B&Q
Website redesign
Working as lead consultants, UX Media conducted stakeholder workshops to establish the business case for change and assembled a multi-disciplinary working group to oversee the project.
Using previously established demographics and user insight information, we created customer profiles with the aim of moving the B&Q website from a functional, male-orientated site, to a more inspirational offering, positioned to attract a higher female customer base.
Our approach to the project saw us:
- Evaluating existing customer journeys,
- Creating new customer journeys,
- Wireframing page templates including interaction guidelines,
- Facilitating stakeholder meetings,
- Presenting the site vision to the project steering committee
Checkout process review:
UX Media were subsequently commissioned to review the usability of the current checkout process, to keep it in line with the goals of the redesigned website.
We began by carrying out an expert review of the current system to assess its strengths and weaknesses against accepted industry practices. Using our findings, we created wireframes and customer flows across registered, non-registered, logged in and non-logged in users.
Once the wireframes were complete and signed off, the Customer Experience team at B&Q asked us to run a series of paper prototype user-testing sessions to test the effectiveness of the solution. The user test was run across two days with eight participants.
