10 Client Success Stories: The Power of Experience-Driven Transformation

10 Client Success Stories: The Power of Experience-Driven Transformation

In today’s ultra-competitive marketplace, excelling at customer experience is must. These client success stories demonstrate projekt202’s strengths and capabilities with these strategies.

Figma for Enterprise Designers

Figma for Enterprise Designers

In the current landscape of design, while Sketch has cemented itself as the primary UI/UX daily driver, competitors such as Figma have emerged to push the envelope in their own respects. In this article, projekt202’s Peter Vogt explores the benefits of using Figma as a resource for your design team.

Experience-Driven Software Delivers Increased Revenue, Customer Loyalty and Industry Recognition

Experience-Driven Software Delivers Increased Revenue, Customer Loyalty and Industry Recognition

For over 15 years, projekt202 has helped companies succeed through experience-driven software strategy, design and development.

projekt202 Experts Share Thought Leadership Insights & Strategies to Help Your Team Succeed

projekt202 Experts Share Thought Leadership Insights & Strategies to Help Your Team Succeed

In this collection of Thought Leadership articles, interviews, videos and podcasts, projekt202's experts share their insights on design systems, software development, ROI, UX, digital transformation, best practices for managing teams, and much more.

Does Your Software Deliver Better Digital Experiences That Customers Love?

Does Your Software Deliver Better Digital Experiences That Customers Love?

For over 14 years, projekt202 has helped companies succeed through experience-driven software strategy, design and development.

Advocating for and Hiring UX Designers, Part 1

Advocating for and Hiring UX Designers, Part 1

projekt202 UX Creative Director Josh Christopher shares tips for evaluating the need for and investment in UX hires.

Transversality: Breaking Down Work Silos for a Better Team Experience

Transversality: Breaking Down Work Silos for a Better Team Experience

It takes peers working together to solve projects across business units and practices to achieve true transversality, writes projekt202 Senior PM Julia Preston.

Designing Software for People: projekt202 Wrote the Book

Designing Software for People: projekt202 Wrote the Book

Get your free copy of projekt202's book, Designing Software for People, showcasing our user-observation methodology that drives improved UX for leading brands and creates better digital experiences across their businesses.

Aligning UX Design with User Psychology: An Interview with "Bottlenecks" Author David Evans

Aligning UX Design with User Psychology: An Interview with "Bottlenecks" Author David Evans

Why do some digital experiences engage us, while others do not? projekt202 interviews David Evans about his new book, Bottlenecks: Aligning UX Design with User Psychology, in which he explores psychological constrictions that affect users' receptiveness to digital innovations.

projekt202 Delivers Improved Experience for Global CEO Network

projekt202 Delivers Improved Experience for Global CEO Network

A global CEO platform needed to take its tech presence to the next level. projekt202 harnessed a full tech stack, UX/UI research and proven methodologies to improve the experience for 24,000+ customers.

projekt202 podcast: How projekt202 Delivered the Full Omnichannel Experience for a $60 Billion Retailer

projekt202 podcast: How projekt202 Delivered the Full Omnichannel Experience for a $60 Billion Retailer

In this brand-new podcast, projekt202 Vice President of Technology Paul Tidwell describes how the projekt202 team worked within a tight timeframe to deliver an outstanding omnichannel experience for a $60 billion retailer.

Success Story: Applying an Enterprising Solution for Suite Consistency

Challenge: Applications are running into language barriers

One of the world’s top technology and hardware development companies needed consistency across its enterprise suite of over 80 applications. A streamlined enterprise design language, uniform navigation and standard product guidelines were essential.

Recommendation: Create language and workflow consistency

With its experience-driven design research methodology, projekt202 was asked to improve key workflows for high-revenue products and establish a design-thinking approach within the enterprise organization.

To gain insights into core users, projekt202’s team observed IT administrators, revealing that more than half of the applications were controlled by third-party development teams. In addition, many products had overlaps in functionality.

projekt202 also conducted a visual design exploration that would become the foundation for the company’s enterprise design language. This created a new look and feel to apply to an initial set of core products, showcasing their scalability and flexibility.

Results: Uniform language delivers pronounced revenue increases and brand reception

Applying its synthesized data from direct user observations, projekt202 built a new navigation across large portions of the application suite. The team also created an online repository to facilitate the new enterprise design language and its patterns. With these guidelines, the client established requirements for all third-party teams, which formed a more streamlined, cohesive and integrated suite of applications.

