UX & service design
By facilitating users and subject matter experts through participatory design activities we help to co-create a product or service that will be truly user-centred while addressing business needs.
Making sure your site is navigable requires organising the content structure through categorisation. Using your primary user’s viewpoints to shape the labelling & ordering is then validated through testing.
Like an architect’s blueprint for a house, wireframes depict the structure of a website or app minus the decorative bits. These can be static or interactive and are ideal for early stage concept testing or guiding your development team during production.
Customer experience mapping
Communicating how a user’s relationship with your business is experienced through a customer journey map provides a high level visual narrative set over time and across channels (online and offline).
"Peak understood our requirements and adapted all solutions to fit in with our culture and business needs. The team was professional and ensured that all designs were what we required…"
Melissa Iliadis - Australian Catholic University
The best way to understand the limitations of a concept is to simulate the characteristics of the intended digital product or real world service. Prototypes are the best device for inexpensively learning what works (and what doesn’t).
Being able to see with clarity how the customer interactions and the back-end operational processes affect your business holistically is achieved through blueprinting.
Within a mobile friendly website or complex application the use of intended motion and state changes can enhance the user experience. Depicting or documenting these interactive elements help guide your development team during production.
Our visual designers work within your brand guidelines to deliver a superior creative direction with both design files and a style guide created for your developers as outputs.
TERN data discovery portal
The Terrestrial Ecosystem Research Network (TERN) Data Delivery portal provides researchers with access to scientific data from multiple facilities and databases across Australia.
TERN were about to launch their data discovery portal and wanted to make sure it was addressing the needs of its users. They wanted to understand what users wanted or needed from a scientific data research portal, and how the data would be used and accessed. They also needed a final prototype that was visually appealing and designed to meet the users needs.
What we did
- User interviews to understand data needs, motivators, environment and existing issues experienced by academic and scientific users
- Collaborative design workshops with academic and research staff, Government stakeholders and members from the scientific research community
- One-on-one usability testing with representative users
- Wireframe design, final quality visual design and front end development of design in CSS and HTML5
A sophisticated search tool was developed from the user requirements and subsequent interaction design that followed. Users have open access to Australia's terrestrial ecosystem datasets searchable in a highly visual manner with controls so granular even non data scientists might drool. The ability to compile a favourites list and keep track of recent searches using local caching meant no annoying profile setups were required to enjoy a very personalised experience.
Griffith University student portal
Griffith University had a clear vision for their new student portal to empower students to explore, connect and succeed. Their previous portal had low satisfaction ratings and required students to navigate to multiple systems. Key university services were underutilised because students weren’t aware of them. Griffith Uni wanted to create a contemporary student portal that was easy to use, personalised and would help students to where they need to be.
What we did
- User research & requirements: focus groups and student survey
- IA design & testing: remote card sorting with students and collaborative IA design
- Co-design sessions with students and university stakeholders to balance student and university business needs
- Usability testing: early testing of the IA and wireframes and final usability testing of the portal prior to launch
Working with our partner, Squiz, and Griffith University, a highly personalised MyGriffith student portal was launched that provides an engaging student experience on desktop, tablets and mobile. The portal is heavily integrated with around 20 different systems and presents the information students want to see all in one portal. Student feedback has been extremely positive since it was launched and the portal has been nominated for an AIMIA AMY Award.
QTAC case study
The Queensland Tertiary Admissions Centre’s (QTAC) role is to coordinate and facilitate the tertiary selection process in Queensland. QTAC processes applications and makes offers for courses on behalf of participating institutions. The majority of this application process is conducted online. Redesigning their website with a focus on the online application process accompanied a digital strategy being developed.
What we did
- Requirements elicitation: including user flow, key business processes and known issues with the current site
- Interaction design & wireframe development: built in response to the business needs of QTAC and our expert designer’s experience
- Usability testing: ‘guerrilla’ usability testing of wireframe prototypes with representative users allowing for iterations in response to testing
- Visual design & front end development: applied ‘look and feel’/visual design to the wireframes and front-end web development
Working in conjunction with the QTAC, we delivered a new user focussed website that answered common questions of prospective applicants and parents. The new site guides applicants through the daunting process of finding and applying for higher education courses. The new streamlined and user friendly online application process is much more intuitive.
Online self service has increased significantly as applicants are answering their own questions via the website and social media channels.
The number of inbound phone calls has dropped significantly, especially during peak times.