Case Studies

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Case Studies

We don't just scope projects.

Gavin Lew on delivering exceptional user experiences from User Centric on Vimeo

We are focused on the user, the patient, the employee, the customer, the agent - no matter the term, we focus on the person and their experience.

Whether it's a kiosk or medical device, our proven methods are creatively engaged to answer clients' questions and strategically present solutions.

While we manage roughly 150 studies annually, we've selected a few studies that demonstrate our capabilities. Allow us to become part of your team to design the approach that will tackle your user experience challenges.

American Academy of Dermatology

Website Usability Testing
Continental Airlines

Mobile Website Usability Testing
Hotel and Resort Company

Web and Mobile Booking Usability and Performance Testing
Houghton Mifflin Harcourt

iPad App Usability Testing with User Centric’s UX iLab
Call Center Application Design

Independent Study and Best Practices Evaluation
Electronic Health Records

Independent Usability and Productivity Study
Localization Report: China

Independent Study
Personal Health Records

Independent Usability Testing and Online Surveys
International Financial Transaction Service

Mobile App Evaluation and Prototype Design
Major Airline

Airport Kiosk Usability Testing
Medical Device Manufacturer

Pediatric Vial Kit 510(k) Usability Testing and Design
Medical Device Manufacturer

Infusion Pump Usability Testing for 510(k) Submission
National Insurance Provider

Intranet Usability Testing, Evaluation, and Design
Pharmaceutical Company

Interactive Tablet PC Sales Tool Usability Testing and Evaluation
Telecom Service Provider

Paper Bill Design and Usability Testing
Multiple Local Airlines

Independent Study: Global Websites Evaluation for World Usability Day
Global Parking Meters

Independent Study: Global Expert Evaluation for World Usability Day
XBox 360

Independent Study: Global Usability Testing for World Usability Day

The American Academy of Dermatology (AAD), the largest dermatologic organization in the world, places high value on patient education and explored engaging ways to provide this information to patients and caregivers of all ages. The creation of a new website, Kids Skin Health, was one of the avenues through which it sought to engage patients.

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Continental Airlines sought to evaluate their mobile website, primarily to ensure optimal usability for users who frequently access flight information through a PDA or a smartphone. In order to perform this assessment, User Centric conducted a lab-based usability test and recruited frequent users of the mobile websites who were intermediate to advanced users.

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An international hotel and resort company wanted to evaluate the current state of booking path performance and user experience on their websites and mobile applications in Brazil and China. User Centric was engaged to execute global research in Rio de Janerio and Shanghai.

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Houghton Mifflin Harcourt (HMH), an established leader in textbook publishing, wanted to assess the utility, usefulness and usability of a newly developed interactive educational application for the iPad. User Centric was tasked with gathering behavioral observations and feedback from both students and teachers.

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Designing user interfaces for call centers is a balancing act that involves the ability to weigh multiple considerations, issues and pressures. While call center operations are an opportunity to enhance the responsiveness and quality of customer service teams, this domain has an inherent complexity that should not be underestimated.

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The promise of electronic health records (EHRs) transforming the medical practice – saving lives, money and time – has been around for some time, yet the fulfillment of this promise in real-world application remains elusive. User Centric set out to provide specific guidance on how to select an EHR that meets criteria for high levels of effectiveness, efficiency and subjective satisfaction among healthcare providers.

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User Centric set out to evaluate sensitivity to language, imagery and other cultural distinctions of 31 Chinese websites of American products, services and brands in six consumer industries: automobile, consumer products, electronics, fast food, service and travel.

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To understand adoption rates of online personal health records (PHRs), User Centric conducted an independent comparative usability study to obtain real user feedback about three existing online personal health record applications, Google Health, Microsoft HealthVault and MyMedicalRecords.com.

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User Centric was tasked with evaluating various aspects of functionalities on the client's mobile phone application, including screen flow, navigation, layout, user awareness of key features and design user interface issues.

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User Centric was tasked with investigating potential usability issues of newly designed screens of an airline’s check-in kiosk. The airline wanted to evaluate the prototype to ensure easy and convenient check-ins for passengers.

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User Centric was asked to propose an approach to assess what difficulties caregivers might have when attempting to assemble the kit and administer medication, so that improvements to the IFU could be made and changes to the kit itself could be recommended prior to carrying out a human factors validation study.

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A major manufacturer of infusion pumps asked User Centric to conduct summative human factors validation testing on a new pump. All research was to be used to apply for pre-market FDA approval.

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A National Insurance Provider engaged User Centric to redesign their entire Intranet, affecting 25,000 pages of content and over 1,800 employees. The existing site proved too difficult for employees to find content and do their jobs effectively.

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A global pharmaceutical company sought to validate the design of a new Interactive Visual Aid (IVA) for tablet PCs. This IVA would facilitate the setup and presentation of sales meetings with physicians.

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A major telecom service provider needed a user-centered design evaluation of their latest paper statement, based on the provider’s new billing algorithm. User Centric was approached to ensure the more simplified paper statement met user expectations, reduced user confusion, and ultimately results in fewer calls to their customer-service center.

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User Centric and the partners of the UXalliance evaluated the websites of independent global airlines. The objective was to assess how well each one had been designed to serve customers in their local markets.

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User Centric and the partners of the UXalliance conducted a global study on parking meters to discover patterns in the design of parking meters around the world. These reviews were then compared to find common challenges of using a parking meter as well as outlining recommendations to overcome those challenges.

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User Centric and the partners of the UXalliance conducted a global usability study of the Xbox 360 to uncover usability issues of this console, compare them with the original Xbox and establish a benchmark for studying future consoles.

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