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Client: The Sente Group / Industries: Aerospace, Defense, Technology

UX Strategy + DesignUsable Interface Design Boosts

a Product’s User Adoption

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UX Strategy + Design:Usable Interface Design Boosts a Product’s User Adoption

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The Client

The Sente Group aids the world’s leading aerospace and defense companies in getting the most out of their testing resources.

Specifically, The Sente Group’s test management solution helps those companies

achieve significant capital and operating expense reductions in their test environments.

The Sente Group’s solution includes on-site consulting and a sophisticated digital

product that tracks testing resources.

In this case study, learn about the The Sente Group’s situation, our approach,

and the results.


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The SituationThe Sente Group had experienced success but saw potential to

expand it. In particular, Vice President of Product Management Dennis Fuller recognized

opportunity in the digital product’s interface. The product had grown sophisticated

in response to customer needs, with many new features added. The more robust

functionality had caused challenges for the product’s user interface. As Fuller notes,

Our tool set was a collection of separate development projects from

different developers and developer groups—and it showed. There was

little consistency of approach and organization, which made the user

experience less than ideal.

The Sente Group turned to us for guidance on improving the

interface so their customers could learn it faster and use it more frequently.

Our SolutionOur work with The Sente Group began by taking a close look at the product’s interface.

Usability Review + Rapid RecommendationsWe reviewed the product’s interface in light of best practices in usability and

documented potential problems. As one simple example, we found several instances of

text that was


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Our Solution continued

underlined and looked like a clickable link, even though it wasn’t actually a link. A

collection of small usability problems like this can add up to a big problem for customers.

The good news is many of these small problems can be fixed fast. So, we offered a set of

tactical recommendations to set The Sente Group on the path to a better interface quickly.

To further improve the interface and to keep it consistent over time, we also

recommended some deeper user experience work, including defining user needs

with personas, creating user flows, and setting more design standards. The Sente

Group agreed.

User Interviews + Personas We interviewed a variety of people who represent the product’s two important user

groups: customers and The Sente Group consultants. We also talked extensively with

Fuller about the feedback he receives from users. We then summarized the key needs and

characteristics of each type of user in personas.

The user personas helped us understand the

product’s users more deeply. And, they can help

anyone—a developer, a designer, a business

analyst—who works on the product in the future

quickly understand the user base.

Persona Report


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Our Solution continued

User Task Flows + Interface Design Standards

To further improve the user experience, we

• Suggested new flows for tasks to save users some steps or to make tasks easier.

• Suggested a cleaner design with some standards.

Improved Interface

To aid The Sente Group’s development team in implementing the recommendations,

we provided

• Task flow documentation.

• Interface design composites.

• Sample screen templates in CSS / HTML code.


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The ResultsSince implementing changes to their user interface, The

Sente Group has noticed a boost in user adoption. More of their customers are using

their product more often, which leads their customers to better manage their testing

resources. Fuller says,

Our work together has helped us drive user adoption deeper in our customer

organizations, helping us develop more strategic relationships with them.

Also, The Sente Group gained guidelines that they can use again and

again. The value of our work is long term. As Fuller explains,

The work we did together provided not just specific, but fundamental

guidelines that we are able to apply to new situations as we continue to

expand our tool set. It’s given me a greater appreciation for the

importance of consistency in the user experience and how subtle changes

can make a big difference.


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Why Partner with UsWhen you work with us, you can be confident we’ll turn your user experience problems

into opportunities. We never lost sight of The Sente Group’s goals. In the same way,

we’ll focus unwaveringly on your business goals throughout an engagement.

If you work with us on a high-stakes UX engagement, you could

gain benefits such as

A clear understanding of your current product’s user experience, including the challenges and opportunities.

Actionable recommendations and a framework to implement them.

Improved usability and design.

Uplift in user adoption and deeper customer relationships.


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About Content ScienceWe’re an award-winning content intelligence and strategy firm headquartered in Atlanta, GA.

We have advised the world’s leading brands, nonprofits, startups, and government agencies on making content make a difference to their goals.

Why Content Science? Because content is, indeed, a science. We study what works well—and what doesn’t—so you can make informed decisions about your content.

Our services include consulting, research, and training. Our focus areas include content analysis, content strategy, content marketing, user experience, and content systems.

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