Case studies

We’d love to talk you through the cool things we’ve done over the last 20 years! Here is a sample of a few ways we’ve applied UX and human factors research and design methods.

Our areas of expertise

Apply mixed methods approach to explore user experiences and market trends in remote healthcare

A wearable technology company wanted to understand the current telehealth landscape in hopes of identifying unexpected insights about the future of telehealth, particularly in the age of COVID-19.

Challenge

A wearable technology company was interested in learning about the needs, wants, and desires of telehealth users and about the opportunities and challenges presented by remote care platforms and technologies. The company was also interested in exploring related systems, products, and services in the hopes of generating unexpected insights about the future of telehealth.

Approach

We developed a mixed methods approach that used IDIs, survey research, desk research, and real-time process mapping to understand the landscape of telehealth. Methodology specifically considered the wants and needs of patients and healthcare providers as well as the effects of COVID-19 on the global adoption, trust, access, and usage of telehealth technologies.

Outcome

Desk research assessed remote healthcare models, trends, and case studies, and assisted in generating research questions. In-depth interviews and co-creation sessions with patients and healthcare providers explored real-world challenges and experiences directly from users. A visual representation of telehealth activities experienced by participants was developed and used to identify areas of opportunity.

Industry:

Health

Method/Process:

Customer journey, Desk research, In-depth interview

Stimuli:

Wearable device
Assess connected medical system usability and integration

A pharmaceutical manufacturer is developing an updated version of an existing, in-market system to help patients with medication adherence. As a connected medical system, both the existing product and new product have an accompanying mobile application.

Challenge

The manufacturer makes continuous improvements to the existing mobile app, while also designing the next generation of the product.
These two streams of research (improving the existing app and designing the new system) eventually intersect during the release of the new product.

Approach

Throughout this research, the goals were to evaluate the new system for safety, effectiveness, and unforeseen use risks, think through touchpoints and pain points of updated releases to ensure this is accounted for in the new system, consider alternate designs to make both versions of the system more usable and understood, and bridge patients to the new app (training, integration).
To reach this specialized patient population, we tested in multiple locations across the country, both in English- and Spanish-speaking in-lab sessions. We also utilized our on-staff RN to advise on considerations during testing for this protected patient population to ensure we approached testing scenarios and environments in a way that participants will understand and respond to. One part of the research required clinician-assisted training to simulate real-world training of the system.

Outcome

Our research for the next-generation system resulted in our team providing recommendations to ensure there is a seamless set-up process that prompt less questions and fears of using the system, less outreach to call centers, and to drive accompanying mobile app use.
We also provided design recommendations for system packaging that included improved imagery, layout, terminology, sentence structure, labeling, and fonts.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Connected device
Assess feasibility of multi-fixed dose device for the treatment of Type 2 diabetes

A pharmaceutical manufacturer was interested in obtaining empirical data and user feedback regarding the usability of a medication delivery system, including the devices, labeling, and IFU.

Challenge

A pharmaceutical manufacturer was interested in conducting a formative study to assess the feasibility of converting the design of their predicate device for the treatment of Type 2 diabetes. The company sought to evaluate the usability of two device prototypes and their related materials and to gather participant feedback to inform ongoing device design.

Approach

We conducted 90-minute individual interviews that incorporated differentiation, simulated-use tasks, and knowledge assessment tasks. Participants were patients with type 2 diabetes across a range of body mass indexes (BMIs) and nurses who administer insulin regularly. The instructions for use (IFU) was assessed and updated iteratively during week 1, and one final version of the IFU for each prototype was used during week 2.

Outcome

Participants struggled performing injections with both prototypes of the device, and as a result, design changes were made to both the physical device and its accompanying instructions. An additional formative test was planned to determine the effectiveness of the changes.

Industry:

Health

Method/Process:

Formative / Evaluative, In-depth interview, Usability testing

Stimuli:

IFU, Injection devices, Packaging and labeling
Assess functionality of mobile app through expert evaluation and prototype design

Assess a mobile application with a focus on usability and features.

Challenge

We were asked to evaluate various aspects of three functionalities on the company’s mobile phone app. Our client was interested in screen flow, navigation, layout, and user awareness of key features, as well as, user interface issues.

Approach

Our team conducted expert evaluations of the app on three device platforms. On each platform, we completed tasks to evaluate the issues of concern to our client. After reviewing specification documents, we created a prototype to illustrate the optimal page flow.

Outcome

The result was a platform-independent clickable flow document that our client could use to design future mobile apps. The specifications document that we provided detailed the ways in which the flow would change based on the device for which it was designed. These tools refined the client’s design iteration process and integrated three previously disparate designs into one standardized design and flow.

Industry:

Consumer electronics

Method/Process:

Design

Stimuli:

Mobile app / Mobile device
Assess market interest for smart speaker payment technology

A provider of digital payment services sought testing of various prototypes designed to allow customers to shop and pay using smart speaker technology.

Challenge

A provider of digital payment technology sought to obtain feedback from potential consumers on the ideal process for making purchases via smart speakers.
We were asked to determine the level of interest in these services and identify possible barriers to enrollment and use.

Approach

All of our participants were daily users of smart speakers and some had previously used their smart speaker to make purchases. We asked them to share their opinions and evaluate several unique prototypes.
To encourage deeper discussion, we recruited pairs who were familiar with each other for dyad sessions. These sessions were followed with larger focus groups to uncover additional common insights.

Outcome

Our research revealed the types of products and services consumers would be willing to purchase via smart speaker. Limitations of the service were also brought to light, with many users sharing common concerns.
Our detailed findings on consumer comfort with payment services for smart speakers ultimately helped position this technology for the future.

Industry:

Consumer electronics, Fintech

Method/Process:

Exploratory / Foundational

Stimuli:

Smart home, Voice-controlled technology
Assess opportunities for app and game development, management tools

A multinational tech company needed to improve how different user groups monitor business performance of their games and apps.

Challenge

A multinational technology company asked us to evaluate information architecture and navigation of a new developer tool used to publish and manage games and apps online. The objectives for the research were to evaluate user performance against a pre-defined task set as well as identify usability issues related to business performance, especially monetization of the games and apps.

Approach

We conducted global, remote, moderated usability tests with a medium-fidelity prototype across two weeks. Thirty participants consisting of engineers, quality assurance, marketing managers, and product managers were recruited from small to medium size companies in the Americas, Europe, and Asia.

Outcome

We observed several usability concerns that could prevent successful usage of the application. We also learned that factors such as job roles, business goals, and app type impact navigation approach. Several enhancements to the user experience were recommended.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative, Global research, Remote testing

Stimuli:

E-commerce, Gaming, Website
Assess safe and effective surgical mesh implantation procedure and packaging

A manufacturer of surgical products had developed a new surgical mesh that provided various advancements in clinical outcomes, but also came with necessary adjustments to implantation procedure.

Challenge

The manufacturer needed to assess the impacts of these adjustments to surgical teams’ ability to implant the mesh safely and effectively. They also needed to tailor the packaging and labeling to clearly communicate the need for the adjustments.

Approach

We recruited representative members of surgical teams to conduct simulated implantations in porcine subjects at a simulation lab managed by a local hospital.
Our researchers observed the simulated implantations to capture the surgical team dynamics and interactions with the revised implantation procedures.

Outcome

We provided the manufacturer with redesigned packaging and labeling for their surgical mesh product that clearly communicated the necessary procedural adjustments.
With the revised packaging and labeling, residual use-related risks were reduced to acceptable levels.

Industry:

Health

Method/Process:

Design

Stimuli:

Packaging and labeling
Assess safe and effective use of pediatric medical injection kit

A pharmaceutical company required a validation study to determine if the preparation and administration of an injection kit requiring the reconstitution of a pediatric medication was safe and effective.

Challenge

The manufacturer asked us to determine if nurses could prepare an injection device and reconstitute the drug for a clinical trial.
We executed every stage of the project from protocol writing to recruitment of a hard-to-recruit population (clinical trial pediatric nurses) to writing the validation report.

Approach

The validation study included HCP training, done by our on-staff RN to demonstrate techniques, a 24-hour decay, and a 60-min validation session, during which participants had to prepare and administer two doses of the kit.

Outcome

We evaluated and updated their risk assessment (uFMEA), aligning with previously submitted documents, while identifying new risks and user paths for the redesigned equipment.

Industry:

Health

Method/Process:

Summative / Validation

Stimuli:

Drug delivery
Assess safety and usability of an autoinjector

A pharmaceutical manufacturer required a validation study to determine if an autoinjector and its related materials were safe and effective.

Challenge

A pharmaceutical manufacturer sought to conduct a human factors (HF) validation study of an autoinjector intended for the treatment of atopic dermatitis.

Approach

We conducted 45-minute usability testing sessions with adult patients, caregivers, and healthcare providers. Participants were tasked with administering a dose of medication using the autoinjector and administered knowledge task questions to assess their understanding of the instructions for use (IFU) and labeling.

Outcome

We partnered with the manufacturer to assess the safety and usability of the autoinjector according to the product’s risk assessment (uFMEA). And aligned on key findings in advance of submission to the FDA.

