About the project
Nationwide Autocentres have their own internal marketing communications team and an incumbent agency that is responsible for the design and build of their website. They looked to us to provide additional support when planning how to improve the user experience of their site.
They talked, we listened
Nationwide Autocentres have a feature on their website that allows users to get a price and book a service for their car. Users are offered three levels of service Ð interim, full and major. The right service is determined by a simple algorithm based on their type of car, how long it was since their last service and how miles theyÕve driven since their last service.
The client explained to us that, although the algorithm is simple, the journey users go through was getting confusing. They also explained to us their initial ideas for what could be a better user journey.
We scribbled
Once we had a brief, we worked with the client to determine the ideal approach. We used post-it notes to create a lo-fidelity paper prototype of the preferred process. Using post it notes allowed us to quickly test interaction and refine the process. If something didnÕt work, we screwed it up and grabbed another post-it.
We prototyped
Once we had the basic approach mapped out we were able create a fully interactive, hi-fidelity prototype using Axure. Again, we involved the client fully in the process so they were able to provide suggestions and ideas for refinement.
We handed it over
Once the client was happy with the prototype we handed it over to them. We supported the prototype with a document that storyboarded the entire user journey. Both these deliverables made it much easier for them to explain to their colleagues and the incumbent agency what direction the though the site should take.
We saved them time and money
We managed to achieve all the above in just one day. Granted, it was a busy day but we easily saved the client two weeks of internal conversations and meetings Ð the interactive prototype made it abundantly clear how the feature should work.
WhatÕs more, the client had a fully working demo without they need to pay their incumbent agency to design and build anything.