(…) once Cognitive Group has developed a software package, there is no question about whether it meets the need for which it was intended. The company’s very methodology ensures that it meets user needs. Cognitive Group was able to reduce the time to perform tasks on our product by at least 50% (in some cases by 80%).
Tim Nadelle, Royal Bank of Canada

Before: It could take up to 200 actions to set up a commercial transaction request.

Internal efforts to improve the system resulted in disagreements between users, management, and the developers.

Notice a tree structure which reflects the analyst logic:

After: Only 25 to 55 actions are now required to complete the same task.

Note: we filmed over 60 users to perform a complete task analysis and process redesign.

Notice the completely different information organization. The layout reflects the user task logic: