Strategic design for complex account integration: A prototyped and tested solution encompassing UX best practices and brand strategy
How can a consumer product integrate user accounts across all brands while providing a coherent and desirable user experience?
Client & Project Information
Client: International manufacturing company
Industry: Manufacturing
Area of focus: Design of the migration of users into a multi brand platform
Engagement Duration: 8 months
Status: Live
Role & Responsibilities
Lead:
Led junior UI designer and visual designer
Solution design communications
Design:
Persona, user journey and flow
User interaction design
High-fidelity prototyping
Methods used
Persona design
Journey mapping
High-fidelity prototyping
Usability testing
Structured interviews
Tools used
High-fidelity prototyping
Project management
persona design
Journey mapping
The Task at Hand
Strategic Solution for a Multi-brand Account
Complex account integration requiring strategic design recommendations.
UX best practices, user testing, copy-writing and brand strategy in a ready-to-implement prototyped and tested package solution.
The Approach
Why this approach
The client decided to integrate user accounts to improve the customer experience by reducing friction.
The change proved challenging and too complex for users due to its intricacies, involving multiple scenarios and technical constraints.
The client enlisted PwC Experience Consulting's help to create a user-friendly, transparent, and trustworthy solution for users.
The Outcome
By applying strategic design and UX best practices, we provided comprehensive recommendations for interaction patterns, user flows, interface design, and copy, ultimately enhancing the overall user experience.
Through intensive testing with in-target users, we iteratively adapted the solutions to align with user needs, ensuring a user-focused solution.
To meet various user scenarios, we developed a versatile solution, delivering a ready-to-implement prototype for a multi-brand account to the client.
Defining, designing and validating
Translating the business requirements
First, analysed and mapped the high-level flow based on the business requirements. We also defined user groups, created personas, and their future user journeys within the new multi-brand ecosystem.
Prototyping the new flows
Then, designed the new user flows and created new copywriting aimed at ensuring the users’ dedication to the brands and combined all into high-fidelity prototypes.
Testing and tweaking
Finally, tested the new flows with 5+1 people from each of the four user groups and after analysing the results, made the minor modifications to the flow and the copywriting.