Industry:

Health

Method/Process:

In-depth interview, Summative / Validation, Usability testing

Stimuli:

IFU, Injection devices, Packaging and labeling
Assess usability and consumer experience of new home appliance feature

A consumer products manufacturer wanted to evaluate multiple designs of a new feature for small home appliance.

Challenge

A consumer products manufacturer sought to test the usability of a new feature for a currently available product. The manufacturer hoped to gain insight into customers’ first impressions at the shelf and to understand which of four proposed designs led to a more successful and intuitive experience.

Approach

We asked current product owners and new users to react to high-quality renderings and use the product prototypes in a consumer kitchen lab environment. We gave participants access to all tools and ingredients they have in a home kitchen and we observed them navigating the process.

Outcome

Our research uncovered that while the level of intuitiveness varied between prototypes, the product did not match the users’ mental model overall. We found that users ultimately felt successful, even if they did not prepare the product according to the company’s specifications. With our insights, the manufacturer opted to continue development and redesign to better match users’ expectations.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative

Stimuli:

Home appliance
Assess usability and preferences of phone cameras

A global telecommunications company wanted to evaluate how phone cameras met user expectations and usability needs.

Challenge

A technology company sought to understand how users work with camera devices from a human factors perspective. We were asked to collect feedback on certain features and user preferences to establish expectations in the market, and provide insights on what was seen as important to certain user personas.

Approach

During one-on-one in-person usability sessions, we asked participants to complete tasks using multiple devices and then to respond to follow-up questions and complete a set of rating scales. Following these sessions, select participants were provided with devices for a take-home diary activity. These participants completed additional tasks with their devices and recorded their feedback in a diary format.

Outcome

Both in-person and remote feedback on camera devices was used to summarize user needs and personas and to indicate general usability themes. We also utilized task data and rating scales to identify and compare differences between device types. Design recommendations were provided to mitigate observed usability issues.

Industry:

Consumer electronics

Method/Process:

Diary study, Exploratory / Foundational

Stimuli:

Mobile app / Mobile device
Assess usability of automotive mobile app workflows

An auto manufacturer sought to evaluate key features and workflows of two different mobile app prototypes.

Challenge

An auto manufacturer wanted to evaluate specific features and workflows of two different mobile app prototypes. We were tasked with understanding user preferences and methods of communication with dealerships, as well as identifying the needs and expectations of users to improve mobile app usability and feature discoverability.

Approach

During one-on-one usability sessions, we asked participants to complete key tasks on the mobile application prototypes. We followed up by having participants compare specific features on the two prototypes. We collected feedback on first impressions, feature discoverability, usability, and general user experience.

Outcome

Our research identified a clear preference for one of the prototypes and further identified user needs and expectations for the mobile app experience. The data we captured helped to inform the design approach and guide decisions for future development.

Industry:

Automotive

Method/Process:

Formative / Evaluative

Stimuli:

Mobile app / Mobile device
Assess usability of connected medical system app with pediatric population

A pharmaceutical manufacturer wanted to use an existing connected system mobile app with a pediatric population.

Challenge

The FDA requested verification that the app would work with this new pediatric patient population.
The initial study was to identify major showstoppers (if any) and if using the existing mobile app was possible with these patients.

Approach

For this exploratory research, we simulated at-home environments in a lab setting, including a mock living room, bedroom, and bathroom. Set up in the same test space, we used room dividers, furniture, sink, and mirrors to make it feel as realistic as possible. The goal was to encourage the pediatric patient and caregiver to do what they do at home with the medical system and accompanying mobile app. They simulated the entire process to interact with the app and medication system. Test preparations unique to this study included informal interviews with child specialists familiar with this population to ensure the lab setup would make the participants feel comfortable; modifications included stress relief balls, sensory bin, and wall signs. This specialized population also required we have an on-site clinician throughout the test sessions.

Outcome

Our preliminary research revealed that working with pediatrics with this diagnosis required a heightened level of moderator sensitivity as the patient may not be aware of their diagnosis. This required modifications to the test protocol. Working with clinical sites prior to testing was crucial to uncovering this foundational knowledge.
We learned our simulated in-home setup supported data collection; patients and caregivers adapted well to the simulated environments. We also learned to include a kitchen in future studies as there was a tendency for patients and/or caregivers to utilize these areas when prepping the medication. We provided recommendations based on the study data.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Patient-centered digital app
Assess usability of HCP portal and provide recommendations for new mobile app integration

A pharmaceutical manufacturer wanted to improve the usability and usefulness of an existing HCP portal for a desktop and design a new mobile app version of the portal.

Challenge

The portal was to help HCPs monitor patient information and medication adherence. The manufacturer presented a multi-phased research plan that included two teams of researchers working independently on the two portal apps. The goals of the desktop app research were to evaluate account registration performance, usability, and new feature integration. The goal for the mobile app research was proof of concept, including how well the data was presented and understood, user interaction, and usefulness of the content.

Approach

Both studies conducted one-on-one, in-lab usability sessions with three different groups of specialized HCPs using prototypes of the portal. Our ability to adapt and be flexible, debriefing in real time, was key to successfully accomplishing the study goals: When we discovered that session time was inadequate to collect the desired data, we debriefed after the sessions to refocus testing for the following day. We already had clear trends, so it was possible to adjust the protocol and moderators guide to cover all of the manufacturer’s objectives.

Outcome

We helped the manufacturer and design agency choose a winning design with which to move forward. We made key design recommendations to improve the understanding how information is presented, how to interact with the content, improve the terminology to make it more useful, and improve the usability and utility of the portals (both on mobile and desktop). After the study, we met with key stakeholders, including those from the manufacturer and designers from their agency to ensure everyone knew the strategy for the next round of research. We also provided the research results to the agency so they could design the next iteration with confidence. Our goal was to support the business and design side; with multiple design teams involved, it was critical to sync with stakeholders, and successfully communicate findings.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Clinician-centered digital app
Assess usability of large volume autoinjector platform concept

A pharmaceutical manufacturer was interested in collecting data to inform the development of a large-volume autoinjector and its accompanying IFU and labeling.

Challenge

A pharmaceutical manufacturer was interested in conducting a usability test for a large volume autoinjector platform device currently in development. The study was conducted to inform final platform design and accompanying materials, including instructions for use (IFU), with an emphasis on assessing the ability of patient participants to depress prefilled syringes with placebo of differing viscosities.

Approach

We conducted 90-minute usability sessions with adult patients with rheumatoid arthritis and/or polymyalgia rheumatica and their healthcare providers. Participants completed two injection tasks, the second requiring use of the IFU to ensure comprehensive evaluation of platform materials, and then completed a series of knowledge tasks. When time permitted, patient participants completed a force assessment using prefilled syringes with placebo of differing viscosities.

Outcome

We provided recommendations for the design of the device and its IFU and labeling based on participant performance and feedback. Study findings and recommendations for the design of the device and its associated IFU and labeling were documented in a topline report and a full report and submitted to the manufacturer.

Industry:

Health

Method/Process:

Formative / Evaluative, In-depth interview, Usability testing

Stimuli:

IFU, Injection devices, Packaging and labeling
Assess user experience of smartwatch onboarding and early use

A consumer electronics company sought to understand how new and current users, including older adult populations, might use and perceive a smartwatch device during onboarding, setup, and daily use.

Challenge

A global consumer electronics company wanted to gauge user perceptions of their smartwatch products during device setup and first weeks of use. The client wanted to understand how use of the smart watches changed across time points, identify what was missing from the current experience, and understand differences between user groups, including new users, current users, and older adults (65+).

Approach

To gain detailed qualitative participant feedback and assess device use over time, we used a mixed-method approach of initial in-depth interviews (IDIs) to explore setup and initial impressions, a 3-week diary study to gauge use over time, and a final IDI to further explore participants’ experiences and perceptions during the 3-week use period.

Outcome

This research revealed areas for improvement throughout device onboarding, setup, and use, specifically around a need for more accessible information on device setup and features. It also provided insight into the differences of needs and experiences between user groups. Additionally, opportunities were identified for improvement and potential expansion across the device setup process and features.

Industry:

Consumer electronics

Method/Process:

Diary study, Exploratory / Foundational, In-depth interview

Stimuli:

Wearable device
Co-create high-growth concepts and AR business modelling

A global telecommunications company sought to explore areas of opportunity for growth in the augmented reality space.

Challenge

A provider of telecommunication services sought to increase its strategies in the consumer space with targeted expansion into the augmented reality (AR) market.
With high saturation in existing business sectors, they sought to identify innovative AR concepts and develop strategies to take a leadership position in an evolving marketplace.

Approach

Our research focused on market dynamics, technological advancement, and consumer need. In partnership with The Office of Experience, we identified and explored seven key opportunity spaces with high growth potential in both the mobile phone and wearable AR markets.

Outcome

We proposed over 100 unique concepts within the seven key opportunity spaces identified by our initial research. A broad range of concepts were presented, both large and small, encompassing multiple use cases.
We offered long-range recommendations to aid in developing both immediate and near-future concepts that could be tested with consumers.

