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.
We believe experiences matter.™
Communications/Mobile
Approximately 40% of User Centric’s work in user experience research is in mobile.
Our passion for the telecom industry runs deep as our management team started their careers in telecom user experience research. While a majority of the engagements occurred in the US, many projects involved international fieldwork across more than 15 countries.
With over 25 clients in the mobile space, including seven of the top eight mobile device manufacturers in the world, no one can match the experience in mobile space we bring to each project. We were one of the first companies to work on next generation gesture-based touch systems and developed requirements for gesture vocabularies.
Download Free Whitepaper: Mobile Device and Mobile Application Usability Testing - FAQs
Best Practices for Designing Mobile Touch Screen Applications
Best Practices for Designing Mobile Applications
Tablet Research
Tablets are the perfect match for User Centric, combining our experience with multi-touch devices, mobile devices and cross-industry applications. We have been successfully testing tablets over many industries in a variety of applications and environments and enjoy finding out how users interact with these devices as much as our clients.
We recognize the subtle differences in mobile touchscreens and tablets. While related to mobile multi-touch, tablet testing and design requires special considerations, as well as unique test lab designs. We have both design and research experience with tablets and continue to learn and test new ways users are applying this technology.
Mobile interfaces often require tailored approaches such as:
- Expert evaluations related to mobile use cases (including frequency of use, one-handed use, leveraging of quick keys, etc)
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Contextual user interviews and ethnography involving:
- Business and consumer context for use
- Domain-specific use related to the mobile application (in the case of enterprise- or business-specific applications)
- Support of key user goals
- testing testing
- Usability testing
- Formative studies (generally qualitative)
- Validation studies (including large-scale comparative studies with multiple devices)
- User interface design and testing for mobile applications
- Native mobile applications
- Web-based mobile applications
Sign up for the free webinar, "Conducting Longitudinal Mobile Studies," on August 21 at 12pm CST.
Mobile Labs
As a global leader in the field of mobile usability testing, we are constantly updating our in-house labs to ensure we have the best possible lab setup to research the latest mobile technology and applications. With so much experience in this area, our unparalleled capabilities and flexibility often surpass client expectations. Visit our UX iLab page to learn about our latest lab technology for testing mobile devices.
Quick Facts: Mobile
- 5000 Participants tested for mobile research
- 250 Projects with mobile devices
- 25 Clients in the mobile space
- 7 Mobile Device Manufacturers
- 5 Mobile third-party application providers
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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.
