Archive for the ‘User Experience’ Category

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We just finished an international user study for an American internet company, testing its German, French, and English online offerings for European jobseekers with selected private and professional users. We explored culture-specific user preferences in the different markets, identified numerous usability issues and documented the most critical ones with video, and derived recommendations for a redesign.

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Scheduling systems are crucial for a satisfactory customer journey. You have to take into account the requirements of different stakeholder groups, in particular the customers organisation and contact persons, the service provider, and the organization of the provider. For a technical inspection organization, we develop an improved disposition system together with inspection engineers and customers.

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We delivered an international ethnography with European Jobseekers. Our client is determined to change the careers industry with new online services. We had the chance to closely collaborate with one of their most outstanding teams exploring the job seeking journey in two European countries. Field interviews with 24 job seekers, profile writing, pattern recognition delivered strategic insights how to approach the new markets. We synthesized several relevant issues such as self-management and building up momentum, trading-off ideals against immediate benefits, projecting a big picture strategy and learning to apply different media, and need for tactical support (writing CVs, cover letters and improving interview skills). We are looking forward to continue our cooperation in the new year.

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Within a new project, we help a new client of ours to understand jobseekers' challenges and views across the whole application process (from looking for potential employers, to creating a CV and cover letter, to interviewing) in different European countries. Our client is an online business that helps people to successfully find, apply and interview for jobs. From our empirical insights, we will derive recommendations to improve the customer experience and expanding our product offering of our client.

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We have successfully completed an ethnographic research and customer journey project for TUEV NORD Mobility. Together with representatives from our client, we created 3 future state journeys, came up with 10 new concepts, 56 ideas and a lot of newly discovered or reformulated challenges for digitization and organizational development. Adding on to the promised results we also delivered two executive posters, one summing up the key insights and the other one providing an overview of the current customer journey and three future state journeys for different personas. We thank our client representatives for the excellent cooperation!

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We started a series of co-creation workshops with stakeholders of a new client from om the automotive industry. Potential customers contribute to designing an online shop based on rapid paper prototyping and card sorting exercises. Retailers are invited to participate in the co-creation of new business models that are attractive for themselves, for customers and the manufacturer. Bringing different parties together, and facilitating their interaction we co-produce a mutually valued outcome. A major result in this case will be the design concepts for an online shop suited to different target groups.

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We finished an international field study in Italy, France and Spain for a large automotive client. Gathering speech data in real driving situations, audio editing and annotating utterances from drivers our international team contributes to the development of next generation speech recognition and infotainment systems. The project adds on to valuable results from a speech recognition study in Germany we conducted earlier this year.

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We support a large airline to establish user experience as a key differentiating factor of a large software package of safety-critical applications such as flight planning for worldwide clients. Recommendations for prototype redesign were derived from empirical and expert evaluations. Together with findings from paper prototyping they contributed substantially to an improved interaction design of the system. Extending an initial generic style guide all interaction design solutions have been documented through design patterns and a style guide that will be the basis for future extensions and newly developed systems. Our immediate client and its clients we worked with in the testing sessions were highly satisfied with the proceeding and the results. We are continuing our cooperation.

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