The focus was on process optimization to ensure that an improvement of the existing application will benefit account managers as well as the citizens as much as possible.
U.sentric conducted interviews with customers insured by a brokerage company, according to the method of 'co-constructing stories'. To confirm the findings of this qualitative research they conducted a quantitative validation with 300 respondents.
U.sentric supported us on a strategic level and successfully identified the needs and opportunities for the UX Centre-of-Excellence, its formalisation, governance, communication and activities towards different stakeholders in Elia Group.
U.sentric is very good at conducting thorough research into the actual needs of users and involves them and other stakeholders intensively throughout the entire process. They always strive for the best feasible approach for us as a customer.
U.sentric provided EPSO with three reports: Usability and accessibility review, Usability report and Usability and accessibility guidelines. All reports were useful and contained important information, which will help in the improving EPSO’s website.
With the analysis of the current processes, the NICC has gained a complete understanding of its internal functioning, including all technical steps but also including all informal and manual steps and conventions.