Underwriters Laboratories develops safety standards that affect products used around the world. Millions of products and their components are tested to UL's rigorous safety standards. To better enable standards creation and revisions, Underwriter’s Laboratories developed an application to provide consensus building for existing and new standards documents. The system, Collaborative Standards Development System (CSDS), was in production for approximately two years and was found to be difficult for customers to navigate and use.
Adage was first contracted to conduct a usability study with UL customers to obtain more detailed feedback and pinpoint specific issues with the system. Adage presented findings, recommendations, and new designs to resolve customer concerns with the system. Concerns included navigation and performance issues. Following the recommendations, UL moved forward with Adage to integrate the changes along with functional enhancements to the system. The effort resulted in positive customer feedback. Adage continues to support and maintain the application.