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Project Type: Usability Testing
Project Duration: Six Weeks
Challenge: Sun Cobalt's existing network appliance product, the Qube, was experiencing an unsustainably high volume of support calls from users unable to successfully complete basic set up and system configuration. Analysis revealed that the cost of supporting the Qube v3 was greater than the net profit from sales.
When time to market is the critical factor, usability often becomes a secondary concern. Prior testing was designed to highlight over-arching concerns, not specific usability challenges.
Busse Design USA was tasked with reducing the volume of incoming support calls. At the same time we had to avoid tapping into and straining Sun Cobalt's engineering resources.
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