Process
- User interviews and research
- Heuristic evaluation and cognitive walkthrough
- Information architecture
- Co-creation workshops and ideation
- Web and mobile prototyping
- Think-aloud usability sessions
- Training in information architecture
- Change-management support for the private portal
Outcome
The consulting process connected user needs with business requirements and helped define a clearer information architecture. Research supported the separation of public and private experiences, while responsive patterns improved navigation, search and personalization on mobile.
