Project planning

Planning

Research

In order to deliver precise and valid insights we combined and triangulated research methods. An initial qualitative approach allowed to uncover key topics which were later quantified using quantitative techniques.

User research brief and interviews structure

Interviews

Interviews were analysed using the grounded theory method. Interview transcripts were coded.

Qualitative_analysis

The coding of the interviews helped us producing network diagrams which facilitated the analysis of a large volume of data.

Network diagrams

More_network_diagrams

After uncovering key topics through qualitative research, we quantified the phenomenons, this helped grounding the business case.

Quantitative research

Creating a product taxonomy

Royal Mail offer many products: delivery, warehousing, eCommerce platforms, customer data, etc. In order to develop a taxonomy which would make sense to typical users we ran an online card sorting research.

Card sorting exercise

Card_sorting

Card sorting data analysis

card_sorting_analysis_uxconsult

Business segments and personas were built from the data gathered

Personas

Context scenarios were used to rapidly develop and test ideas, without the need to design the whole interface. This enabled us to efficiently present and test a large set of ideas.

Context_scenarios

High fidelity wireframes and prototypes were built to support and evaluate the key scenarios
wireframes_uxconsult

Evaluation plan

An evaluation plan set the KPIs at the start of the project. These enabled us to ensure that the solution delivered would meet the experience goals set.

Evaluation_plan

 

Concept design

Concept_design

 

Final product: Royalmail.com/business

Site_uxconsult

Leading the research and design of the Royal Mail business Portal.

The brief:
To position Royal Mail Business services and to translate the proposition into a tangible solution.
This entailed to up-sell and cross-sell Royal Mail's products and services whilst enabling small and medium businesses to self serve.

Client: Royal Mail
Agency: Hugo & Cat

▌ royalmail.com/business