COMPANY https://www.secureworks.com/ Secureworks is a cybersecurity company that specializes in providing advanced threat detection, managed security services, and cybersecurity consulting to organizations worldwide.

PROBLEM
Taegis is the main Secureworks SaaS cybersecurity platform. Customers who use the platform need a mobile version of the platform to provide ‘on-the-go access’ to critical threat information and response capabilities.

STRATEGY
To meet customers’ demands, a compressed timeline for the development of a mobile platform forced the UX design and research processes to be carried out concurrently with UI engineering efforts.

The objective was to gain a comprehensive understanding of user preferences and expectations for a mobile platform, as well as its intended usage. This necessitated the creation of iterative prototyping to facilitate the research process.

SOLUTION
Approximately 20 one-on-one user testing sessions were conducted, the insights from which played a pivotal role in shaping the overall user experience of the mobile design. These user-centric iterations and testing sessions ensured that the resulting product not only met the technical requirements but also delivered a user-friendly and intuitive mobile platform that aligns with user needs in recording breaking time.

RESULTS
The research not only instilled confidence in the accuracy of the UX designs but also led to crucial revelations. Some initially scheduled features, which did not align with user preferences, were reconsidered, while other features slated for a later development phase were promptly integrated into the current release.

Furthermore, a significant design revelation emerged from the research – the planned responsive tables, although initially envisioned, were found to be cumbersome by users. Consequently, a more user-friendly solution in the form of ‘expandable cards' was designed to replace the tables.

COMPANY www.ventana.com 
Ventana is a division of Roche and is a global leader in tissue diagnostics. It develops, manufactures, and markets instrument reagent systems that automate tissue and slide staining.

PROBLEM
The process and medical lab software at Ventana Medical systems that analyzed, discovered and delivered cancer tissue biopsies was outdated and prone to human error. Because lives were at stake, there was an urgent need to redesign the experience and workplace for lab employees that supported task-based actions, improved accuracy of lab results, sped time to completion, and drove down costs.

STRATEGY
Create an end-to-end product and process workflow that was automated, streamlined, and provided increased productivity and patient safety gains. Lean Six Sigma principles were used to identify workflow benefits.

SOLUTION
By integrating information flow with lab work, Ventana created a first of its kind workflow solution. It allows labs a complete chain of custody based on lean integrated processes, and full visibility into lab operations any time, from anywhere.

RESULTS
This comprehensive solution for cancer tissue testing included hardware, software and workflow consulting that virtually eliminated errors with a “one label, one time” identification system that included barcode scanners. A dashboard that delivered anytime insight into lab performance identified opportunities to improve workflow, quality, staffing and efficiency.

CORE TEAM
Simon Choi, UI Lead
Terri Ducay, Project Director, UX Design/Research

COMPANY https://ricoh-usa.com/en/Industries/Healthcare
A global leader in cancer tissue diagnostics. The company develops, manufactures, and markets instrument reagent systems that automate tissue and slide staining in anatomic pathology laboratories.

PROBLEM
To meet the demand for a connected world, technology developed by Ricoh’s medical division, E-Ink, allowed hospital personnel the opportunity to capture, share and retrieve medical information in new ways. Although the technology of the eQuill was superior to anything on the market, users found it difficult and impractical to use, which resulted in low sales.

STRATEGY
Incorporate user-centered approaches using expert interviews, observations, and evaluations to create an easy-to-use, full-featured technology implementation that had both emotional depth and meaning to intended users.

SOLUTION
Design for understanding and ease of use. By using an Agile development process incorporating two-weeks sprints we created a successful minimal viable product (MVP).  Based on user needs for a simple, easy-to-use tool we simplified navigation for large file management, implemented file synchronization and migration, smooth document navigation and page transitions, and creation of a nomenclature which was clear and exact.

RESULTS
Ricoh successfully rolled out a new version of eQuill for the enterprise market based on a 9.7” e-ink screen, with a stylus, Wifi, 5MP camera, and onboard microphone. Originally created for the medical market, the all-in-one document management solution was approved by the FCC and has since spread to other industries needing on-the-go document management needs.

