About UXB London
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UXB London is a user experience and service design consultancy. We solve business problems and generate new customer propositions through UX strategy, research and service design. Our user-centred methods deliver better customer experience and pave the way for digital transformation.
We have many years of experience with large and small enterprise and a considerable track record in many sectors sector.
Some of the organisations we have worked with include:
BUPA, PepsiCo, The Arts Council, Willmott Dixon construction, TFL, Royal Academy of Arts, Tate, British Film Institute, Cranfield School of Management, Goldsmiths University, Royal Trinity House, Notting Hill Housing, Crossrail, The Carbon Trust
When to hire us:
Recognising that your business has an issue is the first step to improving it.
Every business faces constant demands to innovate. Whether that is from customers that adopt new tech at great speed, or from staff that are drowning in legacy systems.
While each client challenge is unique, the scale of the solution often falls within in three categories.
Your content is good but your CMS is horrible to use. Your website doesn't work on mobile and offers a poor user experience.
To ensure your content doesn't go stale you need a content management tool that you actually enjoy using.
Your customers needs and expectations are ahead of your ability to meet them. You need user research and insight to inform your digital business strategy.
Your business has committed to digital transformation. You want to rapidly explore new product and service propositions and develop those that will deliver your business goals.
We are active in different sectors
- Our web design services include: Responsive design Front end development Content management Iterative and agile optimisation Ongoing support and hosting We think of ourselves as being ‘technology agnostic’ and stay abreast of all the latest developments. This means we can help you select the best solution for your business needs – and how to make good use of it from the start of a digital project, to completion and beyond. We do this through: In-house development System integration and hosting management A special interest in user experience Placing emphasis on good and robust accessibility practice Being active in the web standards community A commitment to open-source solutions
A few metrics about the agency
Check the latest works made for our clients
User-centered focus makes for high performing siteJuly 2016July 2016
User-centered focus makes for high performing site
Our 'mobile first', user centred design process helped to uncover the content and functionality that parents and staff valued most. The result is an elegant site, optimised for mobile, that is useful for parents, easy for staff to update, and even attracting new customers.
The staff at St Chris were frustrated by their website, which was no longer fit for purpose. Updating their content was tortuous. Adding new pages required help from the developers. And parents stopped using it because they got confused by the navigation.Highlights
Project costs were met by diverting budget from under performing above the line ad spend.
Richard Palmer, Head.Results
The new St Chris website is delivering value on many fronts. Parents and staff have spontaneously praised how easy it is to use. For the first time the school now receives enquiries through the site and visitors are also subscribing to receive school content. Compared to the previous year:Site visits up 15% Pages viewed per visit up 47% Bounce rate down 38%
Data sharing best practice for The Audience AgencyJuly 2016July 2016
Data sharing best practice for The Audience Agency
Designed and delivered in record time, this site helps arts and cultural organisations understand the legal requirements for data sharing.
This information based website helps arts organisations understand the data protection requirements of sharing customer data with other organisation.
We designed the new website to be easy to navigate and mobile friendly it provides information, advice and examples to help organisation share data responsibly.
It was created for The Audience Agency and Arts Council England.
Estimated time: 2 weeks
Estimated budget: £10k
Working with PepsiCo globallyJuly 2016July 2016
Working with PepsiCo globally
Designing Websites for PepsiCo
Designing, maintaining and managing digital services in the UK, EU countries, Turkey and Australia.
UXB have been working with PepsiCo in the UK, across Europe and Australia since 2005.
