What was the business issue?
A technology client purchased a startup software company and enlisted M&ES to “fix” the user experience of their new acquisition’s web-based software product.
How did M&ES help?
Media & Entertainment Strategies conducted several iterative projects in quick succession.
- Initial software evaluation: (in-person user testing with current users of the software):
- Two, three-day projects with current users to identify problems and confusion surrounding the product
- Alterations made nightly so new solutions / approaches could be rapidly tested
- Post-launch Stage I evaluation (small business ethnographies throughout the US with the revised release of the software):
- Five to six hour ethnographies, observing new users engage with the software
- Identified key issues for immediate attention
- Post-launch Stage II evaluation (online in-depth interviews informed by dairies):
- Interviews with Stage I respondents to identify usability problems experienced in ongoing interactions with the software
- Developed a comprehensive list of final issues and corresponding fixes
- Working in concert with the company’s software engineers, the product was rebuilt within a matter of weeks. The client reconsidered all aspects of the software, essentially stripping it to its skeletal framework, and adopted almost all M&ES recommendations over the course of the relaunch (and rebranding) of the software product.