User-centred requirements gathering & recommendations for website redesign
Improved usability and user engagement.

The client

Integra Office Solutions Ltd. is the UK and Ireland’s leading dealer group in the office and IT supplies industry. IntegraNet is a members-only site that provides independent stationery dealers with access to discounted prices and exclusive offers from a wide range of wholesalers through an online sales channel. 

The challenge

IntegraNet is a core revenue stream for Integra, so when the decision was made to redesign the website it was important to ensure it was as effective as possible at supporting and furthering this core business objective.

Integra had already identified a number of existing concerns that needed to be resolved through the project; in particular the User Experience (UX) issues surrounding the usability of their online product catalogues and supplier list, and awareness and engagement challenges for both new and existing members about the benefits of membership and the full range of services Integra offered. 

Our solution

Box UK’s User Experience consultants followed a tried and tested User Centred Design approach, starting with an Expert Usability Review of Integra’s existing site to provide a focus for the subsequent Discovery and Design phases; identifying general usability issues in addition to assessing its effectiveness in providing the latest product and pricing information and communicating the benefits of membership both for existing and prospective members.

Through stakeholder workshops Box UK then collaborated closely with Integra’s internal team in a detailed Discovery phase to identify the project’s underlying goals. During this phase business requirements, user groups and key user needs were identified, as well as metrics which would be used determine the overall success of the project. Using this information the team created a comprehensive strategy document that formalised and prioritised content and functional requirements based on the identified business and user needs.

This strategy information and user research was then used by Box UK during the following Design phase of the process to help define a structure (or Information Architecture) for the site, and to create annotated wireframes detailing the critical page elements, layout and interactions for key pages and user journeys in the post-login area of the site.

The outcome

The research produced provides Integra with a clear set of actionable guidelines that balance the needs of their various users with business requirements, and enables them to take a more user-focused approach to any future strategy decisions. The analysis and recommendations in the Strategy report can be used with the wireframes to guide re-development of the IntegraNet members’ area to grow membership, optimise user journeys for increased conversions, and provide an improved user experience by enabling members to easily find the right products at the best price.