Advanced User-Centered Design
Quite often, enterprise systems are developed by technologists focused on features and functionality rather than human interaction. User-Centered Design (UCD) is the process of designing system interfaces from the perspective of optimal and efficient use by a human user.
When applied to cruise company internal and external audiences such as web users, travel agents, or call center agents, poor usability can result in transactional friction, where transactions fail or take longer to complete. This can be due to a number of factors including user frustration through difficulty in navigating a complex system, or reduced operational performance. Crosstrees has proven experience in significantly improving system usability directly impacting operational costs and revenues for cruise companies.
- Web and public presence heuristic review of usability
- Listen-in and review with expert, intermediate & novice users, and their management
- Information architecture and workflow analysis
- Metrics review and gap analysis
- Definition of the strategic objectives
- Identification of hot spot pain points
- Impact analysis of potential changes
- Prioritization of tasks
- Alignment with overall technical backlog
- Governing style and communication standards
- Interactions, navigation flows, wireframes, prototypes
- System integration requirements
- Iterative client review and design
- User documentation development
Development and testing
- Development and implementation carrying the usability guidelines
- Iterative testing with the user community
- Training materials and sessions
- Release notes, cheat sheets, etc.