Working with the PepsiCo UK
Our work in the UK has included:
First website for PepsiCo UK 11 years to date evolving and keeping the UK website relevant Creative direction and brand management both online and offline Digital marketing and e communications services Content marketing and copywriting services Ongoing digital consultancy and digital brand management Art direction and creation of photographic assets and infographics Direction and production of marketing video
In Europe and Australia we have:
Provided consultation on a proposed rollout of websites across all European territories Implemented the rollout with 15 European countries, creating new websites and providing content and project management services to facilitate this process Created a new website for Australia and New Zealand and provided update and management services for 4 years Created content managed websites using our CMS for PepsiCo Belgium and PepsiCo Netherlands The Pepsico belgium website is a dual language and content managed Worked closely with the Belgium and Holland teams for 4 years to keep the websites relevant and suitable for their needs Continued to provide consultation services, support and advice on digital in all territories
Experience design and digital strategy for one ofJuly 2016July 2016
Experience design and digital strategy for one of
We recently launched the new website for Willmott Dixon. It's a bold, responsive design that's a huge step forward in usability, UX design and brand positioning for this UK success story.
Willmott Dixon has been a family business since 1852. Their reputation in the UK construction sector, and in the wider business community is the envy of many. Their work reaches far and wide into society – from schools, to homes, to leisure and health facilities – 90% of the population is never more than a mile from one of their projects.Standing out in the sector and becoming a leader in digital communications
In common with a surprisingly high number of large businesses, Willmott Dixon's old website had been outpaced by the digital habits and expectations of site users. They had some great content but visitors would struggle to find it, particularly if using a mobile device. In short, their reputation was not being upheld online.
We were appointed to discover what the business needed to become online, develop a digital strategy that would catapult them ahead of their peers, and reposition the brand in the digital realm.
As with most of our work, we applied the 'double diamond' service design process. After several months of close collaboration we launched a bold new website that is unlike anything else in the UK construction sector.User centred design thinking
There is a paradox that exists in the construction sector. From architects, to engineers, product manufacturers to contractors, the construction sector revolves around usability – but seems to ignore human factors when it comes to digital communication.
For instance, during our research in the discovery phase, we found that only 7 of the Top 100 UK Construction Companies have a mobile optimised website. This, at a time when nearly 80% of adults in the UK have a smartphone (Ofcom) and 45% of active candidates have applied for a job via mobile device (LinkedIn).
Thanks to the bravery of our client Andrew Geldard, and the support of the Willmott Dixon leadership, the business recognised the opportunity that this presented and embraced the chance to aim high.The challenge
During the discovery phase it became clear that the major challenge for the business lay in the area of content. While they had some great content, sometimes buried deep inside the business, they weren't able to clearly and succinctly communicate what they did.
A business of their status and reputation has much to be proud of and deserves to be seen as an exemplar in their field. Organising content into a logical, intuitive and findable hierarchy then became key to how we enhanced their brand online.The solution
We were determined to simplify the site structure as much as possible to create quick user journeys for different site visitors. We also introduced tagging of all content types enabling users a very fluid yet easily navigable way to assemble the content they are interested in on the fly.
We have maximised the use of Willmott Dixon's extensive image library and provided a home for their hugely popular web cams that let visitors see live progress from around 20 sites.
A New Direction:July 2016July 2016
A New Direction:
Funded by the Arts Council England, A New Direction connects children, young people and education with the best of arts and culture that the city of London has to offer.
Their mission is for all children and young people in London to have a great cultural education and the freedom to lead a creative life. After having developed their brand and website in 2012, we have recently completed a redesign of the UX, IA in order to make their rapidly expanding content easier to find and navigate.
AND’s content had expanded more than was anticipated and this excess was making it hard to navigate and filter for specific interests, something we needed to address in the overhaul of the site. In addition to this, the organisation is also more focused on events than they were in the past, so the site structure and functionality needed to reflect this change.
To create an elegant response to meet their requirements we:
simplified the navigation hierarchy and made it easy to get to content
tagged content using user relevant keywords to create multiple routes to relevant pages
cleaned up the design, reducing clutter and micro-copy to simplify presentation
improved mobile and tablet views with clearer layout
enhanced brand through extended colour palette and new screen fonts
simplified brand image styles to make better use of photos and make it easier for editors to add images
Working with Pepsico globallyJuly 2016July 2016
Working with Pepsico globally
Designing, maintaining and managing digital services in the UK, EU countries, Turkey and Australia.