As a result of projekt202’s work:

  • The client’s software as a service (SaaS) revenue has grown dramatically, along with its Net Promoter Score (NPS), a valuable indicator of business performance and brand experience
  • The company bulked up its internal user experience (UX) team from three members to more than 30
  • Employees have access to continuing education on experience-driven design and UX classes, taught by projekt202

projekt202 Takes a User-Centric Approach to Software Design. What a Concept.

By: Ken Hess

Originally Published in ZDNet: May 11, 2015

Summary: Before any projekt202 developers tap in a single line of code on your new application, the design staff spends time with your users to find out how they work, what their needs are, and what makes them efficient. Engaging users in the design phase. What a concept.

Although engaging users during the design phase of an application should be the normal way to do things, it isn’t. Not by any current standards, at least. The philosophy at projekt202 is different than normal. The developers and the design team for an application extensively engage, interview, and observe users before entering a single line of code. CEO David Lancashire and I spoke about projekt202’s unique application design and build philosophy is the exact opposite of “standard” application development. I found it refreshing to know that his teams take user feedback, work habits, needs, and desires into the core of the application design process. What a new and exciting concept it is when a programmer asks a user how to do something. It’s called “Experience-Driven Software Development” and it’s the modern approach to user-centric design.

Maybe this is the new normal for building applications.

Unfortunately, application development usually takes the following path:

  • Initial client meeting, which might or might not include a developer.
  • Requirements gathering for the application covering the type of app, number of users, platform, etc.
  • Developers go into “silent” mode while programming the alpha release of the product.
  • Periodic update meetings to check progress.
  • Alpha release; much fanfare.
  • Feedback on alpha release.
  • Periodic update meetings to check progress.
  • Beta release; much fanfare.
  • Feedback on beta release.
  • Periodic update meetings to check progress.
  • Excuses as to why the product is delayed.
  • Missed milestones.
  • Periodic update meetings to check progress.
  • Conversion of old data into the new application format.
  • Excuses as to why 60 percent of the data will be lost or munged.
  • 1.0 release, much long-awaited fanfare.
  • User complaints, bug reports, application crashes, data loss.
  • Data re-entry.
  • Long overdue patches and updates.
  • Lather. Rinse. Repeat those last three steps.

I’m sorry that this list was painful to read through. It was painful to write. It’s equally painful to live through when having an application built. I didn’t include the pain of dealing with your typical vendor’s offshore (cheap labor) programmers. That’s a whole other painful tale that includes time zone problems, language problems, cultural differences, and misunderstandings of business requirements. There’s no greater joy than to spend an hour (or more) on a phone call and to feel that you’ve accomplished nothing from it.

The end result is that you never get the application that you’ve paid for and your users never get an application that truly works for them. In all, you’ve wasted how much time, labor hours, money on something that really doesn’t work for you.

There is a better way. The projekt202 way.

“The perspective and processes projekt202 is focusing on and perfecting will, over time, become standard operating procedure for any application development project.”– Gartner

Revealing Reality - Fact gathering involves understanding the constraints of the project and then engaging in an observational process to develop a full understanding of the user. The company seeks to fundamentally answer the following question: “What should we be building?”

Focused Innovation - With data points extracted from user observations and other evidence sources, the company puts insights into action and creates a grounded vision for the product and design principles for building it.

Building & Evolving - Cross-functional teams are used to build the software. Scrum-like processes are engaged to plan and execute on the discoveries made in earlier phases.

As you can clearly see, projekt202’s approach is different than the accepted practice of creating applications on the fly with release/trial/error/reprogram/release, etc. The accepted model doesn’t work. It doesn’t work for users. It doesn’t work for companies that pay for the development and it doesn’t work for the application programmers. Missed deadlines, poor application design, low user acceptance, and high maintenance costs are but a few of the reasons why the accepted model doesn’t work.

The user-centric model that projekt202 has developed over the years works. It’s a detour from the normal way of doing things. When you see the projekt202 team working, you might not understand the method behind the madness, but your users will and that’s really what you’re paying for: user acceptance. To empower users in the design and development phases of application development ensures buy-in from the user community because they have had a voice and a hand in creation.

It’s not a culture of complaints; it’s a culture of progress toward a goal–a common goal among designers, developers, and users. It’s a brilliant application development method and one that should be far more common than it is.

