Our Experience & Service Design Projects

Working with their development partner AXA, we produced a new online claims site for American Express providing a full design guide including all screen stylings, modules and the new responsive framework.

Spotless worked with Saint-Gobain to help them understand their key customers such as Architects, Quantity Surveyors, Procurement and Estate Managers. We worked with their internal teams to map out the customer journey and develop user driven solutions across a range of touchpoints.

Spotless were tasked with helping to develop the structure of a universal resource that could be used by all departments within Boots to help them to stay ‘on brand’.

RocketRoute, a market leading flight planning app for small pilots, and Air BP, BP’s aviation fuel wing, wanted to research and design a digital service to help private aircraft pilots arrange and pay for fuel.

Delivering user insight to help refine their mobile proposition and customer experience for jobseekers using diary studies, in depth interviews and focus groups.

Starting with diary studies, we developed personas and their related customer journey maps for investing. We then ran multiple co-design sessions to create a starting point for the design of an iPad app suitable for all types of investors.

Understanding the core user journeys with the Initial Professional Development provided the foundation for a responsive redesign of the site. We defined the current user journeys through IPD with stakeholders and identified key areas to improve with the new design.

We helped oil & gas industry disruptors Sky Futures design their online platform to view drone inspections of oil rigs. Our solution was to create a high level view of the information at first glance but allowed users to delve into the detail if needed.

Spotless travelled to locations across the country where locals regularly experienced poor or no network signal, and conducted focus groups to surface people’s perceptions of and attitudes towards signal strength.

Taking research through to design and responsive axure prototypes. We conducted 12 remote interviews with eSports fans across Europe, to cover a broad range of players and fans. Working with the client team, we defined a new set of requirements for the League of Legends eSports site - then worked these into clickable Axure prototypes for handover to the HTML build team.

Using diary studies, home visits and interviews, we assessed the user experience of the Playstation across a number of touchpoints. We used the data from home visits and and the diary study to create focused Player Journey Maps which conveyed the experience of different types of players through the console.

The team at QEOP wanted to take stock and see how well the website meets their users’ needs and behaviours. Interviews were designed to explore both what people knew and expected from the park, helping us to define the future vision for their digital touchpoints.

Analysing customer sentiment across 3 markets and presenting the results in an engaging infographic format.

Involving users from Germany, UK and China, we asked them to complete several tasks using the Yota Phone 2 prototypes. What made these devices unique is their dual screen technology, which caused some issues for users.

Redgate are a leading provider of Database tools such as SQL Compare, SQL Monitor and SQL Prompt. Redgate approached Spotless with a view to defining future experiences in how database administrators and developers would manage their databases. Specifically, this would be around the new area of Database Lifecycle Management.

Lazy Oaf had recently relaunched their site, but had seen a large drop off in traffic. Spotless worked with them to understand their audience, so that the site could better reflect their expectations.

Waitrose asked us to undertake a thorough accessibility audit of their new and in-development websites. The aim of the review was to assess the level of compliance, with an aim to push for A or AA.

We conducted user testing across iOS and Android to ascertain the ideal mobile shopping experience for gamers. We designed a set of tasks and questions that probed users around their present shopping and mobile usage habits as well as their expectations.

The Disney Channel UK provides entertainment through videos, competitions, online games and apps aimed at kids and teens. Primarily aimed at girls, the site only allows access to Disney Channel branded shows such as Jessie, Good Luck Charlie and Teen Beach Movie.

Spotless provided support during the development of Fidelity's first iPad offering scheduled for completion in early 2014. Fidelity required user testing to ensure their design supported customer needs and business objectives.

We delivered remote user testing for the new product tool for Electronic Engineers, allowing them to use the product and give feedback from their own home or work environment.

Working with private traders in the UK Saxo Bank asked us to run focus groups to see what their client base thought of some advertising and educational videos that were being shot for their site. Saxo Bank were also interested in their clients’ general feelings towards video and their video consumption habits.

