O2 Website

Frontend and O2 Ireland have worked together since 2003 ensuring the delivery of a quality user experience across all areas of the business. From web and mobile services to delivery of self care through interactive voice response systems; adopting a flexible user centred design approach is a critical part of the O2 product development cycle.

Portal Redesign

Working with O2 teams Frontend ensured that a user centred design approach was implemented during the redesign of the O2 website. Frontend carried out a full user centred design program including:

Research
As an initial starting point Key business requirements and critical tasks were defined through stakeholder interviews within various O2 departments. Frontend also conducted extensive user research within the O2 customer network and the general public. Depth interviews were conducted with 30 individuals representing a large cross section of the target customer base. The existing site was also evaluated in order to understand current interaction issues.

Design
Following our research Frontend redesigned the entire information architecture and interaction design for the portal. Detailed wireframes were produced for all key areas of the site. A key challenge for this project was to design a site design that considered O2 diverse customers requirements while also accommodating ongoing business requirements.

All proposed interaction design was validated by the various business units within O2 and prototypes developed for user testing. An improved information architecture provided a flexible solution to the information organisation and ensured customers could find information and services they require quickly and easily.

User Testing
Iterative testing is central to Frontend’s User Centred Design process. All designs were validated by conducting user testing with our state-of-the-art usability lab. Wireframe prototypes were developed to test Information architecture and Interaction design with target customers. The results allowed us to refine any design issues prior to visual design and code work.

The Results
The traffic on the site increased by 40% once the new portal went live.

"Adopting a user centred design approach to our product development process is an important factor in the successful launch of many of our products and services. Frontend's work in eliciting customer requirements and testing iteratively with our customers throughout the product development cycle has ensured we are delivering the best possible customer experience."

Colm Codd
Head of Consumer Services
O2 Ireland

To find out more about our experience and services, contact us.

View other sample projects we completed for O2