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Goal: To develop a set of interfaces to improve call center accuracy and efficiency, while retaining user access to complex sets of financial data at Fidelity Financial Services.

Outcome: We conducted the entire scope of user research and design, including organizational study, interviews, task analysis, and data requirements gathering; creating a specifications document; developing interface wireframes; conducting usability and user acceptance tests on the prototype; and mapping out logic requirements for the project’s second phase. The design and functionality received high praise from both management and workers. We were invited back by management to lead research and design efforts on future projects.