Industry:

Consumer electronics

Method/Process:

Co-creation workshop, Exploratory / Foundational

Stimuli:

Augmented reality (AR)
Conduct global ethnography of hospital laboratory workflows

A healthcare company wanted to identify existing workflows of their laboratory equipment across global markets and determine opportunities for usability improvement.

Challenge

A healthcare diagnostics manufacturer wanted a better understanding of the typical tasks and workflows of laboratory technologists who interacted with their diagnostic machines. In addition to mapping these workflows, the manufacturer wanted to identify sources of challenges and/or usability issues with both the digital interfaces and system hardware.

Approach

We conducted an ethnography study across multiple countries in which we observed laboratory technologists in-person as they interacted with the diagnostic machines. Researchers observed various sizes of laboratory operations in order to compare workflows across hospital size and geographic regions. Where possible, we asked follow up questions after observations to confirm findings.

Outcome

We created several journey maps documenting the standard workflow processes of this particular diagnostic machine at both large and small hospitals across markets. Within these journey maps, common pain points and areas for improvement were highlighted with recommendations from usability experts on how to create a better experience with less errors.

Industry:

Health

Method/Process:

Formative / Evaluative, Global research, In-situ ethnography

Stimuli:

Diagnostic machines
Conduct global research on onboarding resources for products within technological ecosystems

A global technology company sought to understand the education and onboarding of products within prominent technological ecosystems throughout the world, and to evaluate how the success of onboarding and education is measured.

Challenge

A global technology company wanted to build a comprehensive desk research report to understand the major technological ecosystems that currently exist, illustrate the process of how users are onboarded to various products within these ecosystems, and identify metrics used to measure the success of onboarding experiences.

Approach

Working with international partners, we conducted thorough desk research of current prominent technological ecosystems. We explored online resources provided directly from companies, and those from third parties and product users. Our report focused on visually illustrating the onboarding process for various products in eight countries and examining the metrics used to measure the performance of these processes.

Outcome

This desk research provided insights into how major technology companies onboard users to a range of products in their ecosystems and evaluate the strength of their educational resources and onboarding processes. Our international research approach provided the opportunity to compare and contrast findings across eight different global markets.

Industry:

Consumer electronics

Method/Process:

Desk research, Global research

Stimuli:

N/A
Design research program for new drug delivery system

This multi-study program of research used a combination of early iterative design studies and later formative studies to refine all elements of the drug delivery system.

Challenge

A pharmaceutical manufacturer sought to bring a new drug delivery system to market. The system included an injector device, instructions for use (IFU), training, and packaging.

Approach

Our learnings from each study in the research program fed into the next, and our cohesive body of research informed all design aspects for the new drug delivery system.

Outcome

We partnered with the manufacturer to submit a robust data set and validation study plan for FDA review and subsequent validation study.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Drug delivery, Packaging and labeling, Pumps and drug delivery devices, Training
Determine MVP mobile app requirements for customer’s relocation journey

A global relocation company was designing a new mobile app and wanted to better understand user needs prior to release.

Challenge

The company required exploratory research to understand the minimum viable product (MVP) requirements for an application designed to support transferees with the corporate relocation process.
Our research included two user groups: transferees and relocation specialists.

Approach

With transferees, our team conducted:
In-home contextual inquiries to understand existing logistics and how it could translate into an app,A multi-week longitudinal online diary study outlining the relocation journey to determine how to enhance the process,Focus groups to gather design feedback.With relocation specialists, we conducted conference intercept research to understand barriers to app adoption.

Outcome

We identified the transferees’ needs that could be addressed with a mobile app and the aspects of the relocation process that still required human interaction. We prioritized these items for the app’s initial release (MVP) and provided design recommendations.

Industry:

Transportation

Method/Process:

Exploratory / Foundational

Stimuli:

Mobile app / Mobile device
Ensuring children’s safety online: Evaluating age verification methods for an online gaming company

An online gaming company approached us to evaluate the accuracy of different age verification methods and understand the experiences of children, parents, and young adults using these methods in a gaming context.

Challenge

The client wanted to comply with the UK regulatory guidance on children’s online safety and protect younger audiences from harmful and inappropriate content by effectively estimating the age of users and tailoring protection accordingly. Therefore, we needed to test the effectiveness, ease of use, and user experience of various age verification methods to ensure the solution worked.

Approach

We conducted 45-minute task-based sessions with young adults and children-parent dyads and 60-minute interviews with parents of gamers. We asked participants to verify their age using different personal identification documents in a high-fidelity, functioning prototype that displayed the age verification methods and 60-minute interviews with parents of gamers. We also asked them to rank and rate their user experience, sentiment, trust, and preferences towards each method. We used statistical analysis to determine the algorithm’s accuracy in correctly categorizing each participant’s age and identifying false positives.

Outcome

We conducted 45-minute task-based sessions with young adults and children-parent dyads and 60-minute interviews with parents of gamers. We asked participants to verify their age using different personal identification documents in a high-fidelity, functioning prototype that displayed the age verification methods and 60-minute interviews with parents of gamers. We also asked them to rank and rate their user experience, sentiment, trust, and preferences towards each method. We used statistical analysis to determine the algorithm’s accuracy in correctly categorizing each participant’s age and identifying false positives.

Industry:

Gaming

Method/Process:

Formative / Evaluative, In-lab testing

Stimuli:

Mobile and PC prototype
Evaluate acceptability of dental device cleaning procedure and instructional materials

A manufacturer of personal care products sought to assess the ability of users to follow cleaning and disinfection protocols in a clinical setting.

Challenge

The manufacturer tasked us with evaluating a cleaning and disinfection process designed for use in a clinical setting. We were to recruit practicing dental hygienists and dental assistants with the goal of assessing their ability to safely and effectively complete the full cleaning and disinfection requirements for the device.

Approach

We utilized one-on-one moderated usability tests in a simulated-use environment. Our lab provided items commonly found in a clinical setting including a sink, personal protective equipment, trash bins, and cleaning and disinfectant solutions. Participants were instructed to do what they would do in their own practice to prepare the device for their next patient. Instructional materials were provided, but participants were not specifically directed to use them.

Outcome

We observed participants while they performed critical tasks for proper cleaning and disinfection of the device. While it was originally assumed that training would not be required, our research revealed that in-person training was necessary and we recommended modifications that should be implemented prior to use of the device.

Industry:

Health

Method/Process:

In-lab testing, Simulated environment, Summative / Validation

Stimuli:

Training
Evaluate design of new infusion pump carrying accessory

A pharmaceutical manufacturer sought to improve the design and usability of a currently available pump carrying accessory.

Challenge

The manufacturer of a drug delivery pump sought feedback on a carrying accessory designed to allow the user to wear their pump under clothing. Three new variations of the carrying accessory were developed, each with different components. We were tasked with providing feedback to help determine which variation would provide the most substantial improvement in overall user experience.

Approach

We asked current and past users of the drug delivery pump to evaluate images and videos of three new designs. We identified pain points and avenues for improvement by asking users about specific instances where they struggled with their current carrying accessory.

Outcome

Participants provided feedback based on various factors such as comfort, pump access, closures, and need for caretaker assistance. Our research clearly pointed to the most important attributes across designs, resulting in a hybrid design to meet user needs.

Industry:

Health

Method/Process:

Formative / Evaluative, Remote testing

Stimuli:

Drug delivery, Pumps and drug delivery devices
Evaluate desirability of digital therapy concept

A pharmaceutical company wanted to understand if potential functionalities of a digital therapy met user needs.

Challenge

A pharmaceutical company sought exploratory research to explore whether potential functionalities of a digital therapy would be desired by end users. We were tasked with understanding how these new functions would be accepted by end users as well as identifying additional needs or desires of user groups.

Approach

We conducted remote exploratory interviews with patients and healthcare providers, using their journeys from diagnosis to treatment to guide the development of potential interfaces. Patient recruiting included adults and minor participants (aged 5-17) with amblyopia, a type of visual impairment; some also had additional diagnoses, such as epilepsy or cerebral palsy, which impacted their mobility and cognitive abilities.

Outcome

Our research indicated that the concept for this therapy was well received by nearly all HCP and patient participants. Our data from this study informed the development of a user interface design for this digital therapy and offered additional insights on the needs and preferences of end users.

Industry:

Health

Method/Process:

Exploratory / Foundational, Remote testing

Stimuli:

Patient-centered digital app
Evaluate language translation quality for global products

A global tech company sought to identify quality and needed improvements of translation technology for globally-used products.

Challenge

A global technology company sought to implement a qualitative research program in 30+ global markets with the goal of understanding user satisfaction with language quality and identifying areas for improvement and further research. Specifically, they needed to grasp how language impacts brand perception and product usage, and what role it plays in user experience.

Approach

We managed concurrent studies across markets and ensured compliance with country-specific regulations and GDPR requirements regarding data privacy and permissions. Studies in each local market consisted of interviews with native speakers who completed tasks and gave language-related feedback on product language quality.

