Hewlett-Packard wanted to know if its oscilloscope customers would purchase an information CD-ROM to gain more expertise in using their oscilloscope. When Comtech's customer study team visited customers in their labs, the answer was No. Yet, we observed them having difficulty recognizing the errors they were making in using the devices. What would they be willing to pay for? Information that focused on how to resolve measurement problems in their work, and incidentally, showed them how to optimize their use of their oscilloscopes.

A manufacturer of medical equipment asked us to find out what their customers did all day—that is in interacting with their product and software. Comtech's team visited customer sites, observed, asked questions, took copious notes, and then worked closely with the manufacturer to teach engineers and programmers how to conduct their own customer studies.

Cadence Design Systems wanted to increase the exposure of their staff members to their customers in a systematic, carefully controlled program. Comtech worked with project leads to develop a training program in how to conduct a customer site visit. Now at least 75% of their staff has been trained and 50% have had productive customer contacts.

Let us bring 25 years' experience understanding customers (how they work, what they think, what they need to know and do) to benefit your products. We can

• Develop a customer-site visit program, conduct the study, and present a report and recommendations
• Teach your staff to conduct their own studies and coach them through the first visits
• Work with you to develop products and information that enables customers to reach their goals and enjoy the experience

Customer studies are critical to producing usable Web sites, product interfaces, documentation, and training. We have cost-effective methods that help you solve the usability puzzle.

With a coaching engagement, we help your staff members perfect a new skill. They learn to conduct on-site customer visits, plan and run usability tests, navigate through the user-centered design process, develop a strategic plan, and conduct other activities. The coaching enables you to enhance staff skills, improve performance, and avoid catastrophes. You get results faster with our help.

Comtech president, Dr. JoAnn Hackos, has written the major book in the field of customer studies. Read more about User and Task Analysis for Interface Design.

Read our case study.

If you would like to learn more about any of our consulting services or you would like to talk to a representative about scheduling an activity, please email or call 303-232-7586.