Sue Mackenzie

Sue specialises in:

• assessing the workplace and advising on physical and process design to avoid work-related injury and improve productivity
• evaluating the user and customer experience and identifying opportunities for improvement and practical solutions
• developing customised training
• working with clients to integrate ergonomics and human centred design approaches in their business
• project and programme leadership.

Biography

Sue is a Principal Consultant with System Concepts.  Since joining System Concepts in 2001, she has worked with a wide range of clients, helping them to apply ergonomics and make improvements to the user and customer experience.  Sue has a degree in Physiotherapy and an MSc in Ergonomics from University College London.  Sue is currently working towards a Masters of Business Administration at Aston University.

Sue is experienced in using a variety of different research methods including user testing, running focus groups and carrying out expert reviews.

Before joining System Concepts, Sue worked in industry, improving the work environment and applying ergonomics to work flow and layout.  Prior to this she worked internationally as a physiotherapist focussing on work related injury.

Client Projects / Case Studies

• Conducting a wide range of user research.  For example, gathering user feedback and analysing usability of web and intranet sites, assessing readability and understanding of customer communications (letters and leaflets), evaluating the customer experience of a complaints process from initial contact via phone or letter through to resolution.
• Assessing physical design and accessibility.  Projects have included assessing a range of products and equipment, for example, self service supermarket checkouts and store layout.  Sue recently conducted a series of user evaluations of a multi-function cash and cheque issuing ATM for a Building Society over a number of years and iterations.
• Conducting expert reviews of device user interfaces (including mobile phones, cameras and MP3 players).  Sue has also conducted expert reviews to assist procurement decisions, for example, fleet vehicles, furniture and ticket office equipment.
• Evaluating workplace layout and advising on improvements.  Projects have included assessments in a variety of environments including train cabs, emergency vehicles, electronics manufacturing, laboratories and engine manufacturing.
• Managing research projects.  Sue has recently managed a series of research projects which investigated aspects of mobile phone use and user requirements.
• Conducting quantitative research using telephone, electronic and postal surveys.  This has included work for The Health and Safety Executive sampling 600 health professionals and investigating opinions on the management of work related injury.

Real life interests

• Cycling
• Travel and holidays
• Sea Kayaking (especially with penguins and whales).