Outcome

This program of research provided client product teams with in-depth insights into the quality and impact of translation processes for localized versions of their products. Studies in each market identified unique challenges experienced by local users and provided contextual opportunities for improving translation services across languages and products.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative, Global research, In-depth interview, Remote testing

Stimuli:

Mobile app / Mobile device
Evaluate onboarding concepts for consumer technology device

A global technology company wanted to improve the onboarding experience for new users.

Challenge

A global technology company wanted to improve the early learning experiences for users as they were onboarded with one of their core devices. We helped the client evaluate different options for onboarding, identify any usability issues with the current experience, and collect user preferences on concept variations.

Approach

In-person one-on-one interviews were conducted with participants who were unfamiliar or had low familiarity with the specific device. Participants were asked about their current experiences and presented with a series of onboarding task scenarios to complete. They were also presented with additional onboarding concepts to understand participant preferences.

Outcome

This research provided insights into user expectations for ideal onboarding flows for the specific device and provided the client with an idea of how well onboarding concepts were received. We identified where there were points of confusion for participants, and discovered learning approaches that participants currently take in their own onboarding experiences.

Industry:

Consumer electronics

Method/Process:

In-depth interview

Stimuli:

Mobile and PC prototype
Evaluate risk of redesigned surgical equipment

A medical manufacturer had US-approved surgical equipment, but the current design was not working for some international markets.

Challenge

International markets required the system to be smaller and more compact, but still maintain the necessary functionality. With the new changes, the manufacturer wanted to conduct testing in the US to get FDA approval, which would facilitate approval in international markets.

Approach

We tested the redesigned device with a surgical team trained on the current system.
We conducted in-person testing in an outpatient clinic, in the surgical team’s environment. We evaluated system setup, tool programming, and use during a simulated surgery.

Outcome

We evaluated and updated their risk assessment (uFMEA), aligning with previously submitted documents. We also identified new risks and user paths for the redesigned equipment.

Industry:

Health

Method/Process:

Documentation

Stimuli:

Pumps and drug delivery devices, Surgical equipment
Evaluate usability of mobile payment application

A global telecommunications company wanted to assess a mobile application with a focus on usability and features.

Challenge

We were asked to evaluate the usability of a mobile payment application throughout user journeys. This included gaining an understanding of user expectations and comprehension of the prototype, as well as identifying potential opportunities for improvement in future updates.

Approach

Our team conducted remote in-depth interviews with current users of mobile payment applications to explore actions within three primary task flows. Participants were given task prompts as part of a guided walkthrough of the prototype and their subsequent actions were recorded, along with their answers to probing questions.

Outcome

Analysis following data collection revealed areas of improvement in the app and instances where terminology used on the platform did not meet users’ expectations or mental models. User feedback and post-task ratings informed observed themes and prioritized opportunities for future research and development.

Industry:

Consumer electronics, Fintech

Method/Process:

Formative / Evaluative, In-depth interview, Usability testing

Stimuli:

Mobile and PC
Evaluate utilization of mobile health record app

An innovative healthcare solutions company sought to test the usability of their electronic health record (EHR) mobile application.

Challenge

Our team was tasked with evaluating the usability and utility of an electronic health record (EHR) mobile application. The goal was to evaluate the usability of the current user interface and to provide evidence of utility of this application.

Approach

We conducted the study at a hospital where we asked nurses to perform tasks typically executed on an EHR under simulated conditions. The nurses then provided feedback on a post-test questionnaire for qualitative and quantitative data.

Outcome

The task success rates identified strengths and weaknesses in the application. We identified areas of confusion and inefficiency and provided interface design recommendations that would improve navigation and efficiency.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Clinician-centered digital app
Evaluating the usability of a digital therapy app designed to treat mental health disorders such as depression

A pharmaceutical company asked us to test the design preferences and usability of a mobile application designed as a 6-week treatment program to help patients manage their depression

Challenge

As the mobile app had yet to be deployed in the United Kingdom, it was fundamental for the client to ensure that the app was appropriately localized to resonate with the UK market. Additionally, as the app would be entering a new market, it was important to examine the UK’s healthcare system and identify barriers to access in creating pathways for integrating the app into a patient’s ongoing care.

Approach

We conducted 90-minute remote usability sessions with adult patients throughout the UK using mid- to high-fidelity prototypes. Participants interacted with the prototypes using remote screen control to evaluate the value of the content, the usability of the app, and their overall sentiment towards digital therapies. We worked closely with the client throughout the project to ensure information security and ethical best practices were followed at all times.

Outcome

Our research uncovered various pain points and potential barriers to accessing specialist care in the typical patient journey. Further, we provided feedback on the design and users’ perceived value of the content within the app, highlighting what worked well, potential design improvements and approaches that the client could adopt to localize the content to help to appeal more to the UK patient population.

Industry:

Health

Method/Process:

Formative / Evaluative, Remote testing

Stimuli:

Mobile and PC prototype, Mobile app / Mobile device
Evaluating the usability of a hematology analyzer to improve lab technician workflows

A medical device manufacturer asked us to evaluate the use of their hematology analyzers in different settings and identify opportunities for improvement.

Challenge

Our clients’ hematology analyzers are used in both larger hospitals and smaller clinic settings, which differ in multiple aspects including technician workflows. Our client wanted to understand how these differences affected healthcare professionals’ day-to-day tasks with the intention of improving their instruments and better tailoring their lab solutions.

Approach

We conducted a four-day ethnographic (in situ) study in the UK and the US. In both countries, we visited a small clinic and a large hospital to capture lab technicians’ interactions with the analyzers within highly automated and manual workflow settings. Throughout the observation, we recorded friction points, troubleshooting instances and potential areas for improvement. We also worked closely with the lab technicians to create a journey map of their overall workflow, where we identified key processes involved in each stage of user interaction in both environments.

Outcome

We provided the client with a deeper understanding of various workflows relating to their analyzers in different use environments as well as the lab technicians’ needs and preferences. Further, we provided insights into how users interacted with the analyzers and their pain points, including design recommendations to improve workflow efficiency and overall experience.

Industry:

Health

Method/Process:

In-situ ethnography

Stimuli:

Medical device
Examining shopping experiences on an e-commerce platform

An e-commerce company asked us to explore how different features on their platform could be improved to better support customers in their online purchasing journeys.

Challenge

An e-commerce company wanted us to understand how people navigate their live platform to complete a purchase and which features along the breadth of the purchase journey needed improvements. We investigated how customers choose their items, which delivery or collection services they prefer to use, and how they like to track their purchases.

Approach

We conducted 90-minute interviews asking participants to walk us through making a simulated purchase, from looking for an item to reaching the checkout screen. Throughout each purchase stage, we explored which platform elements they prefer to use over others and how these could be improved. We also investigated what guides people’s decision-making when looking for, buying, and tracking items on this platform. In addition to the live platform, we presented participants with low-fidelity mock-ups to gather their feedback on new concepts and platform design changes

Outcome

Our research uncovered various pain points and potential barriers to accessing specialist care in the typical patient journey. Further, we provided feedback on the design and users’ perceived value of the content within the app, highlighting what worked well, potential design improvements and approaches that the client could adopt to localise the content to help to appeal more to the UK patient population.

Industry:

Technology

Method/Process:

In-lab testing

Stimuli:

Low-fidelity prototypes, Mobile app / Mobile device
Explore challenges faced by software development tool users

A global provider of enterprise software sought to identify internal user groups and current challenges in the development process and the use of a development platform.

Challenge

A global provider of enterprise software sought to identify internal users involved in their development lifecycle and understand how they progressed through it with the aid of a development platform. Bold Insight was tasked with identifying segments of users and understanding current issues they faced, as well as their goals and behaviors in creating products.

Approach

We conducted remote one-on-one interview sessions with participants of a mix of experience and from a variety of global regions. Participants were asked questions related to their roles, goals, and issues they were facing in software development, particularly in working with the development platform.

Outcome

Based on the feedback gathered on the current issues with the development process and the platform itself, our qualitative findings resulted in an initial categorization of user types and personas across global regions, as well as themes that informed recommendations for improvement and areas for future research.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative

Stimuli:

Mobile and PC
Explore consumer insights on visual brand language of small appliance product line

A manufacturer of consumer goods sought to refresh guidelines related to the design of its product line.

Challenge

We were tasked to gather and analyze consumer insights on three new visual brand language (VBL) options, which could be used to guide the design of future product offerings. We were to explore consumer attitudes toward these options based on many factors such as aesthetics, how the products might fit into the user’s kitchen, brand and category appropriateness, consumer experience, and distinction.

Approach

Participants joined one-on-one remote video-conferencing sessions from their own kitchens. Participants were asked to complete activities and react to renderings of prospective VBL options. These sessions, each lasting 90 minutes, facilitated in-depth questioning and allowed participants’ opinions and preferences to be fully explored.

Outcome

We collected a wide range of opinions by recruiting a mix of consumers from various geographic areas, age groups, and genders. Our insights helped to identify trends and understand how a user’s personal design style might influence purchasing decisions. Output from our study helped the manufacturer make data-driven decisions regarding the future of their visual brand language for their product line.

