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“Read Our Article About The Internet Language As Featured In

PROJECT:
A Fortune 100 intranet portal site had developed over the years into a large and confusing collection of links and content. Productivity directly related to the bottom line suffered as employees had difficulty quickly navigating to relevant content for their everyday work processes.

Tools & Methodologies Used
Portable Usability Lab, Card Sorting Software, Custom Consulting

Solution
A streamlined and efficient interface that allowed users to quickly access mission-critical content and links used on a daily basis and easily find important content that needed to be found less frequently. The Elliott Group used a portable usability lab and specialized software to identify issues and develop an information architecture for multiple user groups on the portal including: business principals, sales force members, service managers and advisors and department managers. Design directives also took into account users’ knowledge and familiarity with the existing portal design.
  Benefits  
Increased productivity as less time is spent searching for content, and the content is more quickly integrated with their work process.  
More reliable and efficient dissemination of content.  
Smooth transition from the new to the old interface with a limited learning curve.  
Communication and server cost reduction.  

PROJECT:
Major national US bank needed to make significant changes to their online banking services in order to remain competitive in the online banking space.

Tools & Methodologies Used:
Segmentation Checker™, Concept Generator™, Focus Groups

Solution:
Development directives to guide management through a major overhaul of their online banking services. The Elliott Group used focus groups to assess various online banking concepts and services. Careful segmentation of test subjects by their general online experience as well as by their information and online banking service usage helped to create valuable insights, sound assessments and reliable indicators of customer reaction to the new services.
  Benefits  
Less money spent overall on the development of the new services as less resources were spent correcting mistakes later in the process.  
Improved customer satisfaction as the online services better met the customer needs.  
Improved positioning of online offering vis-à-vis competitors in their market.  

PROJECT:
Online retailer of specialty motorcycle parts needed to quickly enhance and optimize their website to increase conversion rates and revenue but could not afford full-blown usability testing.

Tools & Methodologies Used:

Interface Checker™, EZ-Points Developer Report

Solution:
The Elliott Group used our proprietary Interface Checker™ service to analyze the website and make specific recommendations for improvements. The rules-based analysis was provided in our easy to read and understand EZ-Points Developer Report format for fast knowledge transfer to the development team.
  Benefits  
In one week the retailer had a comprehensive set of directives for making improvements to their website. As a result of these changes the retailer’s:
Conversion rate increased 42% from 1.2% to 1.7%
Average purchase amount increased 15%
Number of items purchased increased by one item for every two customers

 
The development team was able to carry forward knowledge they learned about website design during this project into future website changes.  

PROJECT:
Leading electronic content provider wanted to better understand the “library of the future” for multiple user segments and test preliminary electronic information service concepts that included both proprietary and certified content.

Tools & Methodologies Used:
Segmentation Checker™, Concept Generator™, Focus Groups

Solution:
Developed important insights into key user segments and assessed a range of concepts for new services to guide management in their strategic development decisions. Using a series of focus groups and careful segmentation of library users according to their information behaviors, The Elliott Group tested new service concepts and profiled “library of the future” users.
  Benefits  
Key information needs and drivers for market segments were revealed.  
Preliminary concepts were assessed and prioritized for the next stage of development.  
New market requirements for key user segments were identified.  

PROJECT:
Internal and third party website developers of a Fortune 100 company needed to better understand the online consumer and the implications for future website development to make development decisions and allocate resources.

Tools & Methodologies Used:
User Rules™ framework, User Rules™ Relationship Model

Solution:
The Elliott Group presented a User Rules™ seminar explaining the online customer, their information behaviors, their shopping trends, Infographic™ Profiling and the design implications for website developers. The seminar content was based on primary research with online shoppers, predominantly usability lab testing, that had been distilled and formulated into a comprehensive framework.
  Benefits  
Developers were provided with a perspective of the online customer that helped them anticipate the next stage of website development rather than react to the market.
 
The framework provided a more user-centric and disciplined approach to analyzing the effectiveness of website content and functionality.  
Website managers and developers could make development decisions with more objectivity and confidence.  

PROJECT:
Big Three automotive manufacturer was rolling out a major new information technology initiative involving both hardware systems and software applications to create a paperless environment in dealership sales and service departments.

Tools & Methodologies Used:
Custom Consulting, Surveys, On-Site Interviews, Ethnographic Studies

Solution:
Conducted a pre-implementation assessment to surface and understand intended users (demand-side) factors that would affect the implementation and national rollout of the new technology. The Elliott Group used a combination of surveys, on-site interviews and ethnographic studies with a range of stakeholders including: principals, general managers, service managers, service advisors and technicians to understand how the implementation would integrate with their current work processes.
  Benefits  
A higher degree of success for the national rollout of the initiative through:
Identification of key obstacles and issues for a successful rollout including those related to organizational structure, employee incentives, current work processes, and existing technology systems.
A prioritization of the initiative’s components for a staged rollout based upon their likelihood of acceptance and usage by the intended segments.
Identification of training content needs and most effective training methods for the initiative’s various components by user segment.
 
Identification of key obstacles and issues for a successful rollout including those related to organizational structure, employee incentives, current work processes, and existing technology systems.  
A prioritization of the initiative’s components for a staged rollout based upon their likelihood of acceptance and usage by the intended segments.  
Identification of training content needs and most effective training methods for the initiative’s various components by user segment.  
 
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