I proactively created a set of Crayon-branded IA templates for use within the agency. The aim was to standardise our approach and ensure that each client experienced the same level of service and professionalism from Crayon.

Another proactive piece of work I undertook within Crayon was to create an IA deliverables diagram to illustrate how we should use the different IA tools both within the agency and with clients. The aim was to utilise the correct tool for each job and manage client expectations more effectively.

Downloads: cra_ia_deliverables.pdf

As part of the continuing development of the IA process within Crayon Direct Advertising I put together this process diagram to illustrate the role in which IA has to play in the website project life-cycle within the agency.

Downloads: cra_project_process_01.pdf

Overview

BT Anywhere is an addition to the BT Total Broadband product offering. It allows you to access your broadband connection through your mobile device whilst at home and when out and about you can access BT Openzone and BT Fon networks for free.

I was involved in the production of the page description diagrams for this project, with Jonathan Lovatt-Young (Head of Design) overseeing the site architecture.

Deliverables

• Page description diagrams

Client goals

To introduce the new BT Anywhere product offering. To integrate this offering alongside the existing BT Total Broadband proposition and to produce an experiential online demo for customers to engage with the new BT Anywhere handset.

Challenges overcome

Fitting a 4th option into the existing BT Total Broadband templates and site architecture. Clearly communicating the new proposition to existing customers and to create an engaging user experience for the online handset demo.

Downloads: bt-anywhere_pdd

Overview

As part of the BT Project June campaign, BTs PR agency wanted to launch a supporting competition newspaper feature in Metro, London Lite etc. to drive traffic to the PR microsite.

Deliverables

• User journeys
• Wireframes

Client Goals

To promote BTs new calling plan offers and to receive competition entries and promote BTs PR tour ‘Join us on the sofa’.

• Budget: £30,000
• Downloads: customer_journey pr_microsite_architecture pr_microsite_wireframes

Overview

BT Project June was an interim project that preceded the BT Voice redesign. The existing website for Home Phone Services needed to be updated to reflect BT’s latest calling plans and special offers. The scope of work for Planning and IA was to review the existing site messaging, information hierarchy and user journeys with the intention of creating an interim solution to integrate with BT’s above the line media activity.

Deliverables

• Customer journeys
• Hierarchical sitemap
• Content architecture
• Page description diagrams
• Wireframes

Client goals

To clearly represent BT’s latest calling plans and special offers and integrate with their above the line media activity. Customer retention and sign-up to a calling plan contract.

Challenges overcome

Very tight deadlines, limited IA budget and a wealth of information to decipher in a short space of time.

• Budget: £50,000
• Downloads: calls_and_lines_sitemap

Overview

BT partnered with Fon to create a unique service that allows BT Total Broadband customers to share a portion of their wireless connection with the wider internet community. The idea is that you can connect free of charge when you are out and about rather than using a pay-as-you-go wireless service. BT already had a very basic web presence for the BT Fon service, but they wanted to improve the user experience by improving the site IA, content and site design.

Deliverables

• Website audit
• Sitemap

Client goals

To create an online community centred around the BT Fon proposition and increase the number of people signing up to the service.

Challenges overcome

Working to tight deadlines and limited budget the challenge was to create quality IA deliverables and insight.

• Budget: £35,000
• Downloads: btfon_site_architecture

Overview

BT Vision is a leading digital TV provider delivering a flexible digital TV service to customers through their BT Total Broadband connection. BT wanted to create a new microsite on the BT.com platform to improve the sales of BT Vision.

Weighted sitemap

A visual representation of which pages receive the most traffic (page views).

Fall out report

A graphical representation of the key fall out points in the Vision order journey.

Customer segmentation wireframes

Proposed customer segmentation as part of the order journey rather than pre-sales

Deliverables

• Competitor analysis
• Fallout report
• Weighted sitemap
• Content architecture
• Page description diagrams (PDD)
• Wireframes

Client Goals

To improve sales of BT Vision and meet new quarterly targets through an improved user experience.

Challenges overcome

The challenges encountered on this project included deciding where to better segment customers in the order journey (pre or post sales pages), determining the correct information to include/omit from the existing website and working with the new BT Vision branding guidelines.

• Budget: £35,000
• Downloads: vision_weighted_sitemap

Overview

BT wanted to consolidate the Home Phone Services area of their website. This area contained a vast amount of information about the different BT calling plans, home phone security, BT Broadband Talk and general calling features such as BT 1571 and call barring. The challenge was to reorganise and consolidate the existing information to streamline the user experience and increase the number of users entering the order journey.

Deliverables

• Customer journeys
• Hierarchical sitemap
• Content architecture
• Page description diagrams (PDD)
• Wireframes

Client goals

To improve the organisation, look and feel and general user experience of the Home Phone Services area of the BT.com website.

Challenges overcome

The challenges encountered on this project included getting to grips with the site content, understanding the complex customer types, organising the client and turning the project around in a short space of time to a tight budget.

• Budget: £114,000