USABILITY SUPPORT

Usability Support

One of the key issues facing many energy utility web sites today is ownership: digital channel resources (web, IVR, mobile, etc.) tend to be fragmented and shared across the corporation between departments such as Marketing, Corporate Communications, Customer Service and IT. And there are usually a number of players, multiple owners, each with different goals and agendas.
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Quite often, owners are responsible for individual components of the channel, i.e., content, technical infrastructure, self-service, etc. This can and often does lead to inconsistencies and disagreements, particularly with regard to the customer experience. 
Benefits of providing usability oversight in a major web site redesign include: 
  • Provide an objective, outside view from an experienced usability professional
  • Contribute to ensuring the RFP attracts vendors for developing useful, usable and well-designed sites
  • Participate in the vendor selection process
  • Review transactional business process flows to ensure they result in useful, usable and well-designed self-service pages
  • Provide oversight in the implementation of recommendations based on heuristic reviews
  • Interact with the selected vendor and developers to maintain a focus on the usability of all aspects of the web site redesign
  • Help resolve disagreements among designers, developers and stakeholders
  • Provide final review of self-service pages as part of the User Acceptance process
  • Conduct usability testing before launch
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