Ux thinking and the

Cherwell Development Process

The addition of prototyping. And E-Learn.

Empathise, Define, Ideate

Collaborative understanding and documentation of enhancements

Prototype Testing

High-Fidelity & Interactive. Instantly shared with customer


Agile development iterations

Test & Deploy

Hosted test environments and mApp deployment


Service Desk and ELearning

UX Thinking

Even with the tightest of requirements specifications, it is still possible to mis-align outcomes with original expectations. Words, although seemingly understood, can be interpreted in different ways by different people.

So how can we fix this? UX Thinking can help.

UX Thinking is a process model that aids stakeholders, designers and developers in the planning and execution of product development. As a people centric model, UX Thinking consists of an iterative process flow: Empathise - Define - Ideate - Prototype - Test.

By using UX Thinking uncertainty can be removed to maximise a successful outcome. Deep empathy through research and personae build a foundation for the requirement, and the secret sauce lies in the prototyping.

"This is what I like about being a designer: You can't really get it until you see it."
Isaac Mizrahi

The net result of this we can see and test the idea in the design stage, hence the term 'Prototype Testing'.


"They slow us down to speed us up."
Tim Brown CEO, IDEO.

As all the Cherwell elements have already been created, assembling the concept takes little time.

Prototyping is standard in the product, web and app design industries. Today its use is becoming more prevalent due to a) customers expect a better experience and b) technologies are available to provide "rapid prototyping".

The entire Cherwell v10+ interface has been built ready for rapid prototyping. That's every object, form, field, resolution, dashboard and widget Cherwell has to offer.

Prototyping allows the customer to experience the agreed works before the development stage. From the requirements, the prototype is built, shared and tested by the stakeholders.

Prototyping reduces risk investment by significantly increasing the chances of a successful delivery that meets customer expectations.
This is assured by the fact that we know what the customer wanted, because not only have they already seen it but they were part of it.

Human Interaction

UX is everywhere. These days, people expect pleasurable experiences with apps and websites.
In the workplace this need not be any different. Good UX means happier customers and employees, and all the benefits that positive engagement brings.

To achieve a good experience, we need to apply the laws of human interaction. These are not based on current design trends - they have been with us for 35,000 years.

Did you know that if you choose the wrong colour combination you could confuse and frustrate 10% of your viewing audience? Or if you entered a number of important elements to the screen that was either too high or too low, you would limit your chances of making an impression?
These are just some of the issues we face in everyday interaction design. However when used correctly the benefit is ultimately a great user experience.

Therefore good design is more than just a 'happy path' pretty interface. It's wired into us by nature.


Whilst E-learn is generally not considered part of the UX Design Thinking process, it is part of the handover support process.

E-learning is a tutor for life. Guided learning on how features work provide a reusable means of training in the use of new features or even whole process workflows.

Learners can also be quizzed during or after each topic, and progress and grades can be monitored and stored for central administration.