News from Hal Shubin & Interaction Design: Recent work and new blog posts

User experience design and customer research

Recent work: A complete product redesign

I just finished an extensive engagement with WorldPay, a major credit-card processing company. The new Merchant Portal, provides extensive reporting so merchants can track transactions and monitor their cash flow. Customer reactions to the new information architecture and features has been great.

Doing the design was fun, but helping WorldPay develop a new product-development process was the most satisfying activity.

The home page provides new information for busy users.

It came directly out of a Group Design Workshop, where
employees from across the company contributed ideas.

We did customer research from start to finish: usability studies, customer visits and training sessions. Not only did this help validate the design, but it helped us develop a great new feature and learn about new ways that users need to work. See more examples from the WorldPay design project.

New blog posts

My UsabilityLessons blog has two related new posts:

Secret questions. Is "Green polka dots" the best answer to "What was your first-grade teacher's youngest child's first pet's name?" Read about the good and the bad in secret questions.
Self-service features. Secret questions aren't just for security. They turn things like password recovery into self service tools. I recently found that customers liked having more self service features, which was a pleasant surprise.

Is it time to review your Web application, design a new product or do customer research?

Call Hal Shubin at 617 489 6595 or send email.