Client
An international communications technology company
Project Characteristics
Service Design, Cutting-edge Technology, Usability Test, Expert Review
Industry
Communication, IT
Project Description
One of the technology world leaders used an immersive telepresence system developed by another major technology company. Users of the system had reported issues and difficulties using the system. The User Experience Center applied service design combined with expert review and usability testing.
Project Goals
- Evaluate where users encounter difficulties with the equipment.
- Provide recommendations on how the concierge service can alleviate these issues in the short term until they are fixed permanently.
- Provide recommendations on how the system can be improved long term.
Challenges
- Rapidly gain a thorough understanding of the system and how it ties in to the concierge service.
- Work with the client’s project schedule to ensure their work was not being severely disrupted.
- Understanding issues and user needs, without having access to one core user group (C-suite executives).
Outcome
By working closely with the concierge team, we were able to gain a good understanding of the system and their point of view. Once we had an understanding, we were able to identify issues through interviews, usability testing, and observations. The service design process provided actionable improvements, both short and long term.