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Customer App Refresh

The first product we helped with was a refresh of the existing IWG customer app.


It became clear as we progressed with designing our totally new version of the customer app that some of our improvements could be applied to the existing app as quick wins. 




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We set about identifying UX, UI and content changes we could make to existing apps without needing significant development. We identified over 100 changes across 40+ screens, including:

•	New personalised homepage experience to surface upcoming bookings, etc.

• New form and error states to improve conversion	

•	Streamlined and quicker product purchase journeys 

• Improved navigation & wayfinding throughout key flows

•	Addition of a persistent ribbon rather than hamburger navigation

•	Updated typography styles, link hierarchy and icon styles to match our new designs

•	Adjustment of colours to improve accessibility 










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Homepage Search 

The refreshed app is available on iOS and Android now across multiple IWG brands including Regus, Spaces, Basepoint, No.18 and HQ

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What Next?

We have multiple product design and engineering programmes of work currently in progress for IWG. Our teams are busy designing new products and services focussing on improving how IWG sell office space and could better service their existing clients.

Check out our latest work with IWG to see how we created a [seamless and cohesive sales hub](https://www.tangent.co.uk/work/iwg-saleshub "IWG Case study").  

Whilst we can’t give too much about our future projects away at this stage, our focus is on creating personalised experiences for existing customers, faster product purchase journeys and greater control over managing teams and financial information.

Watch this space as the new products begin to roll-out later in 2021.

Tangent continue to be a pleasure to work with.

Office

Level up, scale up

A sneak peek at 5 of the biggest challenges scale-ups face when it comes to their brand, proposition and digital experience.

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Download our free guide on some of the biggest challenges scale-ups face with their digital experience

Moving up from start-up to scale-up?

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Refining the digital experience of the world’s leading global workspace provider

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Discovery

__Requirements__: Our three-month discovery phase identified both business and user requirements. This included analysing thousands of comments and survey responses, interviews with all customer segments and gathering business needs from key stakeholders.


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__Personas__: UK Power Networks’ customers range from households looking for a one-off service to commercial builders with an on-going relationship, each requiring specific content and functionality. We developed personas to identify the tasks and goals each group is looking to complete, and how the website could help achieve their objectives.


UKPN personas

__Customer Journeys__: From here we produced an in-depth breakdown of existing journeys, visualising customer interactions and touchpoints. This allowed us to identify opportunities to enhance their journey off and online, setting the vision for UK Power Networks’ optimal customer experience.


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We tested multiple navigations with over 200 users through Tree-Jacking, a tool that helped establish the optimal Information Architecture for the site. Based on our findings, we enhanced the preferred route to ensure all content could be found in the fewest clicks possible.

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Design

__User Flows__: Through our Discovery process it became clear we had to provide very different journeys depending on customers’ knowledge and experience with the service - commercial property developers didn't need the same support as a first-time user.

Our solution was to break down each step of the online journey, mapping out distinct customer flows for each group. The flows incorporated logic that identified which form a customer needed to fill out via 3 simple screening questions.


UKPN user flows

__Wireframes__: Each of our user flows was translated into interactive wireframes, inputting content to conduct user testing and validate further requirements.


UKPN wires collage

__Concepting__: Having used mostly dark colours in its previous creative, we injected some vibrancy into the palette, experimenting with the use of iconography, illustration and asymmetric layouts before settling on our chosen design route. 


UKPN concepting

UKPN homepage video

__Visual Design__: The utilities sector is not known for the quality of its visual design, so our aim was to design a responsive website that is as beautiful as it is useful. This was achieved through a contemporary layout, subtle animations, clear CTAs and a logical content hierarchy.


UKPN visual design video

UKPN page designs

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__Style Guide__: Our comprehensive style guide outlines the grid, typography, colour palette, CTAs, iconography, paddings and margins. Formalising these key decisions enabled consistency of design both now and in future.


