Educational webpage

Service design | User research | UI/UX design

Methods used: 

• Surveys - post event surveys to examine feedback and customer profile (the feedback continuously gathered post-events and feeding the existing reports and NPS) and a survey into learning styles of different age groups using Attest

• Colleagues’ interviews - they were the ones presenting, so their experience mattered too!

• Trapdoor testing: to explore the topics that public might find interesting (a test webpage to gauge engagement and interest in a variety of topics)

• Conversations with the subject matter experts in various areas to understand business requirements for the content

• Studying competitors' proposition and (secretly) attending their events

Conclusions: 

• While the events format was working, it wasn’t working for everyone - the average age of attendees was 60!

• More diversified content was needed

• Events proposition would also need to evolve to become more specialised and relevant to other campaigns by the bank

• Moving the website in-house could potentially increase visibility and traffic (the current events website didn't get many visitors)

Following the research, a number of personas and journeys have been created (I found the UXPressia tool pretty helpful for this). 

The next challenge was to bring all the hosting in-house and launch a page with minimal budget. There have been some videos in use, although after a review, some of them had outdated information that was changed. In addition, a number of downloads was created to show simple steps to protect oneself from scams as well as where to find support if money are a struggle. All the content was run through accessibility audit and Readable to comply with Consumer Duty. Brand assets were used to create the downloads to ensure zero complaints from the Brand strategy team.