Designing New Options For Out-Of-School Youth
W.K. Kellogg FoundationFunded by the W.K. Kellogg Foundation (WKKF), the ten-year goal of the New Options Initiative is to create a new credential that is a valued non-school pathway to employment. Young people, businesses, and community-based organizations will co-create a new model outside the current systems of education and work entry. Read more »
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 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 »
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 »
Customer Segmentation and Brand Strategy
SI Flooring SystemsSI Flooring Systems’ PatternLok carpet backing product adds tremendous value to patterned carpet by providing structural stability, improved performance, and excellent pattern registration 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 »