About HFI

Domains and Technologies

Since its inception, HFI has done extensive human factors work in almost every domain and technology, such as:

We Make Customer Service Software Usable

In customer service applications, successful usability engineering prevents customer dissatisfaction. Through user interviews, task flow analysis, and the application of human factors principles, we will help you define goals, problems and solutions.

Typical Goals	Faster response to customer questions Reduced error rate Reduced training time for customer service personnel Customer service representatives spend more time selling, less time thrashing through windows looking for answers

Typical Problems	Too much jumping between screens Confusing use of codes and abbreviations Information is inconveniently located or difficult to find System imposed limitations, such as retrieval speeds, extent of information storage

Human Factors Solutions	Organize by: frequency of use importance user task goals logical grouping Design interfaces that are consistent Minimize jumping between screens Minimize memory and look-up requirements Use on-screen representations of customer's items, such as invoices Provide central object information

Some of our clients:

Company	Service Provided	Type of Application
Alltel	High-level UI architecture	Call center application
AT&T Universal Card Services	High-level UI architecture, standards	Call center application
Blue Cross/Blue Shield of Nebraska	Expert review	KR ProBase - data retrieval
Discover Card	UI design	Customer service system structures
W.W. Grainger	Standards, training	Online catalogue
MCI	Expert review, training	MCI System One
Citizens Gas & Coke	High-level architecture	Customer information system

Call 1-800-242-4480, or Request more information