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 »
Personalization for Elite Customers
Marriott InternationalLoyalty program members expect superior service, no matter what company is offering the loyalty program. When companies want customers to participate in loyalty programs, companies are expected Read more »
A New Cingular Call Center Experience
Cingular Wireless (AT&T)Like many call centers, those of Cingular Wireless (now AT&T) contain the majority of the company’s employees, represent significant costs, and form the front line of company-customer interaction. 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 »
Optimizing UPS Shipping Interface
UPSUPS had redesigned their web site as part of a corporate re-branding effort and were preparing to launch the site globally. As part of the preparations to launch the site, usability was a primary concern to the UPS management. Read more »
A Strategy for Clean Air
The Clean Air CampaignIn 2004, the organic growth of the The Clean Air Campaign (CAC) web site had devolved into a mess of tangled, unrelated, content threads, and an unwieldy, unintuitive, navigation structure. Read more »
Realizing a Better Call Experience
Marriott InternationalAfter 9 months of planning, research, and strategy work, a design direction for a new reservation application was established, and Matter commenced with a 10-month phase to accomplish detailed design for the new user interface. Read more »
Redesigning a Complex Software Application
Marriott InternationalMarriott International was migrating a revenue management planning tool from a client/server technology to the web. Their existing internal applications development group desired to create a web-based user interface that was more usable and systematic than previous user interface projects, and additionally would establish some foundational user interface standards for the internal applications group. Read more »
A New Web Presence for a New Paula Cole
Universal Music GroupBecause of managerial and label transitions, PaulaCole.com had fallen into a most basic state. As Paula’s new managers and record label (Decca) were working to complete the new “Courage”album, they reached out to Matter to create a new, state-of-the-art web site for Paula. Read more »
The New Madeleine Peyroux Site
Rounder RecordsMajor label recording artist web site design | In 2006, preparing to release her “Half the Perfect World” CD, Madeleine sought to regain control of her web site from her label and create a personalized and sophisticated web presence. Read more »