PW 2014 Video: Beyond UI: TSYS Creates a User-centered Experience with CPM

SHANNON HALL, DIRECTOR, PRODUCT STRATEGY, TSYS
MICHAEL HUGHES, USER EXPERIENCE DESIGNER, TSYS
BARUCH SACHS, SENIOR DIRECTOR, HUMAN FACTORS DESIGN, PEGASYSTEMS

Committed to their latest CPM development project, Project Surround provides omni-channel customer service to credit card issuing clients with full integration to all TSYS back-end processing systems. TSYS employed a user-centered design process early, while requirements were still being gathered. Rather than approach UI development using typical "system-centered design" where the product emerges around system rules, platform constraints, and business needs, TSYS embraced a user-centered design process focused on the context of real users, targeting solutions to the typical problems that users experience.

In this session you will learn:

  • About TSYS management's strategic user experience vision
  • How TSYS implemented rapid prototyping to validate design concepts for usability — before coding efforts were committed
  • How out-of-the-box UI components of Pega's Customer Process Manager framework provided improved time to market