Industry:

Consumer electronics

Method/Process:

Design, Formative / Evaluative, Remote testing

Stimuli:

Home appliance
Explore elderly populations’ experiences with assistive technology

A global technology company wanted to develop a foundational cross-market understanding of the tech ecosystem experience of adults aged 65 years and older, including device use and their views on assistive technology.

Challenge

A global technology company wanted to conduct foundational research on the ways that elderly populations viewed, understood, interacted with, and relied on devices and assistive technology in their life, including at the intersections of experiences with different disabilities and levels of tech use.

Approach

Alongside international partners, we developed a two-phase research approach. This included a five-day diary study to gauge device use and experience on a daily basis followed by in-home in-depth interviews with participants to discover more about how they used technology, when or how they asked for help with technology, and how those who self-identified as having a disability used assistive technology in their daily lives.

Outcome

This foundational research provided insights into how this population viewed digital technology in society and what tools or assistance they used in their homes and lives. It also identified key gaps between their understanding of accessibility and the labelling of assistive technologies that they needed to access on their devices.

Industry:

Consumer electronics

Method/Process:

Accessibility, Diary study, Exploratory / Foundational, In-depth interview

Stimuli:

Mobile and PC, Voice-controlled technology
Explore global users’ onboarding experience for social media platform

A social media company wanted to develop a multi-country understanding of the onboarding experience for new users signing up through the platform’s app.

Challenge

A major social media company wanted to understand the needs and challenges associated with onboarding new website users in six countries where the brand had not been launched. The goal was to evaluate value proposition with localized content to obtain design insight, identify areas of confusion or joy, and recommend possible remedies to improve the experience.

Approach

We developed research approaches and engaged trusted international partners to conduct in-depth interviews and usability testing with participants in each market. Participants were first asked about their interests and social media usage and their perceptions of the client’s platform. Participants then signed up for the app, performed core tasks, and were interviewed about their expectations and experiences.

Outcome

This research provided a more detailed understanding of areas where the onboarding experience succeeded in engaging new users and identified areas where friction occurred. Moreover, insights emerged that identified participants’ desires to engage with content in ways not previously considered. From these findings, actionable recommendations were created for future development.

Industry:

Technology

Method/Process:

Global research, In-depth interview, Usability testing

Stimuli:

Mobile app / Mobile device
Explore improvements and opportunities for next-gen injection device development

A pharmaceutical manufacturer was exploring next generation improvements for currently available medication to treat osteoarthritis in the knee.

Challenge

The current medication requires patients to receive multiple injections in the knee for a full dose. The manufacturer had three goals for this project:
to better understand and improve the current routine of doctors that administer this drug,to gather feedback on using the drug for osteoarthritis of other parts of the body, to receive feedback on a prototype syringe design.

Approach

We took a multi-method approach to the study. We first visited orthopedic surgeons’ offices to observe current practices while they administered intraarticular injections into the knees of patients, view the spaces in which they work, and talk to staff that assist with the injection process. After the site visits were completed, we conducted one-on-one interviews with HCPs to further learn about their routines with intraarticular injections, their thoughts on injecting to other sites, and opinions on reducing the total number of injections needed for a full dose. We concluded the sessions with the HCPs administering a simulated injection with a prototype syringe into a model of a knee and providing high-level directional feedback for future development.

Outcome

We were able to address all three goals for the study:
We provided HCP feedback about the number of injections.We provided design recommendations for the syringe to provide better stability while administering. We uncovered feedback about alternate injection locations, however, because of the focused experience of knee specialists, we recommended additional research with specialists that have experience with the new injection location.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Injection devices
Exploring mental models of looking for information online

A global technology company asked us to explore how people look for information online using different search tools to improve their regulatory terminology.

Challenge

Our client wanted to understand people’s perceptions of different tools used for searching for information, including browsers, search engines, virtual assistants, and various online platforms. We investigated how people define these different tools, navigate through search queries, and perceive the search results presented to them. Our client also asked us to manage the same study in five other countries to measure any cultural or regional differences that may influence these.

Approach

We conducted 60-minute interviews, asking participants about their prior use and understanding of different search tools and how they define and categorize them. We also asked participants to walk through an example of searching online using a live product to further explore their perceptions in each stage of the search process. This included asking what goes on behind the scenes when using these tools, how they vary from each other, and how they use tools for searching different types of information.

Outcome

We found that participants have mixed understandings of different search tools – some believe they are all separate. In contrast, others consider most of them part of the same product or process in looking for information online. We identified significant differences in how these findings emerged across the six markets. In addition, we found that virtual assistants and online platforms were almost always seen as separate tools compared to browsers and search engines. These findings varied considerably across the six markets, showing a notable cultural difference in how these tools are perceived.

Industry:

Technology

Method/Process:

In-lab testing

Stimuli:

Mobile and PC
Gauge acceptability of new drug formulation and device

A pharmaceutical manufacturer was simultaneously developing a liquid formulation for a drug (currently only available as a pill), as well as a new delivery device to administer this liquid formulation.

Challenge

The manufacturer wanted to evaluate the usability and acceptability of the new formulation and prototype device, as well as, gather insights for further development.

Approach

We conducted one-on-one, in-depth interviews with participants currently taking the medication in pill form. We asked participants to complete a simulated-use scenario using the prototype device. We collected feedback on ease of use, physical attributes, need for instructions, and overall acceptability of the device. We also captured participant data around the new liquid formulation, including appearance, taste, and color.

Outcome

While the device was relatively easy to use, feedback about the acceptability and usefulness of the device for daily use was largely negative. Participants nearly unanimously cited the size of the device as a major deterrent (especially as it related to portability, storage, disposal, etc.) and were also hesitant about the potential taste of the medication.
Due to these issues, it was not recommended that development of the device be pursued for this medication unless substantial changes were made.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Drug delivery
Human factors training course designed for FDA

The FDA reached out to the Human Factors and Ergonomics Society (HFES) to assemble a team of experts to provide a training course for the Division of Medication Error Prevention and Analysis (DMEPA) from the Center for Drug Evaluation and Research (CDER).

Challenge

We were tasked with offering a deeper knowledge of and appreciation for the scientific roots of human factors (HF) research and user-centered design. A series of modules included the science behind HF, such as human perception, cognition, memory, and learning, as well as best practices in root cause analysis and dealing with the biases associated with subjective data.

Approach

Three experts were chosen by HFES to design and deliver a two-day training, including Korey Johnson (Bold Insight), Dr. Anthony Andre, and Michael Wiklund. The team presented a series of modules that included the science behind HF, such as human perception, cognition, memory, and learning, as well as best practices in root cause analysis and dealing with the biases associated with subjective data.

Outcome

The team provided the FDA with the scientific underpinnings of HF – on one hand to amplify instances where requests for additional research are warranted, and on the other hand to provide the scientific context for when that additional research may not be warranted.

Industry:

Health

Method/Process:

Documentation

Stimuli:

Training
Human factors training course designed for medical device team

A global medical device manufacturer wanted to promote internal awareness of and appreciation for best practices in the application of human factors engineering to medical device development.

Challenge

The objective was to better understand the importance of integrating human factors into the early stages of their development process. To accomplish this, our team designed a full-day training, split into two modules.

Approach

Our team provided a broad overview of how feedback from end users should be leveraged early and often during product development, and how that feedback should be integrated into use specifications, task analyses, risk analyses, and the overall human factors plan.

Outcome

We worked collaboratively with stakeholders to apply those best practices to their current products in development and talked through how to implement practical solutions.
Stakeholders walked away with tangible next steps to ensure their current products under development were receiving adequate human factors attention.

Industry:

Health

Method/Process:

Documentation

Stimuli:

Training
Identify auto consumer insights on desired in-vehicle experience

An auto manufacturer wanted to gather foundational insights from the US market about factors that car owners like/dislike about their current cars, reactions to a recently released model, and ease of use of in-car features in both the current and test vehicles.

Challenge

Areas of interest for this study included topics such as aesthetics, exterior and interior design, technology, and safety features.

Approach

We employed a multi-tactic approach to obtain feedback on experiences with current cars and reactions to the test model. Prior to fieldwork, we had participants complete homework that included taking pictures of various aspects of their current car and completing a survey. Our research sessions included a focus group discussion followed by individual stationary in-car interviews. We recruited up to eight participants for each focus group and chose two participants to move on to the in-car interviews.
We collected qualitative feedback and comments, behavioral observation, and ratings. Sessions were conducted in English and simultaneously interpreted into the client’s native language for both live observers and session recordings.

Outcome

With the results of this study, we provided a lens into US car owners. We summarized delighters and pain points that owners currently experience in their vehicles.
Our in-car sessions provided insight into usability, usefulness, and aesthetics of specific features in the test vehicle and specifically in comparison to their own vehicle. The foundational results of our study will allow the manufacturer to adapt their strategy roadmap.

Industry:

Automotive

Method/Process:

Exploratory / Foundational

Stimuli:

Auto features
Identify customer journey for connected wearable medication delivery system

A pharmaceutical manufacturer sought to explore the ideal customer journey for a new connected wearable medication delivery system.

