Waterfield Technologies, a leading enterprise software and professional services organization providing voice and mobile solutions, today announced a new services offering for User Customer Experience (UX) Design to support the delivery of multi-channel customer interactions.   The UX Design service offered by Waterfield is a data-driven and analytical approach to user engagement that delivers increases in productivity and adoption of multiple communication channels.

User experience design – UX, UXD, UED or XD – has been around for a long time. The newly offered UX Design service incorporates human factors into the process by combining the practices of psychology and engineering to design solutions around human behavior, delivering real business results. The concept of enhancing the customer experience by improving the usability, accessibility, and ease of use for customer interactions with UX design just makes sense.

“Our approach to design services is unique in that we focus on solving real business problems with data-driven methods that deliver performance indicators across multiple interaction channels, identifying areas of opportunity for improvement”, says John Marino, CEO Waterfield Technologies. “Our focus is to approach it with a data lens and leverage the science behind human behaviors so that we have the ability to test and quantify the performance impacts.”

This offering enhances Waterfield’s ability to deliver results that impact the bottom line for customer driven companies. Typical UX design services can make big improvements in performance and often don’t require expensive or complicated platform upgrades. The simplest change to a DTMF call flow or the addition of speech to a specific application can greatly increase the satisfaction with any customer interaction. Based on the business goals and current application performance, Waterfield professionals can determine where the biggest impacts and benefits are to improve customer satisfaction and loyalty.

Waterfield Technologies UX Design services model includes three specific phases:

  • Discovery, which focuses on identifying the user, specifically their behaviors and goals.
  • Design, which focuses on delivering recommendations for user interactions, dialog design, and usability testing.
  • Deployment, which ensures that the design addresses the customer needs and delivers on the performance priorities. This includes pilot testing, data monitoring, and periodic post implementation reviews.

If you are a business that is looking to make changes to call flows to improve self-service containment or implement additional channels into user interactions, Waterfield UX Design services is a critical component to your success. We will ensure that the design delivered performs to expectations and ultimately delivers happy customers.

About Waterfield Technologies

Waterfield Technologies is a leading enterprise software and professional services organization, providing voice and mobile solutions that deliver an exceptional customer experience. A global organization, we have 30 years of experience and have delivered solutions to more than 25 of the Fortune 100 companies across a deep set of vertical markets.

Waterfield delivers voice and mobile solutions that drive increased customer satisfaction, while reducing overall business expense, improving the speed, quality and efficiency of customer interactions across multiple channels.