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User-centred design cuts support calls by 90%

Here's a great case on how prototyping and early involvement of users pays off. Because McAfee made user interface design of their ProtectionPilot a prime directive, they ended up with a great product and received approximately one-tenth of the support calls that the company would expect.

The article lists 23 tips gleaned from McAfee and their design team.


  • Clean, cutting-edge UI design cuts McAfee's support calls by 90%

Henrik Olsen - October 17, 2005 - via Dey Alexander

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See also: Cost-justification and ROI (18)  Wireframing and prototyping (29)  Usability testing (29) 



How to use eye-tracking for website redesigns

This case study by Eyetools demonstrates how eye-tracking analysis can be used for guiding a redesign of a website. The before and after heat maps reveal significant improvements to users attention to content and navigation on a home page.


Henrik Olsen - March 24, 2005

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See also: Eye-tracking (6) 



Personas and the customer decision-making process

The Q3 2003 issue of GUUUI features a case study showing how the use of personas can help us capture the nature of online customers and design for their needs and concerns, as they progress through the customer decision-making process.


Henrik Olsen - July 01, 2003

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See also: Personas (13) 



Story of an Intranet Redesign

Dr. Keith Robinson has written a story about how he and his team redesigned a hospital Intranet. He takes us through the whole process from the initial considerations to implementation. The nice thing about the story is that it includes all the subtle problems, which are common in web projects, but seldom discussed or theorized about, such as user having adjusted to the existing site, internal politics, time pressure, budget, and having to compromise with technology.


  • Story of an Intranet Redesign

Henrik Olsen - March 25, 2003

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The design process behind BBCi

When redesigning large websites, you need to do a lot of research etc. Useally the site owners will not pay for extencively work in research, but sometimes people is doing it right!

Matt Jones has released the 86 page document "The Glass Wall", which describes the research methods used in the redesign of BBCi and what an interesting paper it is.


  • The Glass Walll
  • HÝrup's Technology Log entry

Jens HÝrup - January 12, 2003 - via HÝrup's Technology Log

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See also: The design process (14) 



iHotelier: Demonstrating the Potential of Flash for Web App Design

From a design perspective, creating a successful hotel reservation system can be one of the more complex user experiences.

Christine Perfetti (UIE) wrote about a Flash-based hotel reservation system that has recently caught attention: iHotelier.

It demonstrates how Flash-based applications can deliver users positive experiences, where HTML, DHTML and even sophisticated JavaScripting leave off.


Pieter-Jan Pruuost - December 12, 2002

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See also: Flash (6) 



Accessibility and Usability

Anitra Pavka writes a great article that covers the lawsuit over Southwest's website and the "Accountability of Accessibility and Usability." For those who are still wondering why usability is important, you should read this article.


  • Accountability of Accessibility and Usability

Nick Finck - November 07, 2002

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See also: Accessibility (10) 



Flow Interactive case studies

Some interesting usability case studies which look at Interaction design, Usability testing, Expert evaluations and User-centred design workshops.


  • BBC Radio 4 Usability Case Study

ben hyde - November 05, 2002

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Case of an Entertainment Club Website

Faced with low conversion rates from online advertising, the DVD and music club Columbia House decided to redesign their site. Going through an iterative and user-centred design process, the redesign led to a 180% increase in conversion rates (buying customers). The improvements included:

- A one page sign up form
- A streamlined checkout process
- A reduced product selection that doesn't overwhelm customers with too many choices
- A simple interface that enables users to quickly select multiple products with minimum page navigation and interaction
- An integration of the chart into the product selection page giving immediate feedback when products are added


Henrik Olsen - August 29, 2002

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Adventures in Low Fidelity: Designing Search for Egreetings

Cris Farnum's story of a redesign of Egreetings proves the importance of testing early prototypes, by showing how even experienced interaction designers can be wrong and how we have to accept that usability tests can fail concepts, which we believe to be superior.

The article is also an interesting case on testing paper prototypes - or "tabletops", as Farnum calls it. I especially like their use of laminated printouts of screens, which the users can write on with a thin whiteboard marker.


  • The article Adventures in Low Fidelity: Designing Search for Egreetings

Henrik Olsen - August 01, 2002

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See also: Usability testing (29)  Wireframing and prototyping (29) 

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