CORE TEAM
Jonathan Carpenter, Project Director
Ben Sebby, UI Design Lead
Terri Ducay, UX Design Lead

COMPANY www.belkin.com
Belkin specializes in connectivity devices. It is a company driven by creating products that help people realize the power of technology and make people’s lives better, easier and more fulfilling.

PROBLEM
How to create a viable market for Belkins’ products in a market where the daily wage is $2 a day. More than 40% of the world population lives on less than US$2 per day. Our target was the rural farming areas in India—an environment where poor roads, poverty, and energy blackouts limit educational opportunities for children. In rural schools where connection to the electrical grid was haphazard at best, dangerous at worst, Belkin's challenge was to provide a safe, inexpensive connectivity solution for the One Laptop Per Child project.

STRATEGY
As Belkins’ First Entrepreneur in Residence, hired specifically to work on Emerging Markets, I looked first at affordability, scalability, appropriate use, and then secondarily at technology. To bring our strategy to life quickly our team used a design thinking approach to build rapid prototypes that enabled users to see and touch the solution and understand the opportunity.

SOLUTION
A portable power surge device that plugs into a single electrical outlet and connects up to five laptops, preventing electrocution of children and destruction of their computers. To build a viable solution and bring it to market required partnering with outside organizations, companies, schools and NGOs, including Microsoft Labs, MIT, and SEWA (Self Employed Women's Association headquartered in Ahmadabad, India). Working with the One Laptop Per Child project, we provided a viable energy solution so students in classrooms could safely power their laptop.

RESULT
Successfully brought to market a low-cost, rugged and conneted laptop with the goal of providing one for each child who otherwise could not afford a computer.

CORE TEAM
Mark Reynoso, Belkin CEO
Joshua Seal, Product Designer
Terri Ducay, Research

COMPANY www.ea.com
Pogo.com, owned by Electronic Arts, is a free online gaming website that offers over 100 casual games from brands like Hasbro and PopCap Games. It offers a variety of care and board games like First Class Solitaire and Monopoly to puzzle, sports and word games like Scrabble.  

PROBLEM
Encourage a new generation of mostly female game players—who had thus far felt ignored by the gaming industry—to sign up for Club Pogo, a paid subscription service, that hosts over 100 online, card, and board games. For this audience, game play wasn’t always about winning. Research revealed it was a way to socialize, de-stress, and connect to a community.

STRATEGY
Communicate the offer of premium benefits for an audience of women including a game play environment uninterrupted by advertising.

SOLUTION
• Begin by understanding the needs, behaviors, and motivations of this new, untapped audience.
• Conduct fast prototyping to understand where a potential subscriber was in the gaming process. 
• Define a level of “premium benefits” for new, mostly female subscribers.
• Create new personas to accommodate a female audience which where distributed to the entire development team.
• Stage a series of design workshops to ensure everyone understood the personas.
• Build a subscription service that provided value for its members, along a spectrum of emotional, social, and game-play benefits.

RESULTS 
Revenue at Pogo.com grew from $30M to $100 M in 5 years.

CORE TEAM
Guillaume Thoreau, UX Design Lead
Michael Humphries, UX Mobile Design Lead
Laura Naylor, Research Lead
Terri Ducay, Design Director

COMPANY www.Cengage.com
Cengage Learning is the third largest educational publisher worldwide, providing content, technology, and services for the K-12, higher education, and professional markets to 19.2 million customers in more than 20 countries.

PROBLEM
In the face of rapid change sweeping higher education, the educational publishing business is struggling to stay up to date. To compound the problem Cengage found itself with legacy software partially due to its switch from print to digital publishing. Traditionally educational companies had focused on the needs of the instructor and of the higher educational institutions. Because instructors controlled the purchasing power student needs were never considered in the development of products or services.

