Strategic Call Center Redesign
Marriott InternationalAfter successfully completing the research phase of the Marriott call center application project, Matter was awarded another phase of work to strategize and conceptualize the application organization and determine the application user interface design direction. Read more »
Contextual Product Research in London
Kimberly-ClarkWhile Kimberly-Clark is a worldwide leader in paper products like paper hand towels, a fiercely competitive marketplace exists for those products. Paradoxically, consumers hardly spend a second thinking about the very hand towels they are using that Kimberly-Clark and their competitors are locked in battle to get stocked into prominent public spaces and buildings throughout the world. Read more »
Contextual Design for the Retail Experience
Cingular Wireless (AT&T)Because Cingular Wireless has over 1800 retail stores nationwide, it costs millions to change a procedure, to reposition products, or even hang a new sign. For a company that effectively sells the intangible concept of “air time”, how do “we ensure that our very real dollars spent on real estate are used effectively?” Read more »
Research and Sales Strategy at Resorts
Marriott Vacation Club InternationalMarriott Vacation Club International (MVCI) is wholly owned division of Marriott International, Inc. and is focused on the sales and management of Marriott vacation timeshare properties. MVCI has Read more »
Understanding Call Experiences
Marriott InternationalIn-context user research to inform the documentation of current state analysis, generate future state business requirements and a project vision, and provide a clear definition of the business issues needing to be solved. Read more »
Inspecting Clean Room Opportunities At Interphex 2007
Kimberly-ClarkThe annual Interphex 2007 trade show, a convention targeted at Pharmaceutical Research and Manufacturing professionals was held in New York City at the Jacob Javits Convention Center on April 24-26. Read more »