User Experience Management

The Tech Mahindra’s User Experience Management Group enable the active increase acquisition base by reaching large audience, engaging customers better via online channels, thereby enhancing loyalty to the business. Our UXM team has expertise across a range of disciplines including customer behaviour research, online branding, creative design, user interface design, usability testing and RIA. We apply our best practices and lessons learned from the thousands of assignments we’ve been involved in to help our customer to develop efficient and effective design solutions. We are adept in providing user experience design solution for B2C/B2B websites or portals, corporate or brand websites, mobiles sites and Apps.

Highlights

• Improve customer satisfaction of self-service channels like website, mobile apps, intranets etc.
• Reduce Time to Market by leveraging Lean UX Methodology in Agile Environment.
• Enable our users with well-designed products and services to make purchases more frequently, develop brand loyalty and help secure steadier revenue streams.
• Save Product Development Costs and Increase Margins with well-defined UCD methodologies.
• Bring in wellness into the product development process. UX activities can directly avoid a lot of costly surgery on products down the road.

Service offerings

At Tech Mahindra, teams of User Experience researchers, designers, strategists and engineers with proven expertise make it possible to deliver high impact solutions. With over 600 associates including certified usability analysts and human computer interaction experts, the User Experience practice at Tech Mahindra positively affects:

• Customer satisfaction on all self-service channels like websites, mobile apps, intranet, etc.
• Time to market by leveraging Lean UX methodology in an agile environment
• User engagement and brand loyalty with welldesigned products and services
• Online sales and new channels of revenue

Multi-Disciplinary Expertise

• Customer behavior research
• Online branding
• Creative design
• User interface design
• Usability testing
• Rich Internet Applications

Service Offerings

• Consulting and Design Thinking
• User Research
• Prototype as a Service
• Mobile Experience and Development
• Light Weight Client (Lean UI) Framework
• Voice and Chat Bots
• Accessibility
• UI and Usability Test

Unified User Experience Framework

• Light Weight Client (Lean UI) provides Flexibility across channels.
• Consistency can be achieved by adopting right approach and tools.
• Single Page Application can be achieved across channels
• Right Framework/ Libraries enables Faster prototyping
• Clear Separation of UI Layer and it is Lean.

Design Methodology

Tech Mahindra follows the User-Centred Design methodology, which uncovers the user's emotions and conceptual model, uses that to inform the structure and detailed design to the end-customer, and finally validates with actual users to ensure that it meets their growing needs and expectations.

The process consists of following phases -

• Phase 1 - UX Strategy and User Need Analysis
• Phase 2 – UX Design
• Phase 3 – Design Evaluation
• Phase 4 – UI Development and Testing

UX Strategy and User Need Analysis:

Definition of research scope: Understand the research requirements and suggest appropriate research tools.

Research design: Designing the right research techniques for the study and mapping the target group, sample sizing and using appropriate statistical tools for data analysis.

Qualitative and Quantitative Research: Conduct surveys, interviews and focus group to identify the existing gaps from targeted end user groups and study their needs.

Deliverables –

• UX Report
• Persona Design

UX Design

Design High level architecture makes our clients' sites self-evident, easy to navigate, and visually compelling. This structure is the foundation for design that has the potential of engaging users and helping meet business goals. Card Sort exercise will be conducted on the revised content inventory to achieve this milestone.

Detailed screen design follows naturally from the high-level architecture that makes the sites efficient and easy to navigate. Our team make sure that the designs fit the users' tasks, motivate them, and optimize screen performance. The focus is on creating a clear visual hierarchy, making content consumable and using the right interaction controls that map to your user’s conceptual model.

Create designs that are visually compelling with a visual language that makes the key pages relatable, prominent and inviting.

Deliverables –

• High-level site flow illustrating the concept and scope of the site framework.
• Interactive wireframe design of the high-level structure with an initial set of primary and some secondary screens demonstrating the relationship between the structure and its content.
• Visual Themes and Mockup Design.

Design Evaluation

In this phase, we go back to the end-customers/ users of the product/services and test the new concept, eliciting from them their feelings around it, whether it is something they would be persuaded to use and if the design is adequate to achieve the business goals.

Deliverables –

Usability Test Report - A detailed analysis report with methods used, results and design recommendations.

UI Development and Testing

Once mockup design is done, we start the HTML5/CSS3 development to make mobile friendly website. The WCAG 2.0 compliance and industry best practices are used to make the website more compatible to the devices, browsers and accessibility guidelines.