UKPN colour palette

UKPN headline font

UKPN body font

UKPN icons

UKPN components

Our customers expect a personalised service that is easy, quick and available round-the-clock. Tangent has been instrumental in testing new ideas and delivering an industry-leading, innovative online journey that is making great steps to improve satisfaction of our customers.

Download our free guide on some of the biggest challenges scale-ups face with their digital experience.

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Providing an optimal customer experience.

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UK Power Networks

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The Challenge

When we started this project, the catalogue section of SAP’s Education store was flagging; it had a high bounce rate, next to no dwell time and most importantly very low conversion.

Our solution needed to both address these issues and automate the process behind future catalogue updates, to avoid high operational overheads and reduce stale content.

SAP Tower Bridge

The Execution

Following an extensive research and discovery phase including competitor analysis and customer testing, our refreshed vision for SAP Education delivers a whole new experience for both Customers and SAP’s global and local Digital Managers.

By logically reordering content and employing a system of progressive disclosure, the site turns SAP's complex offering into a simple tool for all users.

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Results

Having been working as one of SAP’s most trusted technical and strategic partners for over 10 years, the Learning hub now includes:

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We have a partnership with Tangent spanning more than a decade. The team are driven, professional and as dedicated to our customers' success as we are. In recent years their acquisitions have brought even more talent into the company with renewed focus on digital transformation, digital design and UX. We are excited to continue our long standing relationship of partnership and trust with team Tangent!

Level Up, Scale Up - Request demo

A sneak peek at 5 of the biggest challenges scale-ups face when it comes to their brand, proposition and digital experience.


Level Up, Scale Up

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Download our free guide on some of the biggest challenges scale-ups face with their digital experience.


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Envisioning, Building and Managing SAP’s largest eCommerce store

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Reed | Keep Britain Working

The employment and recruitment company REED quickly identified what this meant for the job market and the economy as a whole. With unemployment numbers going up, and new job opportunities going down, REED decided to launch a campaign to [#KeepBritainWorking](https://www.keepbritainworking.com/ "#KeepBritainWorking"). But they needed to act fast. 



A sprint approach

At the beginning of April, we were approached by REED to help them bring this new business campaign to market. They’d attempted to create a website for the campaign internally, but realised that its current design, brand, and functionality wasn’t working hard enough to capture and engage the business community.

In less than 24h, we spun up a full-time team of 3 (and a half!) people to design and build the campaign website from scratch. By the end of day one, we had not only improved the live site REED had built internally, but we also had a set of wireframes to walk them through what the user flow and new site structure should look like. 

The site helps businesses take action and share what they plan to do to #KeepBritainWorking. Businesses going to the site can:

-	Make a pledge and post it on social media
-	Share ideas to help people back into work
-	Sign-up to support the campaign
-	Access a number of resources such as finding help to redeploy workers from struggling sectors to in-demand ones 



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With the PR launch date in the diary, we had 8 days to get the full site designed, built, tested, and launched. We managed to hit the deadline with the team working entirely remotely- obviously – and despite the usual technical hiccups that always creep in in such projects.


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The agency-client collaboration

The key to this success was due to a number of factors, including:

-	Working with a decisive client who didn’t delay decisions
-	A single point of contact at REED who knew who to lean on to answer questions
-	Daily morning and evening stand-ups to discuss progress and priorities
-	A shared Trello board of tasks
-	Honest and open communication between us and REED

As the campaign launched over the weekend, we couldn’t be prouder of all the work we’ve achieved in such little time. 


This is a great opportunity for us to use technology to engage our different stakeholder groups and partners. We are pleased to be working with Tangent for this campaign and are impressed at how quickly they were able to respond to our needs. We look forward to continue delivering a new level of service across our digital ecosystem. 

So, if you’re looking for support on a project that needs a quick turnaround or would like to get your own hit squad to get a project up and going, reach out to see how we can help.


Level up, scale up - request demo

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How we got a digital campaign to market in 8 days.

