Summary

This project delivered additional functionality and engaging ways of enticing potential new users of Banjo Robinson, a subscription-based pen pal service for children between the ages of 5 to 8.

Brief The primary objective of this project was to engage people that are brand new to the site:

• What is Banjo Robinson and why is it interesting?

• How will the website engage parents, whilst attempting to capture their email address, their child’s information and writing the Post-Script (PS Message) in the process?

• Increase website conversion rate (currently stands at 1.5%).

My role Working as part of a four person team, my role was to lead the design for the project. I followed the British Design Council’s Double Diamond process with its four phases: Discover, Define, Develop, Deliver.​ Key deliverables A number of deliverables were required for the project, including:

• Competitive analysis, User research, Affinity Map, Design studio

• User Persona, User Journey, Experience Map, Flow, Problem Statement

• Prototypes - low, mid and high fidelity

• Outcomes and presentation to the client

Tools

• Figma, Google Forms, Google Slides, Marvel, Photoshop
  

Results As part of our solution we successfully delivered five functions (either new or enhanced) to achieve the brief:

• How the product works

• Basket and checkout

• Personalisation (Cat Chat/Quiz)

• PS Messaging

• PS Reminders

​ Next Steps In addition to the deliver of the five functions, we also developed future functions for the client to consider:

• ​Point-based system for PS message

• Quick Personalisation Form

• Delivery Progress

Results & Client Debrief It was fantastic to learn that they were extremely happy with our solutions and may consider taking the Personalisation quiz into the live website in a future release.

Beyond By keeping in touch with the Banjo Robinson team, I've come to learn that the product was a finalist in the 2019 Web Summit in Lisbon! I am really happy for them and proud to have worked with them on the solution.

Personal Learnings

​ There were also a number of personal learnings I took away from this project. ​ I believe in delivering at a high standard and wanted to make this a team-wide goal. From the beginning, I used my past experiences to positively influence the team in the ways that we should work and the tools that we should use to help us achieve our goals as a team and what we need to deliver for the client. My overall ability to impact every stage of the double-diamond was appreciated, as per the feedback received from my teammates. Being process-driven and always linking back to the client problem was a key benefit to the team. My proudest moments included setting the foundations by creating the paper and mid-fidelity prototypes, which is what the final delivery was based on but with the client branding laid over the top. I am really happy to have included elements of my personality in the solutions, including puns like ‘paw-gress bar' for the progress bar and assuming the role of Banjo himself for the Cat Chat/Quiz. ​ From the get-go, this project was an exciting endeavour to be a part of. This was down to the client, the brief and the team that I was going to be working with.