ReAssure - UX research development

UX investigation project - personas, user journeys, site mapping and content hierarchy to provide detailed wireframes. 

Overview

- ReAssure (life and pensions company) needed a complete overhaul of their online presence

- Huge volume of objective data about customers and products owned

- Need to restructure the approach of the site so it caters for their most valuable customers

The Problem

- ReAssure (life and pensions company) needed a complete overhaul of their online presence

- Huge volume of objective data about customers and products owned

- Need to restructure the approach of the site so it caters for their most valuable customers

The Process

- User research, establish archetype personas that represent the most important customers to the business

- develop these personas into a succinct document for company wide consumption

- document the pivotal user journeys for these personas

- set these user journeys to a site map defining content hierarchy of each mappable segment

- create interactive wireframe of site, documenting vital paths for key personas with the client

- close iterative relationship with clients, constantly checking the flow logic to ensure their new platform performs

The Product


Working within an agency team with project managers and the client, in-depth steps were taken to analyse their customer data. Forming quant data from their books we validated the strength and size of these groups through a full persona development workshop.

Establishing meaningful groups, their value, mapping their wants and needs. A major deliverable was a fully formed breakdown of their personas into a micro site - multiple iterations back and forth with the client to establish an accord of who they are and what they mean to the business. In-depth user journeys were then written - establishing exactly what these priority groups needed to achieve on the site.

These journeys could then be used to framework a content hierarchy sitemap, layout exactly what our groups need from each stage of their journey. With an intricately detailed understanding of the customer and what they are trying to achieve - an interactive wireframe was created. Often working in a collaborative environment - ensuring the created vision of the new journey matched with the research and the clients desires.