Challenge

A high-tech start-up wanted to engage more users rich-media video NetAgent™ who presents problem/solution scenarios to ascertain the customer’s needs.

Insight

Applying socio-behavioural principles regarding human-to-human communication would make the interactions more natural and engaging.

Solution

We conducted heuristic usability evaluations and user testing with rapidly developed prototypes to uncover the issues and validate new design directions.

Impact

The revised interface doubled the number of customers that interacted with the NetAgent™, reduced errors, and made the interactions seem more natural and responsive.