Total Customer Experience - HP Large Format Printers

Frontend have been working with HP to improve the customer experience of their Large Format Printers for over 6 years. Our role is to ensure that all user tasks are designed to be easy and intuitive to complete and to strive towards a common user experience across all product touchpoints - including both hardware and software interfaces. It is also critical for HP that the printer complies with all relevant standards and guidelines such as US section 508 accessibility regulations etc.

Our team provide a wide range of services to the HP R&D team including: Customer Research, Ergonomics, Interface Design, Usability and Accessibility services to the HP R&D team.

Our collaboration spans the project timeline. At the outset Frontend assist in gathering customer feedback, conducting on-site visits to gather user requirements and developing user personas and task scenarios for use in the product development stage. Our team conduct thorough ergonomic inspection on all early prototypes and provide metric guidelines for the development teams.

Once working prototypes are available we conduct testing with real users to verify the proposed task flows and interaction design of product. Frontend analyse all key tasks form loading rolls of paper and ink supplies, through to more complex tasks such as colour calibration and technical maintenance.

Frontend also ensure that the ‘Out of Box Experience’ for the printer is world class, testing and refining the product assembly procedure and the set-up instructions to ensure a smooth first impression.