Case studies

The Java Front End system, used in airports around the world - Amadeus JFE 

In 2010 we were contacted by Amadeus (www.amadeus.com), working in partnership with Qantas (www.qantas.com) to assist with the development of their next-generation airport management software. This included:

  • Check-in management
  • Baggage handling
  • Ticketing and booking
  • Load management
  • Gate control
  • Various support services

In conjunction with FinnAir, Qantas and Amadeus brought us into the project initially to provide extensive user testing services. We usability tested dozens of airport professionals at Sydney airport, over several stages of the project. This allowed us to assist the project team improving the design further, and in overcoming various technical and design limitations. Our services were extended to assist in workshops and design sessions, and then later to providing expert reviews and design guidance. Since that project we have worked with Amadeus and Qantas on expert reviews and workshops, including reviews of the Internet check-in process.

 

Website - Information Architecture project

In 2012 we were engaged by Charles Sturt University (CSU) to assist with an Information Architecture project. The project entailed improving the User Experience of information currently spread across three areas of two websites; the CSU website, and the NSW Police website. We were engaged to help improve the access to and the structure for that information. We worked closely with both CSU and NSW Police to research requirements, engaging with the organisations and both future and current students. We were able to identify a range of strategic improvements to be made to overcome current issues, and presented this back to the CSU / NSW Police teams in 2013. Major improvements are now under way internally.

What they said

"Engaged to conduct user experience research, The Fore worked with us to understand our needs and made the process from initial brief to recommendations very easy. Their approach was well structured and they  communicated with us at every step along the way. Gary Bunker knows what he’s talking about and delivered a service on par with anybody else in the game in a most cost-effective way."
Peita Vincent | Manager, Communication (Media Relations and Advertising) | Charles Sturt University

eBay Australia - User tests for Seller process, improve design

eBay Australia were working with the eBay team in the U.S. to improve the Sellers forms here and around the world. They had raised a number of concerns around the overall usability of the new model being proposed.

We were asked by eBay Australia to run tests here in Sydney, to see how well this new design worked. We:

  • Recruited participants for two days of testing
  • Ran tests at the eBay offices, to allow key members to observe live (using our mobile lab)
  • Recorded all sessions
  • Reported back within two days on the status and findings

As a result we identified a number of key concerns with the new design, enabling eBay Australia to respond to the global team with a range of enhancements. These were later included in the revised Selling process.

Electrolux - washing machine project

Since 2008 we have worked closely with Electrolux, when we were approached to assist with conceptual research for a washing machine project.

We provided workshop / group research to identify audience need in terms of user experience (interface, not the washing machine itself) and then provided guidance for Electrolux in terms of future designs. We assisted with the research into interface requirements for consumers until Electrolux was able to create a Flash-based prototype model.

We then user tested that model and helped Electrolux to improve it further.

Since that time we have become the Australian UX partner for Electrolux, providing usability testing, prototyping, expert review and other UX services for a range of their products. This includes washing machines, ovens, fridges,  fridge-freezers and more. It has also included extensive redesigning and testing of a multimedia fridge freezer.

What they said

"I have worked with Gary and his team on a number of projects over the last 7 years, and would highly recommend him to anyone seeking a usability consultant to partner with. He has always provided us with consistently high quality results."

Helen Simpson | Asia Pacific Consumer Insights Manager | Electrolux Australia

 

IKEA KLIPPBOK app

In 2013 we were engaged by the Monkeys to assist them in improving the KLIPPBOK app for IKEA.

Specifically we undertook an expert review of the app (on both Desktop and iPad versions) and then ran usability tests in-store with visiting IKEA customers. Our recommendations have helped to set the strategy for app development into the future.

 

The John Lewis website

We helped JohnLewis.com to improve their usability overall, and to convert that into business success.

We assisted them by providing a range of usability tests across the UK, and to improve the designs based on our feedback and learnings from tests. This proved so successful that JohnLewis went on to involve us in user testing and improving various sub-sites for flowers, gifts and wedding gifts. 

In fact  after testing and improving the design to our recommendations, volume conversion rates doubled.

What they said

"Usability testing before launch allowed us to make sure our new site was fast, friendly and easy to use. You helped ensure that customers can quickly find the products they want and purchase them easily, helping the new John Lewis site maintain the high quality that customers expect from John Lewis."

John Phipps | Vice President Commercial | John Lewis