Human-Centered Design

Our user research-driven HCD processes yield intuitive and highly usable products and digital services for the end consumer community

Producing Exceptional User Experiences

Government agencies provide vital information and services that affect people’s daily lives. Agencies are continually looking for ways to improve the quality of their services to make them more useful. At CollabraLink the end user is at the heart of our designs. CollabraLink employs human-centered principles–driven by user research, interaction design, and usability testing–to increase program effectiveness through innovative solutions and improved user experience designs.

Designing Exceptional User Experiences

CollabraLink’s HCD processes resolve real time operational issues by continually engaging with the user community and designing based on their needs. We build digital services that are highly usable and align with how users work while integrating with service delivery applications. Common outcomes of our HCD processes for our customers include:

Increased Adoption of Digital Services
Increased Efficiency
Reduction of Errors
Increased Satisfaction

Our HCD teams are comprised of:

User Researchers: trained in human factors, human-computer interaction, and cognitive psychology
Interaction Designers: skilled in information architecture and the development of complex user experience (UX) designs and user flows
Content Strategists: experts in content modeling, taxonomy, metadata strategies, and plain-language content development

Human-Centered Design Process

By looking at your agency’s services in a holistic manner, we examine the end-to-end experience from the perspective of the humans involved. This includes the channels they touch (websites, applications, PDFs, Word documents, phone calls, emails, and more). Our Human-Centered Design (HCD) process uncovers unrealized and unmet needs, and provides a blueprint to operationalize service improvements and organize the people, infrastructure, processes, and technology needed to deliver a streamlined, more automated processes.

Immersive Research

Gain an understanding of stakeholder vision and goals, then dive deeply into end user research–ethnographic studies, contextual inquiries, structured observation, and user interviews.

Personas

Compile insights into personas that can be used to share the core user groups and how they think, process information, and make decisions.

Journey Maps

Sketch the process and touchpoints that each persona faces during the end-to-end process, identifying interactions, sentiments, key pain points and opportunities for improvement.

Service Blueprints

Diagram the connection between human activities and the supporting systems and technology that drive their processes.

Experience Design Solutions

From user research findings, generate fresh ideas to improve the experience. Create user experience (UX) designs that meet user needs, and test for usability with users, iteratively driving toward solutions that can be implemented.