Paul Rouke Bio

I'm the user experience director at PRWD, and have 7 years commercial experience at Littlewoods Shop Direct. Delivering User Centered Design processes to improve systems and applications is what I do.

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PRWD

Usability and software development agency specialising in:

  • User Centered Design
  • Best Practice E-commerce capability, UCDCommerce
  • Business Modernisation

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PRWD, specialists in online user experience
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Posts Tagged ‘ucd’

Latest Project: Our New Adobe AIR Business Application

Friday, March 6th, 2009

Having had our 1st client meeting back in April 2008, I’m delighted to confirm that we are now on the verge of launching phase 1 of our clients new ERP (Enterprise Resource Planning) system.

Regular follows of our blog will know that this project has been delivered using very much a user-centered design approach, something which our client C&O Powder Coatings knew absolutely nothing about until we introduced the concept to them back in April last year.

It is fair to say that if we didn’t use this user-centric approach to deliver bespoke web and business applications we would not have won the contract in the 1st place, as our client has heard countless horror stories of off-the-shelf business systems causing productivity and efficiency issues, in extreme cases nearly bringing some businesses to their knees.

2 months before the application has actually being installed, key members of the management team at C&O Powder Coatings shared their thoughts on a few key business areas:

  • what are your efficiency and productivity issues?
  • what are your customer service demands?
  • what are your expectations?
  • what does user-centered design mean to you?

If you haven’t seen the video then I’ve embedded it below:

You expect to hear much more on this project over the coming months, such as a case study and a run through of the technical development process of the Adobe AIR application from Rob.

In the meantime below are a few more related links:

In Layman’s Terms: User-Centered Design For Software

Tuesday, February 10th, 2009

As part of my presentations at Manchester Digital’s event Usability: What’s The Use?, we produced a short video explaining the importance of adopting a user-centered design approach when developing business critical software and systems.

Rather than us preaching about this subject, we decided to ask our client C&O Powder Coatings a few questions and get them to explain why user-centered design is so important for their new enterprise resource planning (ERP) system that we are developing.

Questions we asked that feature on this video are:

  • what are your efficiency and productivity issues?
  • what are their customer service demands?
  • what are your expectations?
  • what does user-centered design mean to you?

Comments and feedback greatly received…

Usability Event – Usability: What’s The Use?

Thursday, December 18th, 2008

Manchester Digital present a FREE usability event sponsored by PRWD.

Event Details

Quick Registration


Overview

For the digital sector, usability and user experience are more than new fads.

These topics, and their perceived value to businesses, have been talked and written about many times, but lets get it straight: just exactly what is the use of usability to a company looking at improving their performance, ROI and staff efficiency?

In this FREE event Paul Rouke, User Experience Director at PRWD, and 2 guest speakers Judith Garman of AbilityNet and Pete Bagnall of SurfaceEffect, will be providing a range of real-life examples and industry insights which will help reveal some of the tangible benefits businesses can gain by embracing usability and user experience.

Through the course of the evening you will see why usability can play a significant role in the likes of e-commerce websites, B2B websites, lead generation sites, intranets, internal software systems and the development of bespoke web and software applications.

The event will be followed by drinks, some food and networking.

Itinerary

18.00 registration
18.30 seminar
19.50 discussion
20.15 drinks, food and networking

Who Should Come

  • Procurement staff
  • Business owners
  • Heads of IT
  • Heads of marketing
  • Consultants
  • People wanting to know about usability and its importance to businesses

Target Sectors

  • Public sector
  • Retailing
  • Manufacturing
  • Digital and creative
  • Leisure and Tourism
  • Business and Consumer Services
  • Financial Services
  • Education and Training

Event Leader Paul Rouke of PRWD

Paul is the User Experience Director at PRWD.

Having worked for 7 years in user experience at the UK’s biggest home shopping group, Shop Direct Group, Paul Rouke founded PRWD in 2006. PRWD is an acronym for ‘Productivity without Difficulty’, which reflects their approach to developing online platforms and systems which focus on allowing users to be more productive and efficient with their time whilst having an enjoyable, problem free experience.

Paul has led the development of PRWD’s best practice driven e-commerce platform UCDcommerce, as well as leading the design and development of an internal resource planning system. All platform and system development work PRWD carry out follow a User-Centered Design process, an approach which will be explained during the course of evenings event.

Paul has worked in a range of sectors including the public sector, financial services, travel and tourism, retailing and manufacturing.

Paul has applied his usability experience and expertise on well know brands such as Kays, Littlewoods, JD Williams, The Co-op, The Cotswold Company and Additions Direct, as well as a wide range of SME’s.

Paul is a member of the Usability Professionals Association (UPA) and an active member of the Northern User Experience Group.

Guest Speaker Judith Garman of AbilityNet

Judith is a usability and accessibility consultant with AbilityNet’s web services team.

Judith’s background is in software development and HCI (Human Computer Interaction), she has a Masters of research Degree in Usability from Lancaster University. Judith is a strong believer in user engagement being critical to the development of usable and accessible systems and champions this belief in all her work.

Prior to joining AbilityNet Judith worked for HSBC for 2 years as a senior usability consultant working on national and global projects across a range of devices and software. She has also worked with Sony Ericsson Mobile Communications and Orange in usability and customer experience. Her work has included e-commerce sites, Intranets, staff-facing applications and mobile devices. Judith has experience of a wide range of user testing techniques both lab-based and in the field.

Judith is a member of the British HCI group and the Northern User Experience group.

