Project: Product & Service Envisioning Rollout for Data Platform
Client: Hall & Partners
Category: Innovation & Technology, Business to Business
Responsibilities: Concept & Identity development, User Experience Design, Service Design, User Testing, Interaction Design, Visual Design, Service Design, Workshop Facilitation.
Hall & Partners’ award-winning Insights platform, The Hub was in need of transformation to meet the needs of modern businesses. Without a solid customer experience strategy in place for its future, we were brought in to envision the product and service pipeline, solidify its strategy and revolutionise its features.
To kick-off, we embarked on a discovery phase to establish a three year strategy for the Hub Insights platform. We started the project with a programme of service design workshops supported by fortnightly idea validation through user research. From speaking to internal team members, the senior management and leadership team as well as current and potential clients. Extensive envisioning workshops were undertaken, which included mapping out a service blueprint, examining the needs of users at each stage of their journey through a series of customer journey framework workshops, collaborative sketching with clients to come up with new ideas to solve their issues. Design hypotheses were formed to help frame this research, distill findings and form design hypotheses. Feature ideas were refined through user interviews and focus groups.
Through our initial user research, we discovered:
It was important that we only developed features that would either solve genuine user needs or help the business achieve their wider goals.
Accumulating this together with the rest of the data, we recommended an overarching concept and direction for the The Hub; create a multi-functional platform that enables, real-time storytelling, powered by the latest data and real people. By facilitating two-way conversations and delivering tailored and actionable insights in easily digestible and impactful ways and utilising modern collaborative methods so that businesses can do smart things, faster.
Design sprints saw us create rapid prototypes and carry out further research. Each interactive prototype represented one of the core themes of our concept - Data analysis, Story creation and Workboards. These prototypes were then used for research with internal teams and clients of Hall and Partners. Using qualitative methods we aimed to get a sense of how people currently used the platform and consider how the proposed solution would meet their needs. We discovered how people use existing tools, their current work flow and we started to get a sense of the user’s desire for the new ideas we were proposing.
“Faced with this increasing tidal wave of data, and less time than ever before, your job, to impact decisions with insights, is becoming harder and harder. ”
— Oli Hayward, The Hub Product Director
Off the back of the refined concept prototype and design hypotheses we produced a detailed roadmap of feature ideas and worked with the internal product team to prioritise the features.
The high priority features were as follows:
We are currently working on all the detailed design and user experience for the brand new platform. We are working side-by-side with the technology and product owners to incrementally test and roll out ways to transform how data can be gathered, interpreted and shared across networks, brands and business units.