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REED (Capability sub-pages)

REED

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Data Insight

We needed to get under the skin of Stranger Things fans to understand what excited them most, and how our product could add real value they’d want to interact with again and again.

By combining data from sources including Moz, Audiense and IBM Watson, we profiled the show’s biggest fans, and uncovered their unique behaviours and preferences. Naturally TV came out top, but digging a little deeper we discovered a love for gaming, comics (2% list their location as ‘Gotham’!), alternative music, and the news.

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CONTENT STRATEGY

Armed with this data, we identified four of the most resonant themes for our bot to tap into: music, characters, news and ‘The Wall’.

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El Bot topics

The bot’s decision-tree architecture introduces users to new ways of interacting with Messenger, encouraging them to explore the full breadth of features via quick-responses and button prompts, without barring free-text input. 

In this way, fans are rewarded for delving deeper, discovering a wide range of rich content including embedded podcasts, Spotify playlists, video links and jokes. 

Rather than forcing fans to answer tedious questions to find what they want, we introduced an innovative take on the platform where El Bot ditches text responses in favour of an ever-growing catalogue of GIFs spelling out answers in Christmas lights, as if spoken from the the show’s alternative ‘Upside Down’ universe.

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El Bot mock-up

Artificial Intelligence 

By routing through a custom RunKit API, we linked Chatfuel and Google’s Dialogflow to improve the bots’ natural language processing capabilities.

El Bot AI flow

This means that by monitoring fans’ interactions, El Bot quickly matches recurring inputs and phrases with the ‘intent’ behind them. In turn, predefined ’entities’ ranging from the character names and actors to the show’s directors and composers enable the bot to deliver relevant responses rather than error messages, understanding the context of each input to provide a coherent, linear discussion.

Results 

In just six weeks, El Bot chatted with Stranger Things fans from all around the world, as well as achieving excellent broadcast message open rates and user retention. 

El Bot results

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Using AI to chat with a parallel universe

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El Bot

We work on complex digital problems that are mission critical to our clients and their customers. We deliver multilingual responsive websites, apps, portals, e-commerce sites and conversational interfaces. If it's digital, we can design and build it.

Digital products we deliver

Application

Infrastructure

We're tech agnostic and always propose the right technology over any own in-house capability. We have a large in-house technical team but can also scale up quickly through our offshore partner network.  
 
We’re experienced at delivering using a variety of CMS systems (Sitecore, Contentful, Content stack, Episerver, Wordpress, Umbraco, Drupal and Django. 

We were early advocates of React, PWAs and Node and are always on the lookout for new technologies to deliver value to our clients early. 

Tech we use

We work in collaborative teams and place users at the heart of our process. All our projects start by interviewing customers to understand their needs and reframing their problems in a human-centric way.  
 
We brainstorm and sketch multiple solutions before building prototypes and testing them with users. We use the insight gained from testing to better understand the user's context and deliver design solutions that are quick, easy and enjoyable to use. 
 
We’re flexible in how we run projects. Our delivery method can either be 100% agile or we can help you define scope upfront if you prefer working to a fixed cost. 

Our approach

Create a vision for a future digital solution/product

Prototype and test a new product idea

Inherit and enhance an existing system

Get an MVP to market in 90 days

Create a design system or pattern library

Aggregate legacy systems

We can work independently or as an extension of your internal team, whatever stage of your digital journey, we have a service to meet your need.

Some of the ways we can get started

Whatever your challenge, we would love to talk to you about it.

Tangent is home to an 80-strong team of strategists, designers, engineers and data specialists located in London and Newcastle. Whatever your challenge, we would love to talk to you about it.

Why not say hello

What really is an MVP? (Clue: It's not a scaled-down Version 1)

Questions to ask before a global website launch? Part 2: Technical strategy

Voices of Search podcast with Steve Clark

We help future focused companies transform their existing digital products or launch brand new ones. We work in partnership to deliver customer-centric solutions, push technology boundaries and deliver value at speed through agility.

Digital product design and engineering