concept of the company

Presentation

Presently, the company is providing three services which are IT – support, Visma Business consultation and cash register solutions for physical stores.

Problem

USER ENGAGEMENT

In the middle of 2018, the marketing department of iAdvice ApS ascertains that the amount of users on their website is growing and they need to provide a better user experience. This is caused by their observations that the users feel overwhelmed by the number of pages on the website and they are struggling to navigate through it. The website is a key in finding leads for iAdvice.The company wants to focus on bringing the value within the digital presence on all of their branches as well as providing satisfying user experience for their customers.

My approach

Company analysis

stakeholder interviews

Stakeholder interviews were used as a tool to understand the company in depth. They were held informally with partners of the company and key employees. The insights which were gathered are referenced in this report in various chapters. The information was used in different parts of the design process.

More specifically the insights from the stakeholder interviews were used as a reference in proving what possible needs the user has and also aims to describe the behavior of the current customer base.

competitor analysis

Conducting competitor research is beneficial to analyze what has worked well in the competitor’s companies and what has failed. The data has been collected through desk research and structured in the competitive analysis matrix tool which was designed to respond to the needs of this research. Since the company provides 3 services three anlysis were conducted with POS,IT and ERP competitors.

target group interviews

I had the opportunity to interview some of their existing clients as well as some potential clients. In order to create the questionnaire I took in consideration the goals of the digital product of iAdvice as well as the company values.

brand identity

persona workshop

For the creation of the Personas an internal research in the form of a workshop has been held within the company. The data collected from interviews and target group segmentation in the earlier design process have been used as a reference during the workshop. As a result of the workshop four main personas have been created – The POS user, The IT user, The Visma Business user, and The All-in-one User.

workshops

I was facilitating different workshops in order to create a better user experience with the redesign of a website as well as to understand the company and create a better brand identity. The Workshops included Customer Journey,Persona,Value proposition,Key experiences.

Customer journey

In order to create CJM, a workshop has been held in the company. In the workshopparticipated key employees and one of the partners in iAdvice. The workshop was help by me and you can find more images below. There are two types of customers described in two different CJ maps.

value proposition

As mentioned iAdvice has three unique services, however, it is more common, that the services are used separately than all together. This caused the use of a different approach for creating the value proposition.

Every service has been presented with a unique value proposition for the target group. At the end of this process, all of them are merged together into one main value proposition.

value proposition canvas

The insights gathered from the aforementioned methods and analysis are in the core of presenting a solution which will consist of a more automated digital experience for the user and the company. In order to bring value with the solution and analyze the customer gains and pains, Osterwalders’ Value Proposition Canvas was used.

From the Canvas, it becomes clear why and which services in the solution have to be developed in order to relief the customers’ pains.

observe user behaviour

In order to gain more data about the user behaviour and in order to conduct further AB testing, heat maps have been implemented in some pages of the current website of iAdvice as well as with the wireframes of the redesigned product. This tool was provided by Hotjar which a widely known platform, for testing different web pages.

Those research methods helped me to start the redesign the brand for the company

Branding and promotional materials

Brochure

iAdvice needed promotional materials and a new brand face for the company. We have prepared something fresh and clean as you maybe saw the Brand research. This brochure I created for one of their biggest clients – Red Cross.

Flyer

This flyer had the purpose of promoting that Red Cross are offered special personalization extras from iAdvice. I have created the whole design by myself.

Banners

wireframing

Part of the design process I follow consists of low fidelity wireframing. I created some designs and I conducted A/B testing in order to find out which one the users favor.

website

You can find a new website I created for iAdvice on www.testenvironement.iadvice.dk
You can also find redesigned touches on their current website www.iadvice.dk