{ Expertise }

Expertise

Domain expertise

contributes to

inspired design solutions.

Designers must often rely on client teams for domain expertise. While this approach can be effective, we believe that the strongest solutions stem from an integrated understanding of customer needs and details of the problem space. Welker Consulting actively engages in learning about the domain of any project we undertake, and has developed strong expertise in several areas ...


PERSONAL FINANCE AND INVESTING

The personal finance and investing space has significant complexity related to principles of personal financial planning, financial instruments and accepted principles, tax implications and other details that impact users' activities and information needs. In addition, consumers' financial behavior is often driven by complex reactions and needs.


Experience in this space includes:

  1. »Quicken Personal Finance Software (see Projects)

  2. »Financial evaluation and comparison tool and a set of financial scenario exploration tools for the AARP LifeTuner website (see Projects)

  3. »Intuit PortfolioMinder (see Projects)

  4. »Classes in Personal Financial Planning and Investing through University of California Extension's Personal Financial Planning certificate program

  5. »Xigo investment research and portfolio evaluation website (see Projects)


CUSTOMER ASSISTANCE AND SUPPORT

Creating successful customer assistance and support experiences requires deeply understanding what users are trying to accomplish and the problems they are likely to encounter at key points during their product use, and thoughtfully using a variety of channels to connect them to the resources and information they need.


Experience in this space includes:

  1. »Research and design framework development for an integrated customer assistance experience (including in-product and online support) for QuickBooks Small Business Software

  2. »Process mapping for PortfolioMinder customer support approach, and collaboration in customizing RightNow’s CRM software for the PortfolioMinder team (see Projects)

  3. »Design of user assistance messaging approach for Intuit PortfolioMinder, aimed at improving the transaction download experience and minimizing customer contact (see Projects)

  4. »Design guidance for Kanisa knowledge management system


PROCESS IMPROVEMENT AND LOW-TOUCH EXPERIENCES

One of the objectives of new technology is often the automation or streamlining of experiences that otherwise would require costly human interaction. Providing just enough customer "touch" at the key points in the overall user experience is critical for ensuring customer satisfaction - as is carefully analyzing the overall processes that customers will be navigating and designing tools that meet their needs at each point along the way.


Experience in this space includes:

  1. »Process Excellence (Six Sigma) training at Intuit

  2. »Research and design framework development for an integrated customer assistance experience (including in-product and online support) for QuickBooks Small Business Software

  3. »Design of user assistance messaging approach for Intuit PortfolioMinder, aimed at improving the transaction download experience and minimizing customer contact (see Projects)