User interfaces need to be designed and developed adopting the principles of User Centred Design, (UCD), to ensure that the interface is optimized around how users or customers want, need or can work to allow them to meet their needs and goals. This allows them to accomplish their tasks in an efficient manner that also gives them a positive experience.

Jim Webster, Managing Director

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Customer Experience Design

Regardless of channel, product or service, consistency in design/branding, navigation, instructions, clear and intuitive lay out of information and products can be crucial elements in creating a positive customer experience.

Your customer must be able to find, access and use your products and services with ease, and, if appropriate, purchase them without difficulty or confusion if they are to be encouraged to give you their long-term business.

We employ a user or customer centric design methodology to assist our clients in creating positive customer experiences that encourage increased and enhanced interaction. At every stage in our design process user research is employed to inform design decisions and to evaluate the success of the design strategy and technical functionality in meeting the needs of the end user - your customer.

These techniques can be employed to tackle a range of requirements:

• Creation of intuitive digital (website, mobile, PDA and iTV) designs and simplified purchasing and registration processes, increasing visitor time and successful process completion rates.
• Clear and meaningful presentation of products and services ensuring easy product identification and selection.
• Prioritisation of digital real estate and the strategic positioning of business critical functionality aligned with primary user goals.
• Identification of site and product evolutionary strategies to enhance customer and user acceptance.
• Analysis of functional requirements and concise interpretation into Functional Design Requirements to mitigate risk of failure.
• Creation of prototype models that can be used to validate design concepts and minimise the risk of user or customer rejection.

fhios employs a number of methods within the context of Information Architecture Design:

• Personae Creation
• User Needs Analysis
• Use Case Scenarios
• Conceptual Modelling
• Functional Requirements Analysis & Definition
• Prototyping