Web Portal Redesign - O2

Working with O2 teams Frontend ensured a customer focused approach was implemented for the O2 website redesign. Our full user centred design program included:

Initial Business and Customer Research

Key business requirements and critical tasks were defined through stakeholder interviews within O2. Depth interviews were also conducted with 30 individuals representing a large cross section of the target customer base (including O2 customers and non-customers). The existing site was also evaluated by our usability experts in order to understand current interaction issues.

User Centred Design Solutions

Following our research Frontend redesigned the portals entire information architecture and interaction design. Detailed wireframes were produced for all key areas of the site. A key design challenge for this project was to address diverse customer’s needs and O2’s ongoing business requirements. All proposed interaction design was validated by the various O2 business units and prototypes developed for user testing. An improved information architecture provided a flexible solution to the and ensured customers could find information and services quickly and easily.

User Testing

Iterative testing is central to Frontend’s User Centred Design process. All designs were validated by conducting user testing on wireframe prototypes within our state-of-the-art usability lab. The results allowed us to refine any design issues prior to visual design and code work.

The Results:

Traffic on the site increased by 40% once the new portal went live.