UX Media

UX Media have been commissioned to provide solution architecture and user experience consultancy services to leading healthcare provider, NHS Direct.

Working with the Knowledge Management team, we are analysing the functionality and usability of the current Health Directory, a core resource used by call centre staff in providing healthcare and local services information to patients.

This project includes:

• Multiple contextual enquiries,
• Persona development,
• HTML wireframes for all page templates including interaction guidelines,
• Content and editorial guidelines,
• Facilitated stakeholder meetings and third party supplier management.

Website redesign

Working as lead consultants, UX Media conducted stakeholder workshops to establish the business case for change and assembled a multi-disciplinary working group to oversee the project.

Using previously established demographics and user insight information, we created customer profiles with the aim of moving the B&Q website from a functional, male-orientated site, to a more inspirational offering, positioned to attract a higher female customer base.

Our approach to the project saw us:

• Evaluating existing customer journeys,
• Creating new customer journeys,
• Wireframing page templates including interaction guidelines,
• Facilitating stakeholder meetings,
• Presenting the site vision to the project steering committee

Checkout process review:

UX Media were subsequently commissioned to review the usability of the current checkout process, to keep it in line with the goals of the redesigned website.

We began by carrying out an expert review of the current system to assess its strengths and weaknesses against accepted industry practices. Using our findings, we created wireframes and customer flows across registered, non-registered, logged in and non-logged in users.

Once the wireframes were complete and signed off, the Customer Experience team at B&Q asked us to run a series of paper prototype user-testing sessions to test the effectiveness of the solution. The user test was run across two days with eight participants.

Better Bankside is one of a new breed of organisations called Business Improvement Districts (BIDs). This BID covers the Southwark/SE1 area of London and encourages businesses in the area to take an active role in its development. The Better Bankside website is an integral part of the organisation with the potential to reach and engage businesses and individuals in the community.

The Better Bankside BID is an elected organisation and given the forthcoming re-election ballot, we recommended a full Visitor Conversion Optimisation campaign to allow the business to promote its services and reach its audience more regularly and effectively.

We began the project by analysing the current statistical data available via Google Analytics and benchmarking key statistics against similar/competitor sites. We created task-based goals and assessed how well the site was supporting users in achieving those goals, i.e. were news articles encouraging click-through to other areas? How long did users tend to stay on the site and where were the highest dropout points?

With this information, we ran a series of user involvement activities to find out what the main obstacles to a good user experience were, including a focus group with members of the levy-paying businesses within the BID, stakeholder workshops with internal users and card-sorting activities to find a new and improved content architecture that was intuitive and pleasing to the target audience.

Using the information gained, we then produced a full recommendations report and wireframes highlighting how they could improve the site and meet the organisations needs better.

We are currently working with Better Bankside to oversee the site improvements and ensure that they remain in line with user expectation.