Taking a human centred approach to ACC's web presence.
Joining the project after the completion of a comprehensive research phase meant there was a strong foundation established. We built a cross functional team and co-located to begin alpha. Alpha was our proving ground, our chance to learn as much as we could from customers in a short space of time. I ran design sprints to co-design, prototype and validate the overall site structure, key page layouts and tone of voice with customers.
Further design sprints helped ACC continue to build their beta website. Sprints were run with cross-functional teams which included SME's from within ACC. We worked with other designers, and ACC's internal development team and copy writers. By releasing a Beta version of the website to the public first, ACC could gather feedback at scale and we then refined their website prior to a full transition of their public site.
Progressing one of New Zealand's most used security software solutions
Gallagher creates and delivers integrated security solutions to meet the various customer needs, from basic access control, right through to critical sites with high security requirements.
Their development team needed to know where they should invest time and money to most improve their product for their customers. To help them, we first needed to understand how their systems are used, how people wanted them to fit in to their process, and where they fall short.
After observing real life users interact with the software, and seeing how they operated in their day-to-day contexts, we took what we learned away and co-designed possible solutions. The team was made up of developers, sales reps (armed with direct customer feedback), and designers. We finished the sprint with two prototypes.
Testing these prototypes with users not only validated which prototype was going to deliver best, but subsequent discussions gave us a huge amount of insight into their clients' minds. Based on this we could deliver a solid recommendation to the team at Gallagher.