You may have heard the acronym CCD thrown around and thought to yourself, just another acronym. CCD stands for Customer-Connected Design. I’m Debi Richkas, Director of Customer-Connected Design for the MAS and Accpac products. The CCD teams within Sage have been around for a few years, but our approach has been around much longer.
In CCD, we see ourselves as the voice of our customers. Unlike surveys which are sent to thousands of customers with very little or no direct customer contact, the CCD team conducts usability studies with our actual customers to get feedback on our designs. We conduct our studies either face-to-face (e.g.. customer locations, Summit, or Insights) or on a video conference call. We use recording software that tracks the mouse and cursor actions of our customers during the studies. We then analyze the recordings and present the facts, not our personal preference, to groups within the R&D and Product Management teams. This allows our organization to make an educated decision about the direction of our products.
Some of you may have experienced the benefit of our studies first hand if you work with the MAS 90 or 200 products. The design to keep the report window open after printing was a result of usability studies with actual customers. This was not our initial plan, but after the overwhelming feedback this was a must.
Next week at Insights we will be conducting usability studies on the installation process for MAS 200 SQL and Accpac. We will also be conducting research on what our customers want from a Financial Reporter. If you would like to participate in a study, feel free to contact me as we are constantly soliciting for participants. Keep an eye out for an e-mail from my team; we may be coming to a city near you.
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Sage ERP MAS 200 for SQL Version 4.45 and Improvem..
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