Project: Marketing microsite. Research and prototyping for support section re-design
Role: Lead UX/Design (Agency)
Roland DG is a worldwide leader in the sign, graphic arts, commercial printing and packaging industries.
I have been working with Roland DG since 2018. Originally tasked to design a campaign microsite for the Roland Heroes 2018 campaign.
This user centric campaign, focussed on the close relationship between Roland and their customers. The final microsite told stories of entrepreneurial vision, innovation and creativity.
The creative decision to focus on bold photography and videos supported these stories perfectly and showed why customers chose Roland above their competitors.
Following a very successful collaborative campaign, our next project was very different. Instead of celebrating the Roland customers, the focus of this project was to give them a great user experience when they needed support.
The first port of call was to understand the support model, the processes, challenges and opportunities. We did this by running stakeholder workshops that involved the Head of Roland Care through to service engineers.
The next step was to test the current section. Identifying areas where the most value could be obtained to support team and the customers seeking support. This was completed using a blend of personas, heat mapping, user recordings and design critiques.
A micro-frame was produced to show how we would change the structure and IA of the site from a global view. Once agreed by the key stakeholders we concentrated on a prototype to show the key user journey's and how these would benefit both the support team and users.
The support project is currently work in progress.