Practice Areas

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How we work

We combine specialized sector knowledge into teams comprising of usability experts from different disciplines to work closely together.

These teams can be assembled in a short period of time. With the formation of these teams, specific solutions are developed and designed for these industries or sectors.

These solutions have been tested, implemented and have shown positive results for a number of clients.

Mobile Usability

Usability of Mobile Devices and Mobile Device Applications

Mobile devices are the most pervasive computing devices in the world. The challenge is to design usable, engaging and effective services on mobile devices with all their specifi c limitations and opportunities.

Case Study: We needed to find out what kind of mobile e-learning application would best serve the retail staff in mobile phone shops in Dubai and Hong Kong, so as to help them pick up the usage of the phones faster.

Cross-cultural Usability

Addressing Usability issues across different cultures (countries, cities, languages)

With cultural diversity, there is no such thing as a one size fits all approach. Cultural differences need to be understood and addressed while delivering solutions within optimized cost and effort.

Case Study: We were hired to determine an improved QWERTY layout for a mobile device in the Middle East. Due to the nature of the arabic language that is read from right to left, the usage patterns and user needs were unique.

eGovernment Usability

Usability of Government Portals and Online Services for public access

We have helped play a part in raise the ranking for the Singapore eGovernment through usability – paving the way to a Customer-centric eGovernment.

Case Study: The Singapore eCitizen Website. The objective was to gather rich, comprehensive and qualitative information about its potential users, especially their interactive behaviours, relationships and expectations.

Digital Signage Usability

Usability of Digital Signs and other interactive signs

While digital signage enables retailers to capture customer attention with rich media that communicate their brand messaging, it often suffers from poor usability for casual users.

Public access systems must be immediately attractive, engaging and usable to be successful. Potential users typically have no prior experience with the interface.

Web Usability

Usability of web-based applications, ecommerce websites and intranets

Case Study: The Ministry of Defence Intranet. The objective was to develop usability goals for the implementation of usability best practices across Intranet portal modules.

IVR Usability

Usability of Interactive Voice Response Systems

Thousands of applications – from airline reservations to phone banking – use phone-based interfaces to provide information to callers and to request input. Experience with poorly designed phone-based interfaces has led to widespread dissatisfaction. 

Case Study: The 999 Service for the Police Force, where the objective was to find out and improve the experience of the public in the use of this service.

Kiosk Usability

Usability of Kiosks, ATM machines and other interactive public terminals

Kiosk systems are walk-up-and-use, networked, multimedia terminals located at public places such as bus interchanges, train stations and shopping malls. Like digital signage, users of public kiosks have a very short attention span. Ease of use being critical.

Case Study: AXS kiosks island-wide Singapore. We gathered rich, comprehensive information about how users perceive and use digital bill payment services in general and AXS bill payment service in particular to capture the users’ mental model.