STRATEGY
Instead of focusing on the instructor and institutions, Cengage made a big change in deciding to focus on the student. Based on a user-centered design approach Cengage undertook to understand the world the student lived in, and then design delightful and engaging products for them.

SOLUTION
User research uncovered several factors that led to the creation of MyCengage, a one-stop educational services portal for students and instructors alike. Adjunct instructors, who are an increasing part of the higher education workforce, now had an opportunity to assign materials to support classroom instruction. And students had a single online destination to purchase and download digital textbooks they needed, as well as material focusing on particular subject areas like careers.

RESULTS
Using an Agile development process driven by a design thinking approach, MyCengage was created as a one-stop portal that allowed students and instructors to personalize the site to meet their needs. Instructors received ‘on the go’ information to help students stay engaged with classroom learning.  Built-in intelligence enabled the site to offer customized courseware based on the student’s class enrollment, grades, and career path. Students, who were used to consuming information on the go, now had an easy-to-use platform that delivered the education material they needed, which they could purchase or rent, when and where they wanted it.

COMPANY http://www.cengage.com/students/21voices/
Cengage Learning is the third largest educational publisher worldwide, providing content, technology, and services for the K-12, higher education, and professional markets to 19.2 million customers in more than 20 countries.

PROBLEM
Higher education faces tough issues today: rising tuition, increases in student debt, a changing demographic that makes it almost impossible for working students to graduate in four years, and an ongoing search for relevance in which employers are asking for a trained workforce. Despite these well-known problems, not much was know about the end-to-end lives of students, and what new products and services they needed to succeed.

STRATEGY
Research deep and broad. A four-year longitudinal project, named 21 Voices, was created to learn who today’s college students are, what their needs include, and how Cengage Learning can support those needs.

SOLUTION
Two years in the making, a C-Level report identified five opportunities that included making classroom experiences more relevant and the need for life long learning following graduation. While the report exposed shared needs, it also uncovered new market segments, for Cengage to offer products and services to support new behaviors.

RESULTS Based on this report Cengage launched a $500 million program to exploit the opportunities uncovered by 21 Voices.

COMPANY www.Cengage.com
Cengage Learning is the third largest educational publisher worldwide, providing content, technology, and services for the K-12, higher education, and professional markets to 19.2 million customers in more than 20 countries.

PROBLEM
Cengage was stuck in the print era. To compete in the new world of digital publishing they needed to adopt the methods and culture of a technology company.

STRATEGY
Work closely with business and technology teams to identify high impact products, then apply design thinking methodology to develop new classroom technology for changing educational markets.

SOLUTION
Re-imagine the educational journey of a working adult student in higher education. Instead of asking busy, working students to go to the library, we built a suite of responsive design products into a learning resource center, delivering educational modules, videos and quizzes to time-constrained students’ mobile phones.

RESULTS
First quarter product release resulted in $10.2M annual additional net revenue.

COMPANY IQMax.com
IQMax is a privately held corporation and an early pioneer in the field of mobile healthcare solutions for healthcare providers and facilities.

PROBLEM
In health care the promise of a single, unified digital patient health record is still a long way off. To make effective, accurate decisions at the point of care, nurses and physicians need immediate access to patient data no matter where it resides.

STRATEGY
Build a mobile solution to deliver the ‘correct amount’ of information needed by a medical professional, whether a quick scan for a checkup by a nurse, or the examination of lab results for a physician.

SOLUTION
Developed a data virtualization platform and mobile application suite that enables healthcare facilities to consolidate vast amounts of data from disparate sources and connect it to health care administrators, physicians and nurses.

RESULTS
Created IQMAx mobile application for iOS, Android and Windows Mobile Device. Feature set includes:
• Comprehensive system manager for greater administrative visibility and control
• Detailed, configurable dashboard for system administrators to view system status in real-time
• Allows collaboration and shared information between staff
• Filtering options enable users to see just the critical information they require at the maximum moment of need.

CORE TEAM
Thai Lao, UX Lead
Edward Lee, UI Lead
Terri Ducay, Project Director