Whilst working as a freelance Information Architect at Grand Union I was responsible for developing the new information architecture for the forthcoming redesigned Freeview website. My work included competitor analysis, auditing the existing website and its content and meeting with the client to discuss the needs and objectives of both the business and users.

I delivered a new sitemap and wireframes that incorporated my recommendations for content, layout and technological development. These deliverables were used by both the client and the project team to develop the new site.

Deliverables

• Hierarchical sitemap
• Website audit
• Wireframes

URL: http://www.freeview.co.uk/

Overview

The London Capital Group wanted to redesign their existing website and part of that process was to create an audit report covering the following areas

• Target audiences
• Analytics and tracking
• Search engine positioning
• Functionality
• Visual design
• Front-end technologies
• Usability
• Accessibility
• Site architecture

Deliverables

• Website audit
• Sitemap
• Homepage content architecture

Client goals

To get a better understanding of how to improve their website and what areas in particular required the most attention.

Challenges overcome

The client was very new to IA and so a lot of hand-holding was required throughout the auditing and recommendation phases. The client was also quite slow to feedback on key deliverables slowing down the project and making it hard to keep momentum going.

Downloads: lcg_website_audit lcg_site_architecture

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