Following our user-centered product process, Interpix created a low fidelity paper model of the bank's re-designed customer service platform. This simple and effective test model was introduced to the bank's customer service representatives (CSR's) at various branches and operations centers.

The test involved role-playing between CSR's and "clients." Each CSR was given a paper screen and asked to operate the new "system" to complete client transaction requests. As part of the test protocol, the CSR's were instructed to point and verbally indicate to Interpix observers what they were "clicking" on and which data entry tasks they were performing.