humex

History

2020: Start service design of humex company with investment about $1 million

16 December, 2020 the Redmadrobot company started the direction on design of the user experience — service design humex company. Players of the bank industry, IT, a telecom and retail became the first clients of the direction. The general investments into the direction service design and company humex at the end of 2019 and 2020 made about $1 million. The Analytical center Redmadrobot estimates the volume of the Russian market of the projects and services connected about service design and design thinking at 3.5 billion rubles a year. Knowledge and experience of a command of this direction supplement technology, product and project examination of Redmadrobot and allow to be connected to work on products and services at an idea study stage, expanding a service line of the company.

Services of humex are useful to creation of products, the analysis of the existing services and search of options of their improvement and also prototyping of the user experience for the purpose of fast check of hypotheses.

For example, for the company developer in humex analyzed the existing service of purchase of the apartment, including customer interaction from a decision instant to purchase housing before moving to the new apartment. Researches showed that barriers and difficulties which they faced at a stage of acceptance of housing and settling were the key cause of negative reviews of clients. The humex command revealed in what moments of waiting also disagreements in internal business processes which lead to it did not match reality, and designed changes of service which improved a response of users and indicators of key conversion.

In other project the analysis of experience of users from humex formed for the telecom company a basis for development of 9 prototypes which corresponded to possible scenarios of development of a product. After remote testing selected the best solutions on customer satisfaction, speed and realization value and the expected effect for business — on their basis designed the card of further development of a product.

Evgenia Cherkashina, one of the Russian experts in the field of design thinking and service design, a soosnovatelnitsa of ANO Centre dizayn myshleniya became the partner and the CEO of humex.

Experience is a point of the competition — comments on Evgeny Cherkashin, CEO humex — unit of measure of success of a product or service. According to researches, 80% of users are convinced that service is also important, as well as pass a product, and without thinking to other company if receive at least one negative impression. And expectations of the person form the best experience and impressions which he got from service in any industry. Limits of categories are indistinct: we compare the speed of reaction of a support service and convenience of interfaces of banks not only to banks, but also to strimingovy platforms, marketplaces, services of travel and others. Therefore when we project real experience from a specific product and service, we speak about human experience (HX) — only the analysis of all needs of the person for all aspects of his life allows to satisfy and exceed a level of expectations and to create exclusive service.

Redmadrobot always was not only IT, but also the design focused company in broad understanding guarding the interests of users — Anastasia Leus, the marketing director of Redmadrobot says. — Design of excellent user experience (UX) and creation of the advanced digital products for millions of people — our core competencies more than 10 years. humex supplements our examination therefore start of the direction service design is a logical business development which allows to expand a range of our services and answers market calls.

At the heart of tools and solutions of humex — service design, the design approach of products and services and to change of processes in which center there are users, their experience, emotions and impressions.

Using quantitative and qualitative researches and other humex tools reveals significant, but hidden, requirements and pains of users, and then projects the scheme of interaction of the user and a product so that to create positive experience and impressions. At the same time users are meant as all people affecting success of service or a product: clients, employees, partners, top managers, shareholders, etc.

Use of results of work of humex increases quality of services and solves business problems: clients face negative experience less often, they become simpler to be held (indicators of NPS and CES improve), the loyalty and the involvement of employees grows, the transparency of processes increases.