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User Research
UX/UI Design
Information Architecture
Search
We're not a suit and tie law-firm.
Despite being an open and human company that puts its people at the forefront of their decisions the website painted a different picture.
One of their biggest challenges was recruiting graduates fresh out of university. The website didn’t appeal to graduates due to its dated design and confusing structure that didn’t help the user find what they were after.
So how do you tell a user that through your website? By taking the values Burness Paull have and the love for their people and showcasing it. Put an emphasis on the people and the culture.
With such staggering figures, SSCL recognised the necessity to introduce a self service hub early on, but never truly executed such a product with the tenacity it required.
There was an enormous hole in efficiency for users of SSCL's myHub product early on, and the organisation identified flaws surrounding user engagement and general use. Whilst it was glaringly obvious that conceptually myHub could unlock great potential in how adopters operated from a departmental perspective (conducting internal operations like leave requests, salary amendments, and other standard business actions), it's early iteration baked itself for a little too long in a beta phase and users lost interest.
Simply put, technically and visually its evolution became stagnant and users continued to run through multiple channels to conduct business operations as opposed to utilising myHubs early sign post infrastructure.
Quick Statistics
Beyond conducting multiple user interviews, we gathered a number of thought evoking statistics that we believed may stimulate the evolution of the product.
67% of customers prefer self-service over speaking to a company representative.
70% of customers expect a company’s website to include a self-service application.
92% of adults rely on search engines to find information on the web and expect the same functionality from every brand site.
52% of customers find web self-service portals difficult to use and need to use 2 or more channels to get their issues addressed.
The existing user interface failed to engage with its audience to its full capacity, and resulted in users opting to attempt to conduct tasks that were actionable on myHub over the telephone.
A common theme during user interviews was the use of the words "too much going on", indicating that users were overwhelmed by the number of tasks presented in their viewport.
During some of the actions users were asked to conduct, we noticed a high level of disengagement and confusion.
One of the most glaring pain points throughout the entirety of our moderated user testing sessions was the number of users that lost their way. The lack of user autonomy presented itself in multiple ways, from visual language & information architecture to ux copywriting.
Curious tinkerer + witty rambler + island hopper + wannabe dog owner + gherkin guy + karaoke lover + slow gravel cyclist + star gazer + bahn mi advocate + tree hugger
Living and running slowly in Scotland.
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