Challenge

The new system would be utilized by a patient population that was unfamiliar with wearable injection systems. It would connect with an application to allow patients additional control over the administration of their medication.

Approach

We conducted in-lab testing to determine how much feedback and involvement was acceptable and desired by the user. Using graphical cards, users identified the ideal flow to receive, store, administer, and dispose of the device. One month later, additional testing with a smaller group of new and previous testers refined the user flow based on feedback from the first session, delving deeper into features, drawing on their current journey to determine how best to utilize connectivity.

Outcome

We helped the client gain a better understanding of how patients would embrace this technology and to what extent they want connected features to support their medication journey. We provided design recommendations they used while building their device.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Drug delivery, Injection devices, Pumps and drug delivery devices
Identify guest journeys and experiences at global resort chain

In order to improve their customer experience, a global hospitality company wanted to learn more about their guests’ journeys throughout and surrounding their resort stays.

Challenge

A global hospitality company wanted to improve their customer resort experience and identify its market segmentation to understand its customers. We developed a research approach which explored guest journeys leading up to a stay at a resort, during a stay at a resort, and following a stay at a resort, and observed how guests used digital assets along those journeys.

Approach

We collected information in two phases: in-resort interviews to gather feedback on aspects of the resort experience, and remote interviews to gather feedback on experiences that preceded and followed guests’ stays. These data were aggregated to understand the tasks and decisions that comprised participants’ journeys. Information about delighters, pain points, and experiences of difficulty were also gathered.

Outcome

We created visual representations of the journeys focusing on guests’ activities and experiences (including interactions with digital assets). The client then participated in a co-creation session moderated by Bold Insight using guest experience research to drive innovation and future initiatives with a goal of improving guest experiences and the company’s outcomes.

Industry:

Hospitality

Method/Process:

Co-creation workshop, In-depth interview, In-lab testing, Remote testing

Stimuli:

Mobile app / Mobile device
Identify infusion pump training requirements for new user population

A pharmaceutical company planned to make an existing infusion pump available to a new patient population.

Challenge

A pharmaceutical company planned to offer a currently available infusion pump to a new user population. They needed to understand how use of the pump would differ with the new patient group and what changes might be necessary to safely adapt training methods for the unique needs of these new users.

Approach

We recruited nurse educators who routinely train patients to use infusion pumps and invited them to share their insights and unique experience during 90-minute remote sessions. We evaluated their feedback about how they structure their educational sessions and about how training needs are determined.

Outcome

Study participants revealed specifics about how training content, duration, and frequency are tailored to the patient’s individual needs. They identified scenarios in which a pump may not be recommended for a particular patient, highlighting possible limitations of training. Our research also revealed commonalities in user needs, which could be leveraged during development of training materials and programs.

Industry:

Health

Method/Process:

Exploratory / Foundational, Remote testing

Stimuli:

Pumps and drug delivery devices, Training
Identify issues and improvements for security platform user interface

A global provider of network-based security threat detection systems sought to evaluate the user interface provided with its suite of products.

Challenge

A global provider of enterprise security solutions sought to test the customer-facing interface for its security platform. We were tasked with identifying possible areas of confusion as well as exploring how enhancements to the interface and changes to tool placement might improve usability of a system designed to identify threats and assist in threat hunting.

Approach

Drawing on our expertise in user interface design and usability along with support from our UX researcher, who was trained by the client on how cyberthreats are investigated, we evaluated the various modules and features available to end users of the software. We utilized a rapid, timed approach to accurately reflect a real-world use scenario.

Outcome

Our evaluation identified potential user interface issues that could be addressed to improve the overall usability of the platform. Our detailed findings offered opportunities for immediate improvement of the software and identified areas that may benefit from more targeted research with platform users.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative

Stimuli:

Website
Identify risks of pharmacy package design

A pharmaceutical manufacturer wanted to eliminate selection errors due to similar packaging.

Challenge

A pharmaceutical manufacturer chose to conduct a packaging differentiation study to assess the extent to which the proposed packaging for a new product and its supporting materials could be dispensed correctly and safely by intended users in the intended use environments.

Approach

We conducted simultaneous in-lab sessions with both pharmacists and pharmacy technicians. They each performed their normal roles in a simulated pharmacy setting we designed. Our research sessions utilized simulated pharmacy shelves with realistic distractor cartons and prescription mock-ups.

Outcome

We delivered design recommendations based on performance data paired with subjective and objective feedback on participant preference. Our insights provided the manufacturer a better understanding of risks associated with each design variation. We also provided a summary of these results for 510K submission.

Industry:

Health

Method/Process:

Summative / Validation

Stimuli:

Packaging and labeling
Identify sources of confusion across global markets for software assessment feature

An information technology company needed to identify sources of misunderstanding for international users working with a new feature.

Challenge

A global information technology company sought to evaluate one of their user experience software assessments with the goals of identifying possible misunderstandings in the current software feature assessment tool, understanding cultural differences in these misunderstandings, and identifying improvements to a current and planned software feature assessment tool.

Approach

We managed multiple formative studies utilizing cognitive interviews in four different countries to assess users’ perception, comprehension, and emotional reaction to the current software feature assessment tool. Subsequently, we used the wealth of this information to shape our recommendations for a more effective and culturally sensitive software feature assessment.

Outcome

This global research identified culturally specific translation insights, sources of confusion, main user pain points, and improvement recommendations. These findings resulted in actionable solutions to improve use of the software feature assessment tool across markets.

Industry:

Technology

Method/Process:

Formative / Evaluative, In-depth interview

Stimuli:

Mobile and PC, Mobile and PC prototype
Identify speech detection algorithms through voice sampling for global healthcare solutions

A global healthcare company sought to improve speech detection algorithms used by health care professionals (HCPs) to access patient information.

Challenge

A global healthcare company needed to increase efficiency and accuracy of accessing patient information via both voice and text input.
We were asked to explore how health care professionals would naturally interact with a text and voice-controlled system in order to access information about their patients.

Approach

We interviewed more than 500 health care professionals from the US, UK, and Ireland, ensuring variety in our sample collection.
To learn how HCPs might interact with the system, we asked them to naturally request patient data in their own words, collecting both text and voice samples of various scenarios for each participant.

Outcome

The diversity of our participants allowed us to capture a wide range of text and voice samples. We learned how HCPs would ask a machine for information in both text and voice formats and collected a large library of regional accents to use in training language algorithms to increase efficiency in these interactions.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Clinician-centered digital app, Voice-controlled technology
Improve usability and identify behavioral use of mobile app for at-risk patients

A pharmaceutical company needed to test usability of an app for patients facing a serious medical condition.

Challenge

A pharmaceutical company created a mobile app to provide informational resources for patients facing a serious medical condition. We were asked to evaluate the app for usability and understand behavioral use related to navigation and content.

Approach

We conducted 60-minute remote usability sessions with adult patients and caregivers throughout the United States. Participants were asked to interact with the app to evaluate its ease of understanding and presentation of relevant content. We observed participants as they performed key tasks and collected their feedback as they interacted with the application.

Outcome

Our research uncovered users’ mental model of how to use the app and provided feedback on the design and content within the application, what worked well, and what could be improved. We provided recommendations in several areas of concern including ease of navigation, completeness, and visual accessibility.

Industry:

Health

Method/Process:

Formative / Evaluative, Remote testing

Stimuli:

Mobile app / Mobile device
Improve usability and messaging of news website and mobile app

A global biotechnology company wanted to assess the usefulness and usability of its informational website designed for clinicians.

Challenge

The goal of this study was to determine if clinicians thought a website that consolidated content from various news sources trustworthy and easy to use. This was the US portion of a two-country study.

Approach

We conducted 90-min individual interviews with specialty healthcare providers. Participants interacted with a clickable prototype of both the desktop and mobile websites. In addition to testing the usability of the site, the various types of content were also evaluated.

Outcome

Overall, our US findings highlighted that while participants found the site usable, the terminology used, lack of context, and trust of news sources impacted usefulness. We were able to identify simple fixes that could dramatically improve usefulness and mitigate the issues around credibility.

Industry:

Health

Method/Process:

Formative / Evaluative

Stimuli:

Clinician-centered digital app
Improve usability and messaging of online game store

A major European games publisher needed to perfect their process to increase subscriptions.

Challenge

A major games publisher asked us to conduct usability testing of the subscription sign-up and purchase journey for its online games store. Objectives for the study were to determine if the subscription offer was clear and appealing; evaluate whether participants could successfully subscribe and download a game; and assess the subscription cancellation process.

Approach

Because we really needed to get ‘in their heads’ we took a qualitative approach. Ten gamers participated in hour-long, in-person in-depth interviews (IDIs); half of the participants began their journey in the browser-based games store while the other half began their journey using the desktop client games store. During the IDIs, we posed tasks and scenarios and captured rich feedback.

Outcome

Many participants did not know what the subscription fully entailed or what catalog of games would be included. Once a game was downloaded in the desktop client, conflicting messaging confused participants. To alleviate this, we made several recommendations on how to improve the subscription offer and download ability, as well as several improvements to readability and formatting.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative, In-lab testing

Stimuli:

E-commerce, Gaming, Website
Improve usability and safety of wearable pump for Type 2 Diabetes patients

A medical device manufacturer sought to evaluate the usability and safety of the patch pump and training with potential patients and healthcare providers.

