Xerox

The Challenge

Xerox reached out for help to improve their primary website xerox.com. Like all large organisations, the site faced the challenge of fragmented design systems. They needed to improve consistency and usability across their extensive online ecosystem, digital channels and partner resellers. They also had an issue with high customer bounce rates.

The Solution

The component-level design system required a comprehensive review of existing components in use across the Xerox digital design ecosystem. From this review, a series of concepts were developed, prototyped, and user tested. This required a flexible system of content blocks and a design system that would allow content creators to build editorial, promotional and content listing pages. Additionally, this project involved proposing navigational and filtering systems reflecting Xerox’s thinking about content categories they wish to ‘own’ such as Artificial Intelligence, Future of Work, and Digital Transformation. I undertook a comprehensive mapping of traditional sales transactions, highlighting pain-points, and identifying where the process could be improved. This resulted in a process front-loaded with information; powerful filtering and sorting tools to help customers easily find the goods and services they were looking for. 

The bounce rate went from an average of 55% down to less than 16%

Roles

Product Designer UI/UX and Art Director

Activities & Deliverables

Competitor Analysis, Customer Research, User Journey Mapping, Experience Design, Wireframes/Prototypes, Branding, UI Visual Design and Design System, User Testing.