National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for their Member-Owners, who are primarily utility cooperatives and telecommunications companies. Their utilities group asked Infuz to completely overhaul their Account Management application as it was old, antiquated and wasn’t meeting the needs of their customers.
We began the project by spending time on site at NISC working with their project managers, programmers and customers. This information gathering process allowed us to then develop Use Cases to ensure the end product met the needs of the NISC customers (customer service reps from the utility coops) and end users. These Use Cases had to account for the fact that NISC customers needed robust customization while ensuring that usability was never compromised.
My team conducted an audit of the their current bill pay system and customer self-service portal. The team then developed user flows and wireframes. These then led to clickable prototypes that were tested. The last step of the process was to design an interface that could be reskinned for their clients using only HTML/CSS. These design templates came in a variety of color palettes and needed to be flexible so the utility coops could brand them for their needs.
Our relationship with the NISC has continued to evolve with another project conducted with the Phase telecommunications group. In addition, Infuz is currently developing a UX/Usability training program for internal stakeholders to roll out to the business analysts and developer teams at NISC.