Radiant accelerated Verizon’s Enterprise Transformation with an evidence-based User Experience (UX) project that simplified the user experience for over 10,000 workers in the Network Systems Engineering group.
Radiant worked with our client to prioritize user experience, identify user interface and workflow inefficiencies that, if addressed, would increase productivity and yield significant cost savings.
Verizon’s Network Systems Engineering ecosystem consisted of +20 applications used by over 10,000 employees to provision services around the globe.
Daily tasks were arduous and cumbersome. End users juggled work between disparate applications, each having a unique user interface (UI) and user experience (UX.) Workflows cut across multiple applications, requiring users to ‘swivel chair’ between interfaces constantly. The cognitive load was overwhelming. Carrying out even simple tasks was inefficient for users.
Radiant implemented an evidence-based program focused on our guiding principles for next generation user experience.
Our approach was focused on increasing system consistency, predictability and learnability. Our solution guided users through tasks with the minimum number of steps, streamlining work, and automating unnecessary manual processes. Through iterative, user-focused design, we developed a single unified interface that is:
ADAPTIVE:Bend the technology to the user; rather than vice versa
CONTEXTUAL: Account for the user beyond the interface
INTUITIVE:Focus on the task not the process
EFFICIENT:Reduce the user’s cognitive load
ANTICIPATORY: Understand the user’s needs before they emerge
In partnership with our customer, we developed a number of innovative features that improved UX, such as:
These features are enabled by integrating with leading edge technologies like SOLR, RPA Automation Anywhere, IBM Clickstream Analytics, and Machine Learning. These are supported by web-standard technologies such as HTML5, CSS2 and AngularJS.
The results of the project are compelling. With a completely unified and thoroughly transformed user experience, nSPOG has provided measurable improvements for the users: increased satisfaction, efficiency and reduced errors, clicks, screens and chair swivels.
With a completely unified and thoroughly transformed user experience, the “Network Single Pane of Glass” has provided measurable results for our customer’s business and users.
Clickstream analytics and usability studies have identified:
Up to 60% reduction in the time to perform a typical task
80% reduction in chair-swivels50% reduction in clicks to complete a task
50% reduction in screens visited to complete a task
How Radiant can help your organization achieve next generation user experience? Contact us today.