Post on 23-May-2020
Client: The Sente Group / Industries: Aerospace, Defense, Technology
UX Strategy + DesignUsable Interface Design Boosts
a Product’s User Adoption
content-science.com
contentwrx.com review.content-science.com
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
2
The Client
The Sente Group aids the world’s leading aerospace and defense companies in getting the most out of their testing resources.
Specifically, The Sente Group’s test management solution helps those companies
achieve significant capital and operating expense reductions in their test environments.
The Sente Group’s solution includes on-site consulting and a sophisticated digital
product that tracks testing resources.
In this case study, learn about the The Sente Group’s situation, our approach,
and the results.
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
3
The SituationThe Sente Group had experienced success but saw potential to
expand it. In particular, Vice President of Product Management Dennis Fuller recognized
opportunity in the digital product’s interface. The product had grown sophisticated
in response to customer needs, with many new features added. The more robust
functionality had caused challenges for the product’s user interface. As Fuller notes,
Our tool set was a collection of separate development projects from
different developers and developer groups—and it showed. There was
little consistency of approach and organization, which made the user
experience less than ideal.
The Sente Group turned to us for guidance on improving the
interface so their customers could learn it faster and use it more frequently.
Our SolutionOur work with The Sente Group began by taking a close look at the product’s interface.
Usability Review + Rapid RecommendationsWe reviewed the product’s interface in light of best practices in usability and
documented potential problems. As one simple example, we found several instances of
text that was
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
4
Our Solution continued
underlined and looked like a clickable link, even though it wasn’t actually a link. A
collection of small usability problems like this can add up to a big problem for customers.
The good news is many of these small problems can be fixed fast. So, we offered a set of
tactical recommendations to set The Sente Group on the path to a better interface quickly.
To further improve the interface and to keep it consistent over time, we also
recommended some deeper user experience work, including defining user needs
with personas, creating user flows, and setting more design standards. The Sente
Group agreed.
User Interviews + Personas We interviewed a variety of people who represent the product’s two important user
groups: customers and The Sente Group consultants. We also talked extensively with
Fuller about the feedback he receives from users. We then summarized the key needs and
characteristics of each type of user in personas.
The user personas helped us understand the
product’s users more deeply. And, they can help
anyone—a developer, a designer, a business
analyst—who works on the product in the future
quickly understand the user base.
Persona Report
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
5
Our Solution continued
User Task Flows + Interface Design Standards
To further improve the user experience, we
• Suggested new flows for tasks to save users some steps or to make tasks easier.
• Suggested a cleaner design with some standards.
Improved Interface
To aid The Sente Group’s development team in implementing the recommendations,
we provided
• Task flow documentation.
• Interface design composites.
• Sample screen templates in CSS / HTML code.
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
6
The ResultsSince implementing changes to their user interface, The
Sente Group has noticed a boost in user adoption. More of their customers are using
their product more often, which leads their customers to better manage their testing
resources. Fuller says,
Our work together has helped us drive user adoption deeper in our customer
organizations, helping us develop more strategic relationships with them.
Also, The Sente Group gained guidelines that they can use again and
again. The value of our work is long term. As Fuller explains,
The work we did together provided not just specific, but fundamental
guidelines that we are able to apply to new situations as we continue to
expand our tool set. It’s given me a greater appreciation for the
importance of consistency in the user experience and how subtle changes
can make a big difference.
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
7
Why Partner with UsWhen you work with us, you can be confident we’ll turn your user experience problems
into opportunities. We never lost sight of The Sente Group’s goals. In the same way,
we’ll focus unwaveringly on your business goals throughout an engagement.
If you work with us on a high-stakes UX engagement, you could
gain benefits such as
A clear understanding of your current product’s user experience, including the challenges and opportunities.
Actionable recommendations and a framework to implement them.
Improved usability and design.
Uplift in user adoption and deeper customer relationships.
UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption
8
About Content ScienceWe’re an award-winning content intelligence and strategy firm headquartered in Atlanta, GA.
We have advised the world’s leading brands, nonprofits, startups, and government agencies on making content make a difference to their goals.
Why Content Science? Because content is, indeed, a science. We study what works well—and what doesn’t—so you can make informed decisions about your content.
Our services include consulting, research, and training. Our focus areas include content analysis, content strategy, content marketing, user experience, and content systems.
Our subscription products include the innovative software ContentWRX, which takes the hassle out of understanding whether your content is effective. We also created the online magazine and training platform Content Science Review to empower you and your team with research, tools, and insights.
Our CEO is Colleen Jones, author of the popular content book Clout: The Art and Science of Influential Web Content and frequent speaker.
Want to make your content work for your organization? We can help. Contact us to find out how. content-science.com/about/contact-us
Sample Clients