Challenge

A medical device manufacturer sought to test a simplified wearable patch pump for Type 2 diabetics that would communicate to users without the use of a primary display or companion device.

Approach

Our research approach included a certified diabetes educator who administered a 2-hour group training session with participants. After a minimum decay period of 24 hours, we observed participants using a non-functioning prototype.

Outcome

Participant performance with the pump suggested patients would benefit from improvements to device training and support materials, such as the instructions for use (IFU). We provided the manufacturer with detailed recommendations for device improvement. We also delivered a robust human factors report that analyzed all errors experienced by participants.

Industry:

Health

Method/Process:

Documentation

Stimuli:

Pumps and drug delivery devices
Improve usability of connected household appliance

A consumer products manufacturer sought to assess the usability of a touch-screen appliance that allowed connectivity with a mobile device.

Challenge

We were tasked with assessing the usability of a touch screen prototype designed to connect with the user’s mobile device.

Approach

We observed participants using a prototype of the device in a consumer kitchen lab environment. We assessed the users’ ability to set up and connect the appliance to a mobile device, use the mobile device to control the appliance, as well as their reaction to error screens. We designed this in-lab test to support other streams of research being utilized by the manufacturer.

Outcome

Reaction to the product was positive overall, but we identified key areas to improve the initial connection and overall user experience. We provided specific design recommendations which were made before product launch.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative

Stimuli:

Home appliance
Improve usability of home monitoring system for patients with implanted pacemakers and defibrillators

A medical device manufacturer asked us to evaluate the usability of a home monitoring device for individuals with pacemakers and defibrillators and explore ways to improve the product according to user needs and preferences.

Challenge

The home monitoring device would communicate to users the working status of their pacemaker and notify them and their doctor of any malfunctioning. Therefore, it was important that the instructions and notifications on the device were easy to interpret. Furthermore, the device was designed to be set up in the home by the intended user, which meant that the usability of the instructions for use (IFU) and setup procedures also had to be evaluated.

Approach

Our research approach involved a 90-minute in-depth interview with participants from the target population, who were observed as they followed the IFU to set up and used the device. We then asked them questions about their experiences and probed on any aspects of confusion at each stage of their interaction with the device.

Outcome

Participant performance in setting up the device suggested that a clearer IFU was needed, along with some potential design changes. We worked closely with the client during the study sessions to refine the direction of the research as participants provided feedback to ensure that they received the insights needed to fulfil their research objectives.

Industry:

Health

Method/Process:

Formative / Evaluative, Simulated environment

Stimuli:

IFU, Patient-centered digital app
Improve usability of mobile app for MS patients

A developer of digital health self-assessment tools sought usability testing for an innovative smartphone app designed to help healthcare professionals and patients better understand MS.

Challenge

We were tasked with evaluating the interface design of an innovative self-assessment app for multiple sclerosis (MS) patients. The app collects quantifiable data through a series of tasks performed by patients, which can be used to help healthcare professionals and patients better understand the progression of the disease. We were asked to uncover design inconsistencies and usability problems within the user interface and content areas.

Approach

For the US portion of this international study, we recruited MS patients for 60 minute in-person sessions. Participants were asked to complete a series of tasks with guidance from the application. After their attempts, participants were asked to evaluate the ease of understanding the application’s instructions and user interface.

Outcome

Overall feedback from participants was positive with many indicating they would recommend the app to others. Our research uncovered inconsistencies in some task instructions and identified key areas where simple changes to photos or wording could reduce confusion and improve user experience and accuracy in completing tasks.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Mobile app / Mobile device
Improve usability of travel website and mobile experience

A travel company designed a new tool that allowed users to manage and book all trip details using one interface.

Challenge

The company wanted to optimize the usability of the website and mobile site to ensure it was easy for users to book travel. The tool promised to consolidate travel logistics.
The company was simultaneously conducting global testing and they were looking for a US testing partner.

Approach

We conducted a remote mobile usability study to evaluate the trip planning process. The remote lab we designed enabled us to watch participants use their own devices and screen capture each interaction.

Outcome

We identified pain points, sources of confusion, inaccuracies, and receptivity to the tool. We also provided design recommendations to improve terminology and content. Ultimately, with some optimization, users found the tool valuable.

Industry:

Travel

Method/Process:

Formative / Evaluative

Stimuli:

Mobile app / Mobile device, Website
Improving children’s online privacy and safety messaging to adapt to changes in UK regulatory guidance

A major online gaming company asked us to compare and evaluate prototypes designed to display privacy and safety guidance when gaming online. Our priority was to find the advantages and disadvantages of each prototype to ensure that the guidance was effective.

Challenge

Due to recent changes to the UK’s regulatory guidance on child safety online, the online gaming company needed to adapt its messaging to ensure that children of all reading ages could easily understand and retain information about how to stay safe online. This meant that terminology, presentation, and usability had to be scrutinized to ensure that universal resonance was achieved.

Approach

Our research approach involved 75-minute in-depth interviewS with children of all reading ages, where we let them navigate various prototypes that displayed privacy and safety messages in different designs. For each design, we measured the amount of time spent on the messages, how much of the message they understood and retained, and their design preferences.

Outcome

Participant feedback showed that simpler terminology was needed, along with more concise, clearer messages that discouraged participants from skipping. We weighed the pros and cons of each design to highlight design elements that were most effective for the users. We transformed these findings into an in-depth report and presented it to the client with potential steps forward.

Industry:

Consumer electronics, Technology

Method/Process:

Design, Exploratory / Foundational

Stimuli:

Gaming
Investigate accessibility opportunities in voice technology for visually impaired users

A major telecommunications company sought to understand mobile phone accessibility and usability issues unique to visually impaired users.

Challenge

A major telecommunications company sought to explore usability issues and challenges unique to visually impaired and blind mobile phone users.
Team members were tasked with investigating existing and prototype hands-free and eyes-free mobile phone features to uncover insights that would guide the design and development of future enhancements.

Approach

100 participants with varying degrees of vision impairment were recruited for this two-phase study.
During contextual interviews, focus groups, and usability testing, participants completed phone tasks using 3 different phones and tested a voice-enabled prototype. Participants were given an opportunity to discuss accessibility issues related to current technology.

Outcome

The research revealed a clear list of features desired by visually impaired users. Participants agreed that they preferred to use the same devices as sighted users as opposed to specialized accessibility devices.
Voice-enabled task flows were found to be intuitive by most participants and research revealed targeted opportunities for feature additions and future development.

Industry:

Consumer electronics

Method/Process:

Accessibility, Exploratory / Foundational, In-lab testing

Stimuli:

Voice-controlled technology
Investigate critical tasks needed for website functionality

A software company sought to understand usability issues unique to their real estate project development site and customers.

Challenge

A software company sought to explore usability issues and challenges facing customers of their live real estate project development site. Bold Insight helped to develop a study investigating the existing website to uncover insights that would guide the functionality and development of current and future enhancements.

Approach

We recruited 9 participants with job titles related to real estate developing were recruited to participate in the study.
Both contextual interviews and usability testing were conducted. Participants completed critical use journeys using the company’s live site and then discussed specific pain points and expectations they faced while going through the journey.

Outcome

This research revealed features on the site that were not inherent to users without assistance and/or did not function the way participants expected them to. It also provided feedback on the potential this product could have and the time and frustration that could be saved if certain features and aspects of the site were improved.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative, Usability testing

Stimuli:

Website
Investigating cross-cultural differences in how individuals interact with ads on a video streaming platform

An advertising company asked us to explore how individuals from multiple countries interact with advertisements when consuming content across connected devices. We focused on identifying any user needs that could be transformed to increase brand engagement and create a more seamless purchase experience

Challenge

While connected devices are becoming more popular, current ad experiences are still not optimized for multi-channel deployment, creating an opportunity to address this limitation.

Approach

Our research approach included a one-week diary study, where we asked participants to track the ads they encountered, and if and how they interacted with these ads. We then observed users in their homes and recorded how they naturally interacted with ads, followed by interviews on their general ad experience. When appropriate, we asked users their thoughts on features that can be incorporated to improve their overall experience. Throughout the study, we also managed overseas partners as they proceeded with their research.

Outcome

We identified multiple frustrations in users’ ad experience relating to the content of the ads they saw and difficulties with saving the ads, which created friction in their purchase decisions. We further highlighted cross-cultural differences and similarities in the user pain points in a detailed report and presented it to the client in a readout. This allowed us to discuss recommendations to improve their ad experiences.

Industry:

Market research and advertising

Method/Process:

Diary study, In-lab testing

Stimuli:

Mobile and PC
Produce roadmap for voice-controlled gaming development

A global technology company needed guidelines for voice-controlled multi-platform game development.

Challenge

A global technology company sought to explore the necessary considerations for developing voice-controlled multi-platform games – a space where its development was still at the infancy stage.
We were tasked to determine opportunities based on existing need and explore how to optimize voice-enabled technology into gameplay for various platforms and interactions.

