes.
Executed extensive complex ergonomic analysis of computer-based workstations for consumer and commercial applications. These programs included examination of physical ergonomic attributes of existing and prototype workstation configurations combined with screen-based content organization and optimization. We have extensive experience in many industry sectors and verticals.
We have executed extensive ergonomic analysis and optimization programs in numerous industrial maintenance application areas. The focus of these studies and related optimization programs was the benchmarking and creation of updated, ergonomically robust and reliable maintenance procedures and related supporting hardware and software. We have extensive experience with represented workers in this category of ergonomic research.
Conducted extensive usability and information transfer analysis of online content categories and presentation formats focused on defining information structures that had the greatest impact on clinical outcomes of cancer patients.
FDA Human Factors Engineering Guidance Is Now Serious Business. Pharmaceutical companies can now have their new drugs rejected by the FDA based on how usable and understandable the delivery device and labeling is for the intended patient population. This new factor has for the first time placed professional usability testing and human factors engineering at the core of successful drug development and market acceptance. MAURO Usability Science (founded 1975) has completed a four-year development effort focused on providing leading drug device development groups with a robust new suite of highly focused and powerful new testing methods designed to meet FDA human factors guidance. These new techniques provide multi-dimensional and scientifically valid data on patient interactions with the entire drug delivery patient experience. Select MORE below for a detailed review of benefits and functions.
In numerous multi-year engagements, MNM conducted complex human factors engineering research and product design programs for leading medical and pharmaceutical entities covering imaging systems, drug delivery devices, emergency care / ICU systems and surgical devices with a focus on both software driven, screen-based interfaces and hardware configurations. MNM has executed large sample formative and summative studies for FDA approval. MNM received the Alexander C. Williams Award / Human Factors and Ergonomics Society for medical systems design.
Executed complex analysis of the relationship between cancer information presentation frameworks and patient clinical outcomes. Identified key knowledge domains for cancer patients based on analysis of 2.5 million message board posts between cancer patients, doctors and HCPs. Provided robust view of relationship between information presentation format and clinical outcomes.
Conducted extensive professional human factors engineering heuristics on complex medical products, drug delivery devices, imaging systems, patient EMRs and related processes. Created and utilized specialized heuristics rule sets directed at FDA HE 75 guidelines. Provided extensive design optimization recommendations with verified HFE performance improvements. Clients include GE, Johnson and Johnson, Pfizer and others.
Medical packaging is viewed by the FDA as a critical component of usability and must be considered in the HFE evaluation of drug delivery devices and products. We work with leading clients to ensure that FDA guidance human factors engineering performance criteria are documented and employed in the development of packaging for FDA approval. MUS provides subject matter expertise, HFE audits, information analysis, cognitive task analysis and formal usability testing during development to confirm HFE performance is verified and documented before, during and after approval by the FDA.
Based on execution of detailed competitive market and product analysis covering UX design innovations in the music technology sector, created a strategic UX innovation framework for addressing dramatic increases in competition brought about by a new major entrant to the online music technology space. Proposed to top management realignment of strategic thinking related to experience optimization of core products and services. Proposed robust user-centered development methodology for increasing competitiveness on a global scale.
Designed and executed complex study to determine the effectiveness of the pedestrian warning system known as the LOOK! campaign funded by NYC DOT. This study utilized existing and updated observational methods and mental models of pedestrian behavior to determine whether or not the proposed graphic warning system was effective. Study produced robust insights into NYC pedestrian behaviors as a function of the LOOK! solution and other factors. This research was funded by Mauro Usability Science in conjunction with the New School for Social Research.
Working with DOD subject matter experts developed new methodology for visualizing the movement of large numbers of military personal through various processing centers and related travel activities. Solution dramatically reduced cognitive workload, training time and staffing requirements based on new event visualization scheme and related display configurations.
Conducted detailed HFE research with leading futures trading firms in US and Europe. Created cognitive model of complex futures spread-trading dynamics and related data sets. Produced interaction framework and UI design that optimized decision making and event tracking for large asset commitments. Numerous patents issued on core visualization concepts.
Executed complex analysis of the relationship between cancer information presentation frameworks and patient clinical outcomes. Identified key knowledge domains for cancer patients based on analysis of 2.5 million message board posts between cancer patients, doctors and HCPs. Provided robust view of relationship between information presentation format and clinical outcomes.
Created first high-performance online trading platform for consumer applications. Produced comprehensive portfolio management and trading interface that optimized consumer’s ability to visualize rapid changes in market conditions and to reduce risk. Design resulted in award of seminal GUI trading system patent cited in all major trading GUI cases and prior art references. Key innovations present in many trading platforms in use today.