Another unique projekt202 feature is that they’d like not only to talk to you, but also to see you. That’s why the team freely publishes their addresses and phone numbers in Addison, Texas; in Austin, Texas; and in Seattle, Washington.

Tablets in the Enterprise: Still a Blank Slate

By Peter Eckert, TechNewsWorld
Published: Wednesday, December 7, 2011

It’s about time to change the stereotypical tablet user from casual and hipster to high-management.

The post-PC world is now; tablets and other mobile devices are beginning to dominate the marketplace. An estimated 45 million tablets will be sold in 2011, three times the number sold in 2010, according to BMO. With that explosion in popularity, it is no surprise they are making their way into the enterprise environment.

From the emergency room to the boardroom, tablets and other mobile devices are decreasing paper-based processes, as well as improving communications, workflows and efficiencies. The linchpin to tablets’ future in the enterprise environment will be the incorporation of a tablet user interface.

In With the New
Filling a different niche than PCs do, tablets will be widely adopted in the enterprise environment in numerous verticals. Eighty percent of businesses will support a workforce using tablets by 2013, according to Gartner (NYSE: IT) Research.

The old computer paradigm of a massive box that takes up half a desk was a result of physical, size and weight limitations; the tablet has lifted these physical barriers, paving the way to excel in mobile and other environments.

Tablets are already used across a swath of sectors, including healthcare, manufacturing, financial services, real estate and retail. Hospitals are using tablets to facilitate information sharing. Instead of fumbling with a pile of charts or rushing back to a desktop, doctors can quickly access a patient’s records, check for medication interactions or view x-rays from anywhere in the hospital.

Financial institutions are leveraging these devices to streamline loan applications. Architects are bringing tablets to meetings to show blueprints and floor plans that can be updated on the fly; previously, mounds of printed plans would be out of date the second an alteration was made.

Retailers are implementing tablets to have roaming checkouts, price checks and inventory records. Airplane pilots use tablets for charts and other navigational tasks. These applications are just the tip of the iceberg — enterprise tablet uses will develop with the product itself.

Despite all the success stories, the tablet is not right for every environment — at least not today. It is all too trendy to look to the tablet for every business environment, but certain solutions are just too complex or oversaturated with features to be easily ported to the tablet.

Job functions that require heavy data entry and intricate document creation are currently too cumbersome to carry out on tablets. It is less about the tablet itself and more about the task the tablet is asked to perform.

This will change in the future, as the next five years will be dramatic in the progression of tablet capabilities. For example, actionable table functionality is expected to flourish through voice commands, advanced gestures and other methods.

What to Consider
While numerous businesses are finding improved efficiencies and communications since adopting tablets, others are trying to ascertain if they’re right for their organizations. Regardless of some of the tablet’s obvious limitations, however, they will continue to find their way into the enterprise environment.

Before an organization adopts a strategy to implement tablets, there are some things to consider. Understanding the role of the users and the functionality they require is critical to maximize the success of deploying the tablet in the enterprise environment. Companies with employees who work in the field, for example, will benefit greatly from tablets. Companies also need to evaluate the available applications in the market in order to best apply tablets in their daily operations.

Unfortunately, today’s application offerings are often ported from existing applications and do not translate smoothly to the tablet because they were created without much consideration for touch-enabled devices.

Furthermore, complex software applications for the enterprise include a number of features that do not lend themselves easily to the simpler and more intuitive application paradigm and input methods that the tablet platform supports. They will have to be restructured and deployed with a subset of functionality in order to be cohesive with tablets.

However, it is important to understand that tablets are still in an early development stage, and there are not many suitable applications available on iOS or Android to support an enterprise or productivity-focused company.

However, specialized workforces and mobile workforces can leverage existing tablet offerings to increase efficiency and streamline daily processes now. Once the kinks in the user interfaces of ERP-level applications are ironed out, tablet use in business will excel well beyond those specific workforces.

The Right Approach Going Forward
Improved user interface design will transform the way tablets are used in organizations and greatly increase the benefits of tablet implementation in businesses. Going forward, it will be paramount to design interfaces that will allow users different, customized applications that are tailored to their specific needs for a seamless experience.

The reduced form factor of a tablet and the usage patterns of the end user require a special user experience that showcases just a fraction of the functionality of an enterprise-rich desktop application; tablets don’t have the capacity to offer everything a PC does, but they offer unique advantages.

