Strategic Call Center Redesign

Marriott International

After 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 International

Loyalty 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 »

Understanding Call Experiences

Marriott International

In-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

UPS

UPS 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 »

Realizing a Better Call Experience

Marriott International

After 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 »