Pizza Express wanted to conduct some usability testing to understand how their current and potential customers navigate their website, and to find areas for optimisation. They were keen to understand where their users would naturally look for information, in order to better facilitate user interaction with the website.

User testing to identify whether the functionality of the homepage and the menu options were understood by users, and any general expectations they might have as to the content within different areas of the website.

Orbis are creating a new offering aimed at a different market segment to their current clients and they wanted us to help them test their new websites designs in order to see if it appealed to their target market and if it made sense to them.

Telefonica asked us to conduct some independent desk research to equip them with guidelines related to best practice in user experience and design principles for video related to customer service applications. They required an expert review of video guidelines to help shape the Minimum Viable Product (MVP) features of a customer service application for businesses, and to inform UX requirements for developing video customer service applications going forwards.

Imperial were considering purchasing a new administrative piece of software but as part of their decision process they wished to run some usability testing on the system to see if it appeared to be fit for purpose and easy for their user base to work with.

Hostels.com wanted us to get them feedback on enhancements they made to their revamped website, and the aim of the project was to gain a deeper understanding of how users of hostel sites interact with the new version of the site, and what they look for when deciding to make a booking.

Usability studies helped to understand the needs of its varied web audience. The insights enabled ICAEW to tailor their online services to meet user expectations and provide a website that offers useful functions, important information and relevant practical advice.

Gather practical insights on Barclays' mobile cycle hire app through user interviews to ensure the mobile application made sense to the target audience

Dare Digital required support in providing user research and testing for one of their key clients, Premier Inn, to determine how a representative audience would use the site and the response to the new features they were suggesting.

International lab based usability testing on their existing website across three key markets (UK, Germany, and Norway). Possible improvements were identified for the existing site that could be implemented globally as well as changes that could be introduced at a local country level.

Involving customers in the development of the Argos iPad app to ensure user scenarios are well considered, and content clearly organised.

The Carbon Trust's mission is to accelerate the move to a low carbon economy, by working with organisations to reduce carbon emissions now and develop commercial low carbon technologies. We assessed key template pages for accessibility compliance and wrote the company accessibility statement for the website.

Brother required practical insights to inform the design of their website based on feedback from their customers through lab based usability testing in their key markets: Ireland and Germany.

Usability, conversion rate optimisation and SEO work to increase the conversion rate for sales of tickets and products for Kew Gardens.

The Financial Services Compensation Scheme (FSCS) aim to ensure they help customers when things do not go to plan for large financial organisations. We were asked to help them test a journey across multiple touchpoints.

London24 is a London-wide website which provides news, sport, information and user-generated content for Londoners. Spotless was asked to research how their users consume news online.

We were contacted by The Health Foundation to provide early feedback on the proposed web site design. An expert review of visuals and two rounds of user testing phased into their development process uncovered how their audience use the site and new features they were suggesting.

Skype asked Spotless to conduct user research in order to help the user research team with some insights on how to redefine and inform the existing information architecture on the Skype support website

Through customer interviews on one of their existing Nokia apps called the ‘Wellness Diary’, we provided insight into the UK market to understand how this type of service might be used.

Eurotunnel were particularly interested in the booking process of their site. They wanted to understand how users actually moved through the booking process, what questions they had whilst booking and what, if any, problems they encountered whilst going through the flow.

GE Money wanted to ensure all employees from different demographics and technical backgrounds felt comfortable using the intranet for personal development. Spotless conducted a content audit, followed by design iterations before implementing the design.

User testing was used to provide early feedback on a new site design which included faceted navigation, followed by user testing with eye tracking to better observe how customers move through the site.

We were contacted by Jaguar Land Rover to help them gain a deeper level of understanding regarding the users of their careers website. Aiming to find what is working well and what is not in order to inform a redesign of the site, highlighting the key area for change.

Working with E.ON to assess key pages for accessibility compliance (WCAG 2.0) for their E.ON Age UK Energy Calculator application, taking into account the use of JAWs screen readers.

BDO Stoy Hayward came to us with a requirement for an internal application that would allow them to easily present information to employees in the business.