Case Studies

The Business Challenge

A global financial firm had an advisor workstation whose purpose and value was unclear. The client was unable to quantitatively prioritize enhancement requests. There was no way of knowing if users had fully adopted their applications, and traditional large scale user testing was too costly due to the expense of taking financial advisors offline.

Solution

MISI was brought in to look at the specific business and technology goals and align a measurement strategy around them. Contextual enquiries were done on site at the advisors’ workstations to allow for user observation without taking the advisors offline. MISI defined the “Measures that Matter” to tell the story of how the application was truly performing against established goals. Finally, a continuous improvement process was put in place to allow for ongoing measurement and the ability to prioritize future enhancement based on user needs and business goals.

Outcome

In the first two quarters after it launched, the financial advisor workstation adoption rate increased from 65% to 80%, and low value features were retired yielding a savings of $500,000 in maintenance for the first 6 months alone.