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Thorough analysis of Associate tasks results in a detailed,
highly structured heuristic documentation of existing
systems.
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Radical new design for a future system, based on in-depth
end user analysis, interviews and observations.
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Rapid prototyping conveys new design ideas.
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Performance-centered design knowledge sharing enables
Wells Fargo to move forward with greater self-sufficiency.
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San
Francisco-based Wells Fargo & Company is a $234 billion
diversified financial services company providing banking,
insurance, investments, mortgage and consumer finance services
with almost 6,000 branches worldwide. This financial leader
sought to optimize staffing for its geographically disparate
locations.
With one scheduling system in hand and another under consideration,
Wells Fargo brought Ariel in to conduct a feature-by-feature
heuristic evaluation of each system's strengths and weaknesses.
Moreover, the company asked Ariel to provide a new fresh
visionary approach to the way scheduling systems looked
and functioned.
In a very tactical engagement, Ariel dove in and conducted
a thorough analysis of the systems, engaging dozens of actual
Wells Fargo end users in their actual work environments.
This reflects Ariel's distinctive philosophy of focusing
significant time on the three actuals - watching actual
users, using the actual system in their actual work settings.
This activity is key in designing systems that truly support
users in accomplishing their work.
Ariel
developed an in-depth report for Wells Fargo that included
a detailed analysis and recommendations for the two systems.
More importantly, as a result of the end-user observations,
Ariel was able to gather and synthesize ideas for a new
scheduling system. These results enabled Wells Fargo to
move forward making informed decisions for the near term
as well as to construct strategies for long-term system
deployment.
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