Website Redesign and mobile enablement
Business Problem
The corporate website needed a brand refresh to align with the new visual identity and results from customer satisfaction survey highlighted a growing need for a mobile friendly version.
Project Goal
Our goal was to create a mobile responsive website with improved usability, brand alignment and develop page templates in Sitecore that can easily scale for future needs.
Solution
In partnership with a creative agency, thorough discovery sessions were conducted to understand whats working and what needs improvement. In the process we identified opportunities to improve overall usability by designing reusable components that were visually engaging and content that was more readable.
Corporate News
DTCC Connection is the company’s primary external news hub, providing visitors with current and archived news. It’s also a valuable tool to foster greater engagement with clients and has more than 12,000 subscribers. Existing News section of corporate website didn’t align with the companies core brand pillars, it had usability flaws and there were multiple sites hosting news content. It also lacked archival and cross content promotion features.
Project Goal
The goal was to create a one-stop-shop for all News content and convert existing page design into a blogzine format, enhancing capabilities to tag content and provide sorting and filtering functions.
Solution
A well thought out IA helped establish an intuitive flow for all of the News content. Introduced filtering and tagging functions. Build cross-promotion capability by adding links to DTCC Learning website which enabled users to learn more about the latest products and services. With the addition of social media links content was also made to be easily sharable.
Client Support
Business problem
User research and stats from client hotline calls highlighted that clients had a broken experience across different channels to reach the right support group. There were multiple entry points, inconsistent support directions and incomplete information on various webpages and portals.
Project Goal
The goal was to simplify the calling tree and improve website usability to enable faster support service. Our aim was to reduce number of help desk calls by at least 10% and improve site usability by introducing better discoverability, efficient navigation and reduce the number of clicks on the Client Center webpage.
Solution
In collaboration with the Client Experience Transformation team, I conducted initial usability research of the current page, mapped user journey and identified client pain points. We took a phased approach to do an initial quick clean up of content, improved taxonomy and introduced effective content chunking. Our second phase was to redesign the information architecture based on a heat map and also revamp the entire visual design. About 18 different support help numbers were consolidated into a single hotline number at the end of phase 2, greatly simplifying the client experience. The new UI design further enhances page usability with clear content bucketing and aesthetically pleasing visual design. Through a well defined UX process we were able to reduce help desk calls by 7% and bring down clicks by 58%.
Our Stories
Information Architecture | Interactive Wireframes | Visual Design
Business Problem
Market research and analytics from client surveys highlighted HR pain-points about hiring and retaining talent. The site had gaps in portraying the company culture and values.
Project Goal
Create a section on the corporate marketing website which tells employee stories and builds brand empathy keeping overall UI consistency across the website and enhance user experience.
Solution
Qualitative research and brainstorming sessions were conducted to define business pain-points and build a journey map for the new ‘Our Stories’ section of the website. UI design focused on people imagery, clean layout with consistent design patterns. New content around quotes from senior leadership and employees alike were included. All of this together established a robust empathetic page with employee career stories.
SmartCare Doc
User Research | Information Architecture | Wireframes
Smart Care Doc utilizes technology to transform healthcare professionals' interactions with patients. Collaborating with NHS Clinicians in primary and secondary care settings, Smart Care Doc provides a secure online platform for patient consultations. This project focuses on analyzing the intricate backend services, joint ventures, and partnership offerings to craft a seamless front-end experience for both patients and providers.
