Our team kicked off the project by running a workshop with Huawei stakeholders. During the workshop we identified the target audience and the needs of both existing and new customers. To understand their behaviour we created user journey maps of the online and offline purchase flow. And using these maps we were able to find gaps and opportunities for improvement.
After the workshop our team summarized our findings into five key user insights that would be used to guide our design solutions moving forward; a need to provide more engaging content to attract potential customers and provide continuous interaction with existing customers; a need to help users find the right products / solutions and simplify the decision making process; a need to enhance customer service and ensure users are guided to the appropriate support systems; personalization and localization matters; a need to streamline the purchase flow and direct users to the appropriate channels and info.
The design process included responsive wireframing, reorganizing the information architecture and high fidelity mockups which were delivered to the Huawei development team together with a style guide. The launch of the revamped site was a success and within the first 2 weeks of launch the site achieved a traffic increase of 400%, from nearly 0 to 20 daily leads, 1900 new comments of which 90% were positive and requests from over 15 countries to adapt to their markets.
