Overview
Helping businesses & systems meet the requirements of the people who use them, by assessing and improving the effectiveness of products, services and processes.
Competencies
Applications of my expertise include:
- Requirements specification.
- Business process design.
- Measuring and improving the extent to which IT is effective in servicing a user base.
- Measuring the effectiveness of business systems & processes.
- User-centred procurement criteria.
- Project success criteria.
- Product design improvement.
- Customer experience performance. measurement and improvement.
- Customer-centric service design.
- Defining structures for information, knowledge assets, product catalogues, health records or organisational taxonomies to meet customer and business requirements.
- Improving the validity of customer analysis to form the basis of business and marketing strategies.
- Effective customer-driven strategies.
Mini-Bio
- 10+ years experience.
- Represent the UK on an international standard in usability measures, ISO20282.
- Clients include Canon Europe, Microsoft, NHS, Diageo, Travelodge, RBS, HSBC, Premier Oil, British Airways, Lloyds of London, Linklaters & Friends Provident.
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User-centric IT Effectiveness
Assessments and recommendations focused around the needs of users, delivering measurable IT effectiveness improvements:
- Improved requirement definition.
- More accurate measures of IT effectiveness.
- Increased cost-effectiveness of IT investments by better targeting to results.
- Process improvements based on actual rather than idealised processes.
- Increased connection between core business goals and IT initiatives.
- Improved quality of the data which feeds IT strategy.
- Improved speed and ease of use for large and complex systems, and streamlining of workflows.
- Measurable savings in employee time. Ten minutes per person per week in a 10 000 person company adds up to 45 "person years", costing £1.8 million per year (based on a working year of 220 days at 8h/day, and an employee cost ot £50k /year).
- Ensures that IT initiatives deliver real, measurable value to users.
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Customer Experience initiatives
Assessments and recommendations based on customer-centric processes, for projects and initiatives. This is especially applicable to web-based products and services. The benefits include:
- Customer Experience has defined the competitive edge for many of the 21st century’s most successful companies. Measure and manage the Customer Experience directly to achieve stronger market differentiation.
- More accurate customer requirement definitions, and more benefit-driven project objectives, making it more likely that these will be met and allowing costs to be more tightly focused on areas where the most actual benefit will be realised.
- Customer behaviours optimised to provide maximum benefits to the business.
- Increased effectiveness of customer-facing systems and processes, multiplying their business benefits.
- Correctly analysed and interpreted customer information, forming a solid evidential basis for strategic and project decisions.
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