Out of the box, the tablet is a great tool for specialized tasks in workforces. However, the integration of superior user interface designs will accelerate the tablet’s adoption in the enterprise environment — and that adoption will accelerate efficiency and productivity in myriad industries..

©2011 TechNewsWorld

Better UX Design Needed for Enterprise Tablet Adoption

By Peter Eckert
Originally published in UX Magazine, September 29, 2011

A May 2011 study shows that 78 percent of business and IT executives plan to officially deploy tablets by the end of 2013, yet only 51 percent have adopted a strategy for tablet use. The majority (83 percent) plans to deploy iPads, primarily because of its widespread popularity. As a result, Android-based tablets have begun to tout that they are designed for enterprise deployment in an attempt to differentiate their platform.

This choice of the iPad for business use remains consumer-driven. So far, most employees using iPads as part of their job are just trying them out; there is still a certain sense of novelty in this highly portable device. The great appeal of the iPad is its intuitive, user-friendly interface. A two-year-old can quickly learn to play iPad games and navigate the device.

The conventional computing paradigm for businesses, as well as for most homes, is a desktop computer, maybe a laptop for mobility, and a smartphone. To fully take advantage of the emerging paradigm that places tablets (primarily iPads) in the office, new software strategies are required. The fundamentally complex software served up on desktops and laptops is far too cumbersome in a tablet environment. Successful tablet deployment in the enterprise will require smaller, more specific touch-enabled solutions and tablet-tailored applications.

Not a Hardware Problem

Currently, any function where mobility is a requirement is a potential fit for tablet adoption. Reporting and information facilitation are obvious targets. The entire media industry is keen on monetizing this new platform. Newspapers have struggled online because of the click-through model rather than premium advertisement placement, and they are eager to change that.

Other industries see the tablet as just an extension to their current offering. There’s nothing wrong with that—until one of their competitors shows off a tablet-specific solution. Then you’ll see panic ensue.

Current tablet technology only allows for a subset of the computing power used in high-end desktops. For example, image processing of the kind professional UX designers work with is not possible yet on tablets. Other industries cannot switch to a tablet environment any time soon; for example, industries dependent on ERP or heavy data input, or purchasing and HR, must rely on keyboards or other input devices. The touch-based UI, which lets users perform tasks with just their fingertips, is the great appeal of tablets, but it would be too cumbersome for these data entry applications. Voice technology might bridge the gap some day.

Hardware, however, is not the primary problem keeping tablets from widespread adoption in the enterprise. A bigger obstacle is that most business software solutions (think Oracle) are simply too complex. The power of tablet computing is that it is simple and intuitive. Yet many enterprise solutions are so overloaded with features—some of them unnecessary or seldom used—that they cannot be easily ported to a tablet.

In short, blindly trying to adopt existing products and software to the tablet space will not succeed. Tablet technology will continue to be disruptive until feature-reduced solutions are widely available.

How to Spur Enterprise Adoption

In the same study mentioned earlier, 42 percent of IT respondents said that business stakeholders do not understand the need for additional development in order to successfully enable enterprise applications on iPads and tablets. This is where high-quality UX design could play a major role in boosting enterprise adoption of tablets.

Beginning in Q1 of 2011, Gartner added iPads and other tablets to its computing hardware spending estimates. Analysts forecast a spending increase on media tablets of an annual average rate of 52 percent through 2015.

The form factor of a tablet and the usage patterns of end users require a very tailored user experience, one that showcases just a fraction of the functionality of a rich desktop application or Web application. That makes them a powerful option because people already understand the applications and can easily adapt to a new format of an old solution. Again, it all comes back to good UX design.

Evaluate the types of tools you are using. If the productivity software or any other package you are using will be “just” ported and launched in a web browser, then you might want to stay away from adopting that application for tablet usage. So if you are in purchasing and you have an order entry system that relies on the user to enter orders through keyboard input, that will not work on the tablet efficiently.

But any type of software that has been specifically designed for tablet space will be a good fit for enterprise adoption. We will soon see an increase in workflows that are perfectly suited for the tablet environment—ones that are simple, intuitive and have only a few features per solution.

Peter Eckert, co-founder of projekt202 and chief creative officer, is regarded as one of the leading UI design visionaries in the U.S. Peter has helped many Fortune 500, and leading-edge emerging companies, to implement meaningful software user interface design strategies to transform their organizations into user-centric organizations and produce simple and intuitive products.

