CASE: On behalf of a medium-sized bank, finance and insurance company, I have analyzed the existing public website on the basis of initiating a major change in customer centering in digital channels. The customer's challenge is to keep visitors on the site and offer for a better deal and to internally initiate a change. I have defined areas for improvement and suggested recommendations for how the site can become stronger communicatively and visually as well as become more effective for the visitor with a clearer navigation.
Heuristic analysis
Power mapping
Navigation
Wireframes
Content inventory
Personas
Benchmarking
I have, through research and analysis, delivered a number of educational presentations that the customer can be inspired by and use internally to back up decisions. Initially, I focused on images, icons and illustrations, fonts, tonality, navigation and suggested suggestions for improvement. By benchmarking similar companies' services, I was able to visualize how the desired effect can be achieved by changing these areas.
With knowledge of the customer's own personas, I did an impact mapping of private and corporate customers. Following an inventory of all pages on the site in workshop format, I made suggestions for better page structure and by locating duplicates, inconsistencies and out-of-date information improve the page based on users' real needs.
In parallel with this, I also presented Lo-Fi and Hi-fi sketches on the intended structure. My passion is to make the difficult things easy to understand. My long experience of working with information structure and text, has resulted sharp suggestions for texts and structure.