"Cognetics helped us move from a system built from the inside out to one that is easily understood and intuitive to use. The net impact is a negligible training curve for our customers. Reduced time to market is critical in our market space. Cognetics helped us achieve that goal."

John Calia, Senior Vice President,
Sales & Marketing, Cynocom Corporation

The Challenge

Cynocom’s first product, iAsyst™, uses the Internet to organize the flow of corporate information and facilitate collaboration among employees, vendors and customers. It supports Call Centers and other departments by automatically routing requests for service, technical assistance or information to the person or work group best able to respond. iAsyst enables Cynocom’s customers to "deliver the right information, wherever, whenever or however required."

Cynocom knew they had an effective solution - but realized that for the Application Service Provider (ASP) model to succeed.they needed an intuitive interface that matched the workflow of the users so they can use all functions of the system without help or training.

The Solution

Working with Cognetics, the initial design analysis led to the following concepts:

• An "information forward" interface for agents that displays summary information in a compressed (but highly readable) form
  

• Very flexible interaction, for efficiency and so user can respond to widely varying needs

• Highly visible navigation options, so infrequent users can work effectively

The Result

• The number of screens and clicks required to operate iAsyst reduced by over two thirds
• A specialized home page for a Customer Service Representative from which the agent can activate any system function increased operator efficiency
• Increased customer acceptance for the streamlined navigation