Based on HFE research and cognitive modeling MNM formulated for the first time the ability to visualize equities market dynamics in terms of order flow and position balance on a single screen in a rapidly changing market. Solution dramatically reduced cognitive workload of NYSE Specialists and Brokers while reducing decision errors in active market conditions. Solution adopted by exchanges/platforms worldwide.
Based on extensive critical incident analysis and event modeling developed visualization system for tracking marathon training sessions and related physical conditioning so that participants could predict possible injury conditions with sufficient advanced notice to take corrective action and increase event completion rates and related fund raising goals.
The following are a series of special UX Optimization and Usability Testing application areas where we have developed deep experience. These are just a few of the many industry sectors where we have produced outstanding results for leading clients and startups.
We have been deeply involved in complex medical device human factors engineering research, design, and testing for more than 35 years. Our experience includes design and execution of formative and summative usability testing programs for complex medical devices and software as defined under FDA guidelines. We are well versed in all related formal testing protocols as required by various regulatory agencies. Our research experience includes complex recruiting and testing programs for large sample medical device testing.
Based on our extensive experience in user interface design for both software and hardware applications, we are uniquely qualified to solve complex human factors engineering problems early in formative development. This experience saves you the expense of complex and costly redesign later in the development cycle.
At MUS we employ AGILE and robust user interface simulations to model and test medical device design solutions during formative development phases. We are also experienced in the design and testing of all related procedures and instructional materials for complex medical device management and user training. We have extensive experience with many clinical modalities and patient/caregiver/HCP profiles.
Senior partners of the firm also have extensive experience as expert witnesses in complex litigation related to utility and design patents and related matters. We have represented many of the world’s leading corporations as experts in product design, user interface design and human factors engineering. We are well versed in the all major aspects of intellectual property protection and litigation related to medical device design and use.
It is generally well understood that the world of screen-based interactions of all types are rapidly migrating to presentation on mobile devices. This migration presents development teams with a special set of user experience design problems. Specifically, the ultimate usability of mobile devices extends across two domains: the physical ergonomics of the device and the interaction framework of the screen-based functions and features. We are uniquely qualified in both device ergonomics and user interface usability testing. Our experience includes usability engineering and UI design for mobile systems running at the heart of the world economy today. We offer clients robust and industry-proven mobile usability testing and UX optimization expertise, custom configured to meet your specific development objectives, lead times and user profile requirements. We employ specialized mobile device usability testing methods that can produce large data sets in short time frames, thus increasing the statistical reliability of data generated in usability testing programs. We have consulted for the world’s leading mobile device companies providing expertise in usability testing, UX optimization, and expert heuristics audits.
Over the past 15 years, we have executed usability testing programs for several of the world’s primary markets and market makers, including major projects for the New York Stock Exchange, Goldman Sachs, Trading Technologies, Inc., Wit Capital/Soundview, and other leading financial institutions. We have financial trading systems experience covering all phases of usability research, including business objectives development, needs analysis, task analysis, trading floor ethnography, and cognitive modeling of high-risk decision making. We have developed usability testing programs for a wide range of profiles and have extensive experience analyzing and developing consumer online systems including home banking, trading, and financial planning. Our trading solutions are running at the heart of the world economy.
A primary business problem all large media companies face today is how to successfully migrate their traditional media properties to the 4 interconnected and increasingly transparent delivery platforms of TV, web, mobile, and virtual. We have worked with the world’s most successful media companies to design and execute complex, cross-platform usability and user experience studies that address this difficult customer engagement problem. Our research methods have proven effective in helping major media companies understand and optimize their migration to successful new media business models.
Online gaming and virtual reality are two of the primary forces of the “NEW” new media. Avatar-based interfaces allow customers to play in synthetic environments, creating a staggering opportunity for those who understand the psychological impact and the primary customer experience design challenges. Effective and reliable research in these new virtual worlds and gaming interfaces drives success. At MUS, we have pioneered research programs for some of the largest gaming and virtual world commercial projects in recent history. Using these new methods for conducting research in gaming and virtual worlds, we have developed a deep understanding of the user and avatar behaviors and related functions that drive deep immersion and expand in-world social networking participation. Our research services have been used extensively to answer critical user experience questions related to how customers respond to gaming and virtual world interfaces.
Understanding your critical user profiles (personas) is critical to understanding how to create and support a successful product or service. For more than 25 years, we have created complex user profiles for a wide range of products and services, ranging from personas for cancer patients to brokers executing trades on the floor of the New York Stock Exchange. In all of these projects, we employ a combination of professional user testing, observational research, and interview methodologies to develop interactive persona solutions that combine the latest data with the most appropriate and reliable research methods.