The Impact from the Solution:
| Sentiment Score | Avg. Time on Task (minutes) | Avg. Error Rate |
 |
 |
 |
| Overall: Improved by +3.1 points | Overall: Saved 5.6 Minutes | Overall: 7.1 Less Errors |
Key Take-Aways:
Sentiment to the new system was markedly improved, as this group of users are client employee contacts and move administrators they are the group believed to be most critical of our system and who will be in our system repeatedly most often.
Key critical daily tasks were improved by 5.6 minutes in total – considering these users individually perform that set of tasks generally 5 times a day these improvements saved individuals an average of 2.3 hours every week. This size of this group changes regularly, however with about 40 members currently that equates to over 93 hours of productivity gained across the group every week. Note that some internal Account Managers act on their client contacts behalf, so these improvements had a “trickle-down” effect on that subset of internal users as well.
An overall reduction of errors were reported in critical key areas of the application, with the Authorization and Transferee list being the most drastically improved. As these areas are critical to operational success and tracking progress, these improvements should have a marked impact.
User Testimonials/Quotes:
| “I think it’s much better. It’s friendlier, it’s a better look. I think it’s probably a little bit more intuitive than the original version was. So I think it’s a big plus and improvement.” – Client Contact #4 |