Approach

Pain point identification and innovation involved a mixed-method approach. We conducted remote in-depth interviews with users across platforms. And then invited participants back to engage in co-creation sessions in triad sessions.
Co-creating concepts that do not yet exist is challenging. Our approach captured insights from users who had time to reflect, which leveraged the benefits of a mixed-method approach.

Outcome

We uncovered several trends, key among them being a strong desire to design social interaction and the need for customization of controls and interaction in voice-controlled gameplay.
Our research provided an evidence-based roadmap for expanding and developing games for voice-controlled platforms.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative, Remote testing

Stimuli:

Gaming, Smart home, Voice-controlled technology
Provide assessment and solutions for call center application design

A major utilities and telco provider sought to improve their customer experience and operational efficiency.

Challenge

We were asked to evaluate various aspects of our client’s call center and service technician operations to identify opportunities for system redesign.

Approach

Our team conducted contextual inquiries in the field with service technicians as they processed requests for installs, service, and repairs to identify opportunities to enhance efficiency and effectiveness at point of service. We also observed customer service representatives (CSRs) in the call center with an eye towards improvement at the service request level and led collaborative design sessions with the CSRs to identify workarounds that could be translated into system improvements.

Outcome

We provided interface improvements on the CSR and service technician side that addressed both CSR’s desire for a more efficient order entry process, as well as service technician’s desire for accurate and timely access to customer information.

Industry:

Utilities

Method/Process:

Exploratory / Foundational

Stimuli:

Call center
Provide competitive usability evaluation of connected cooling systems

A manufacturer of air conditioning (AC) units sought to compare its connected in-window AC unit with comparable competitive products on the market.

Challenge

We were asked to provide an expert evaluation of the manufacturer’s in-window AC unit against comparable competitive units as well as two smart thermostat systems.

Approach

We spoke with current users of in-window AC units during in-lab research; testing focused on setup of the connected system and use of application features.

Outcome

Our insights helped the manufacturer determine the features that should be developed and terminology to use. We also made design recommendations to improve usability of the application.

Industry:

Consumer electronics

Method/Process:

Exploratory / Foundational

Stimuli:

Home appliance
Provide expert evaluation of call center application

Our client was upgrading a sales and service application for customer service representatives.

Challenge

The goal of this study was to assess the impact of rolling out a new sales and service application to thousands of desktops, handling millions of calls.

Approach

Our team conducted a series of offline (task-based) and online (live) studies with call center reps. Our client then evaluated the expected impact pre- and post-launch of the application. We collected time, motion, error data, and qualitative input.

Outcome

We delivered a clear picture for our client as to what the impact of the new application would be (if implemented as is) for contact times, errors, and learnability (i.e., time to asymptotic performance) across a variety of contact types. Based on the qualitative feedback we collected, we provided guidance as to what elements to improve to reduce the impact of the change.

Industry:

Consumer electronics

Method/Process:

Formative / Evaluative

Stimuli:

Call center, Mobile app / Mobile device
Refine iterative design process to improve pharmaceutical instructions for use (IFU)

A pharmaceutical company needed to evaluate the effectiveness of their instructions for use for a new product.

Challenge

A pharmaceutical company needed to evaluate the instructions for use of a new product that healthcare providers would administer to their patients. We were asked to assess if HCPs would be able to effectively use the instructional materials as intended and ensure that the instructional materials adhered to the best practices in user-centered design.

Approach

Before one-on-one interviews with potential users, our team conducted a heuristic evaluation of the instructions for use. We then completed a simulated-environment usability study to collect data that guided revisions and updates to the instructional materials. We then conducted a post-iterative study where we collected further feedback on the product and redesigned instructional materials.

Outcome

The changes made to the IFU following the pre-iterative portion of our study successfully alleviated user confusion and improved overall usability of the instructions.

Industry:

Health

Method/Process:

Documentation, Formative / Evaluative

Stimuli:

IFU
Refine packaging design to mitigate clinical workflow risk

A manufacturer of surgical and delivery devices needed to better understand use cases around the deployment of their crash cart products in typical clinical environments.

Challenge

The manufacturer wanted to develop new packaging and labeling that would better support clinical teams from a storage and retrieval perspective, as well as a safe and effective use perspective.

Approach

We conducted interviews with subject matter experts (SMEs) from the manufacturer’s organization, as well as contextual inquiries in the field with clinical teams to understand known opportunities for improvement and current challenges.
We used these insights to create a number of simulated-use scenarios and conducted lab-based research to refine and prioritize design opportunities.

Outcome

We provided the manufacturer with redesigned packaging and labeling for several products based on what we learned from the clinical workflows associated with crash cart deployments. Many of the design changes significantly mitigated use-related risks.

Industry:

Health

Method/Process:

Design

Stimuli:

Packaging and labeling
Reimagining accessibility and inclusion for block-based programming in K-12 computer science education

A global telecommunications company was interested in conducting a literature review to inform internal accessibility efforts.

Challenge

A global telecommunications company wanted to explore opportunities to support students with disabilities, their teachers, and other stakeholders in K-12 computer science (CS) education with a particular focus on block-based programming. To achieve this goal, research was needed to inform the scope of the K-12 CS education ecosystem and larger education system at large.

Approach

We conducted a literature review to assess the state of accessibility in K-12 computer science education and identify opportunities for improvement. Desk research consisted of scoping the current landscape of accessibility efforts in computer science education, evaluating the user experience of assistive technologies in the classroom, and identifying relevant stakeholders and ongoing research projects.

Outcome

We produced a white paper for distribution internally and to select stakeholders. The white paper summarized the current landscape of assistive technologies used by students with disabilities and identified where the curriculum for block-based programming may not be able to accommodate a diverse range of users. Recommendations were made based on findings from the literature review.

Industry:

Education

Method/Process:

Accessibility, Desk research

Stimuli:

N/A
Understand diabetes patient use and management with connected devices

A pharmaceutical company sought to understand how people with diabetes use technology to manage their disease.

Challenge

The company required exploratory research to gather insights about the behaviors of people with diabetes and how they use connected devices and applications to monitor, manage, and treat their disease.

Approach

We conducted a mixed-method study involving a series of remote, individual interviews and a longitudinal online diary study with participants to gather detailed qualitative insights into patients’ treatment behaviors, preferences, use environments, and how patients use connected devices and applications in their daily disease management.

Outcome

We provided the company with a clearer understanding of patient behaviors, needs, preferences, and of the ecosystem of connected devices they use for diabetes management. We provided insights into use environments, how patients make treatment decisions, and how patients interact with their connected devices. We also identified pain points and areas for opportunity in the current device ecosystem.

Industry:

Health

Method/Process:

Exploratory / Foundational

Stimuli:

Connected device
Understand travel planning experience for populations with auditory and visual disabilities

A global technology company wanted to develop a more in-depth understanding of the travel booking process and travelling experience for populations with auditory and/or visual impairments.

Challenge

A global technology company wanted to learn about the travel-planning process for populations with auditory and/or visual accessibility needs, especially as it related to booking accommodations. We conducted in-depth interviews and developed guidelines for effectively conducting accessible remote interviews with populations that identified as blind/low vision and deaf/hard of hearing.

Approach

We developed approaches to conducting in-depth interviews that accommodated the unique accessibility needs of the participants. In interviews, we discussed foundational travel needs with an emphasis on booking accommodations to learn about both populations’ current processes and procedures and to discover what type of information they sought out when booking travel.

Outcome

This research provided insight into the information most important to each population as they researched travel and the methods they used and relied on to access that information and travel safely and comfortably. The study also uncovered more about participants’ experiences and desires surrounding what they looked for from their travels and identified tools that could improve their experience.

Industry:

Consumer electronics

Method/Process:

Accessibility, In-depth interview

Stimuli:

Mobile and PC
Understanding why people play multiplayer games to guide future product developments

A global technology company wanted us to research casual multiplayer games (MPGs), exploring the current design gaps and discovering the experiences and perceptions of why people play multiplayer games (MG). The purpose was to help guide future strategies.

Challenge

They wished to understand why people enjoyed playing casual and multiplayer games (MPGs). We aimed to identify where the multiple-player experience occurred and uncover user playing preferences and indispensable features .

Approach

Across seven countries, we conducted 60-minute remote in-depth interviews with the target population. We asked participants to describe their MP gaming experience, detailing their favorite genres and play modes, definitions of casual MPGs, and how they discovered new MPGs.| We probed whether different devices and settings would impact their casual and non-casual MPG experiences. We also asked participants about their game spending habits and subscription features to identify their expectations of the price and features of a gaming subscription service.

Outcome

Our research uncovered various pain points and potential barriers to accessing specialist care in the typical patient journey. Further, we provided feedback on the design and users’ perceived value of the content within the app, highlighting what worked well, potential design improvements and approaches that the client could adopt to localize the content to help to appeal more to the UK patient population.

Industry:

Gaming

Method/Process:

In-lab testing

Stimuli:

Existing product experiences