The Customer Experience Company — Website Refresh

Digital Design

The Challenge

The Customer Experience Company (CEC) needed to refresh their website to reflect an updated service offering and market positioning.

Coinciding with a recent strategic update, the upcoming launch of a new service offering and the company's 20th birthday, CEC's goal was to design, test and launch an improved, minimum viable product (MVP) version of their website as soon as possible.

Splitting my time as a Designer, Researcher, and Front-end Developer, I led a 12-week research and redesign process with CEC's leadership and brand team.

The Solution

Given CEC's expertise in digital design and low-code development, we took a similarly design-led, iterative approach to this project. We used:

  1. Competitor analysis to understand how the current website stacked up against other leading design consultancies.
  2. Heuristic analysis to identify the most obvious areas for improvement, which became the first requirements for the future-state designs.
  3. Stakeholder interviews with CEC's leadership team to understand the business' objectives, and with other internal stakeholders to better understand the existing website set-up and technical limitations for a future solution.
  4. Seven 1:1 customer interviews with past and current CEC clients, which gave insight into customers' broader experience of working with CEC, how they used the current website, and their feedback on future-state designs.
  5. Frequent and regular design critiques with project stakeholders (plus one whole-team critique with all 35 members of CEC's team!) to leverage internal expertise.
Progress_1
Progress_2
Progress_3

Future-state designs were created iteratively, starting with the website's information architecture, before progressing to low-, mid- and high-fidelity mockups. By designing in sprints, and testing with customers and stakeholders at each stage, we maintained a constant focus on end-user desirability and the feasibility of our designs.

 

Leveraging CEC's expertise in low-code/no-code development, I built the final website in Webflow, utilising the Client First framework to ensure new design patterns could be reused when creating new content, speeding up future development.

 

The result was a refreshed website that has allowed CEC to practice what they preach and provide a better website experience for their clients.

Homepage_Desktop_The-Customer-Experience-Company_Nusardel-Oshana
About-Us_Desktop_The-Customer-Experience-Company_Nusardel-Oshana
Careers_Desktop_The-Customer-Experience-Company_Nusardel-Oshana

Collaborators

Project Lead:
Lauren Terry


UX Researcher/Designers:
Jess Taylor
Nathaniel Powell


Brand Designers:
Anna Nordon
Alana Thomas

Copywriter:
Imogen Moore


Development Support:
Juliet Wong Min

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I acknowledge the Cabrogal people of the Darug Nation, the traditional custodians of the land where I live and work. I pay my respect to their Elders past, present and emerging.

© Nusardel Oshana 2023

I acknowledge the Cabrogal people of the Darug Nation, the traditional custodians of the land where I live and work. I pay my respect to their Elders past, present and emerging.

© Nusardel Oshana 2023