Guest Speaker Pete Bagnall of SurfaceEffect

Pete is the Principal Interaction Design consultant at SurfaceEffect Ltd. He’s a strong advocate of user centered design, and has taught user research methods at Lancaster University, and at the British Computer Society’s Human-Computer Interaction conference for several years.

He’s also a practicing designer, and has worked on projects ranging from online pharmacies to project management systems, in the UK and the USA, for bluechip to small clients.

He can advise clients on developing solutions based on firm user needs, providing radical or conservative design as appropriate. Despite being a technologist by training he insists that technology must serve human needs, and not become a straight-jacket

Usability Case Study – PRWD Increase Clients Revenue Per Employee by Over 95%

Friday, November 14th, 2008

Developing the business case for adopting usability as an integral part of your sales and marketing strategy is something which we work with our clients on, and below is a quote from one of these clients:

“The weekly, monthly constant contact with PRWD has enabled them to totally understand our goals and together Contact Packaging is moving forward. The previous 2 years have been very productive and to see such results makes the experience a very enjoyable one. “

To describe our user-centered design approach and the services provided we have produced the following case study.

Client Objectives

In January 2006 Contact Packaging wanted to transform their sales and marketing strategy, moving away from their traditional strategy of relying on salesman to generate new business enquiries, to fully embracing the online marketing channel. PRWD recommended that to deliver this new strategy, a user-centered design approach is used to maximise their return-on-investment and employee efficiency.

What We Did

We carried out a range of user-centered design services, including conducting user testing, in-depth competitor analysis, usability evaluations, A/B split testing and web analytic analysing to help develop a new sales and marketing strategy for Contact Packaging. Key elements of the process included:

What we did Why we did it
We carried out a usability evaluation of the existing website This allowed us to identify where there were existing usability barriers when visitors arrive at the existing website, in turn providing the business case for making widespread improvements
We proposed and developed user-centered micro sites to promote key products and services Providing exceptional increases in the effectiveness of their lead generation activities was our primary goal, and by developing user centered lead generation micro-sites meant that ROI for future online marketing activities would be maximised
We designed a user driven, conversion focused business presence We wanted to transform the existing business presence into one which actually converts prospects into making online enquiries, rather than acting simply as an online brochure
We proposed, planned and continue to deliver search engine marketing campaigns With the user-centered micro sites in place, we knew the search engine marketing campaigns would continually convert to a much higher level than if we hadn’t optimised the usability of the landing pages from search engine marketing
We conducted split testing on their lead generation websites As part of our continual drive to improve the conversion rates of the lead generation websites, conducting split testing has allowed to further refine the usability and effectiveness of the sites
We followed a user-centered design approach to develop their new e-commerce store To develop such an integral business platform as Contact Packaging’s e-commerce, we only use a User-Centered Design approach, as this is guaranteed to increase conversion rates and basket sizes
We proposed and developed a new business blog Contact Packaging now have a further marketing tool for their business which allows them to attract potential customers from previously un-tapped online communities and networks, whilst giving their business a greater sense of personality and customer connectivity

Results

During the last 2 years Contact Packaging has seen:

  • the cost of internal sales staff decrease by 30%
  • the number of employees decrease by 30%
  • online enquiries increase by over 2000%
  • turnover increase by 20%
  • revenue per employee increased by 95%
  • profit margins increase by 150%
  • the conversion rates on lead generation sites increase by 400%
  • the conversion rates from online customer sales enquiries improve from 10% to 40% compared to traditional cold calling sales methods

Return-on-Investment

During the 1st 2 years working with PRWD, Contact Packaging has seen a Return on Investment of:

  • over 900% on their search engine marketing (Google) budget
  • over 1200% on their marketing and usability budget

Long Term Plans

Contact Packaging and PRWD continue to work closely together to continually improve the performance of the online sales and marketing activities. This includes the major move into e-commerce during 2008, when PRWD used their in-house e-commerce platform UCDcommerce to deliver Contact Packaging’s new e-commerce website.

Contact Packaging continues to introduce PRWD to other business owners looking to modernise their business operations, whether this be in online sales and marketing or internal business systems.

Client Quote

“PRWD has given inch perfect attention to detail in ensuring we continue to impress the new customers visiting our sites. We have increased our professionalism through PRWD and we are currently dealing with many blue chip organisations throughout the UK. The weekly, monthly constant contact with PRWD has enabled them to totally understand our goals and together Contact Packaging is moving forward. The previous 2 years have been very productive and to see such results makes the experience a very enjoyable one.”

Further Client Quote

“PRWD has expertise in search engine optimisation, and this has proven to be vital with online advertising with Contact Packaging. Our various micro sites appear on the first page in natural listings throughout the www. The on-going search engine marketing campaigns are getting stronger everyday seeing us receive countless enquiries for our products and services. “

Company Contact

Jon Lynch – Director
Contact Packaging Plc
0844 499 1200

Oh No, Not More Unusable Business Software!

Tuesday, October 28th, 2008

I have just written an article over at E-consultancy entitled ‘Usable Internal Business Systems – Just a Pipedream?‘.

I would recommend having a read as the usability issues that I talk about are what we have all experienced during our working lives, and there is extensive research provided which proves that the majority of business systems and software solutions in the market don’t value usability anywhere near as highly as we would always advocate.

The article includes my:

  • evaluation of the enterprise level software market
  • industry analysis on the lack of importance placed on usability in software
  • advice on how businesses can attempt to improve the usability of their existing systems
  • advice on how User-Centered Design should be embraced for businesses looking at bringing in new internal software systems
  • summary of why usable internal business systems shouldn’t be a pipedream

Further reading