Designing Technology’s Future

By Peter Eckert, TechNewsWorld
Published: Tuesday, June 28, 2011

Over the next decade or more, the disparate user interface conventions and approaches will force consolidation and a standard set of protocols. When a standard set of protocols emerges, consumers will benefit from a new era of simplicity in technology that will dramatically improve the totality of the experience.

User interfaces will not necessarily change the way we live — the technology will. However, for technology to work and be embraced by new consumers and emerging populations around the world, user interface design is crucial; it enables people to access and use the advancements in technology.

Without simple and intuitive interfaces, end-users are not able to consume the myriad of new technologies that come out every day. Leading companies increasingly recognize that their success and the adoption of their breakthroughs are tied to a product’s ease-of-use.

‘The Jetsons’
User interface is all about convergence, which is an old word with a new meaning. Today, “convergence” is defined as the seamless intersection and interaction of technology and life. Think of “The Jetsons,” where even life’s most ordinary undertakings — like showering and cooking — are suddenly automated through technology.

In the Jetsons’ world of TV-Land comedy, a series of hyper-responsive and mischievous robots became the ultimate cliché for a culture infused with technology. Yet, the vision it encapsulates — technology embedded in all undertakings — is not simply a futuristic series of errors.

Looking forward, the real land of “The Jetsons” will be represented by intuitive and easy-to-use technologies that are responsive in managing and increasing the efficiency of all kinds of things — from complex business analytics to surfing the Internet.

Looking Ahead
Imagine a world where mobile phones exchange information with one’s television. The tablet supplements daily experiences and is a multifaceted device for on-demand entertainment, information exchange and work.

Appliances are connected, communicating and able to be controlled remotely — all to create an interactive and technologically responsive environment that can be easily manipulated by the end-user. Imagine a world without paper currency where a flick of the wrist runs a transaction.
Large consumer product companies have started looking at true convergence among their own products. In the future, however, the drive for intra-device communications will lead to the establishment of protocols across all consumer electronics.

For this to truly work, all touchpoints will have to be aligned with a meaningful “life flow” that is designed to be responsive in human interaction.

As in the home, everything in the work environment will be able to interact seamlessly. Accessing work files on the go, running software on any operating system or browser, and communicating globally in real-time through video conferencing will soon become simple and cost pennies.

Operating systems will automatically align and sync; the mind-numbing lack of incapability will fade from memory.

UX Today
While convergence is on the horizon, end-users are still in for much chaos. Today, processes are being translated differently. One may not realize it, but end-users are increasingly being overwhelmed with the number of user interfaces they have to deal with and figure out.

For example, look at the enormous number of mobile phone handsets in the world market. There are countless iterations and modifications between handsets and often between handsets from the same manufacturer. This forces users to constantly relearn interface conventions. What’s more, the cognitive load of today’s world on device users is poised to increase exponentially.

Relief will not come in the near term. Today, companies are working in their individual silos to carve-out a market leading position. However, over the next decade or more, the disparate conventions and approaches will force consolidation and a standard set of protocols.

When a standard set of protocols for all types of user interfaces emerges, consumers will benefit from a new era of simplicity in technology that will dramatically improve the totality of the experience.

It’s Happening
Consumer electronics continue to lead in the advancement of technology. The new tablet has ushered in a paradigm shift forcing companies to rethink their product offerings. It has disruptively shone a light on the power of seemingly simplistic technology design and accessibility.

From home to work, people have a new idea of how technology should respond to their needs. With Baby Boomers trickling out of the workforce in larger and larger numbers, a new generation of leaders — Gen-X — is adopting and adapting to new technologies.

Yet, for all the tablets Gen-X is bringing into the home and workplace, it is nothing compared to how Gen-Y will interact with technology.

The next big leap for user interfaces remains the seismic shift of the tablet paradigm. Many industries want to leverage the platform. Because the tablet has its limits from a computing standpoint, for the first time, companies are leading with user-centric design to improve functionality in order to create a touch-enabled environment for their applications.

Not all industries will be able to do that with ease. Companies themselves need to stay on their toes and understand that success increasingly relies on their ability to create solutions and products within the context of the new tablet environment.

The consumer electronic nirvana is ease of use and engagement for end-users. The way companies will get there is by understanding their users and what motivates them.

For now, user interface design is driving innovation — to both the benefit and the burden of the consumer. The road ahead will be filled with chaos in design as companies, entire industries and consumers try to untangle and leverage new concepts in convergence.

©2011 TechNewsWorld