UXB have been working with PepsiCo in the UK, across Europe and Australia since 2005.Working with the PepsiCo UK
Our work in the UK has included:First website for PepsiCo UK 11 years to date evolving and keeping the UK website relevant Creative direction and brand management both online and offline Digital marketing and e communications services Content marketing and copywriting services Ongoing digital consultancy and digital brand management Art direction and creation of photographic assets and infographics Direction and production of marketing video
In Europe and Australia we have:Provided consultation on a proposed rollout of websites across all European territories Implemented the rollout with 15 European countries, creating new websites and providing content and project management services to facilitate this process Created a new website for Australia and New Zealand and provided update and management services for 4 years Created content managed websites using our CMS for PepsiCo Belgium and PepsiCo Netherlands The Pepsico belgium website is a dual language and content managed Worked closely with the Belgium and Holland teams for 4 years to keep the websites relevant and suitable for their needs Continued to provide consultation services, support and advice on digital in all territories
Experience Design for Trinity HouseJuly 2016July 2016
Experience Design for Trinity House
Consultancy, research and planning
With responsibility for the safety of ships and seafarers all day, every day, we think Trinty House is the most important organisation the British public have never heard of.
When we started finding out about them during the research phase of the project we were staggered by the range of things they did and intrigued by the nature of an organisation that dated back over 500 years.Ancient Mariners
Welcomed into the well-appointed rooms of Trinity House, the building, overlooking Tower Hill, we were presented with a bewildering array of services and a structure that could be traced back to the Royal Charter bestowed on Trinity House by Henry VIII in 1514.
At the same time as being steeped in history, Trinity House is a world leader in marine technology and sea-based information systems. On top of that, it's a lighthouse authority. A fraternity. A charity. An educator. An events business. A shop. And more.
Their existing web presence was doing a decent job of passing this complexity onto the user, without much reward for perserverance. Our job was to make what Trinity House does clear to anyone and to deliver their content, at times life-critical, to the right user groups.Pursuing personas
To make navigation easy rather than an effort, we set about identifying the key site users by creating personas. Developing stand-ins for site users is something we do regularly but with Trinity House, the range of our writers was wonderfully extended. From mariners at sea to event bookers and ship owners to sea cadets, we created people from the marine world whose needs the Trinity House website had to meet.
Building on the intelligence gathered through the personas we devised a navigation structure that made sense to them and did not echo the operational structure of the organisation.
We identified and labelled four main sections for the primary navigation to help bring clarity to Trinity House's digital content and to reinforce its authority.
Through the secondary navigation we designed quicker and easier customer journeys to the site areas important to Trinity House, and that analytics had showed users looked for.
The home page and top level landing pages provide key messaging and clear signposting to section content. We extended the colour palette to bring in subtle sea tones and were able to use excellent images, drawing from the extensive library of Trinity House.
The site delivers a good user experience for people in the marine industry and enables Trinity House to communicate what it does with the confidence of a world authority.
Transforming CX through service designJuly 2016July 2016
Transforming CX through service design
As The Audience Agency moved from being, primarily, a consultancy business, to a digitally focused one, the chance to think afresh was not to be missed. They asked us to take a close look at their offer and its presentation.
The Audience Agency is funded by The Arts Council to provide practical advice and insight driven tools to help venues grow their audience. They had evolved as an organisation but recognised that their products and services were confusing to potential customers.
We were empowered by our client to:
We had designed the front end of the first iteration of ‘Audience Finder’ – a powerful data analysis application that helps arts organisations understand their audiences better. And it had tested promisingly during a year long pilot using real customers.
Following the pilot, an opportunity arose to roll the product out to a wider market and develop a paid for Software as a Service model to make The Audience Agency less dependent on Arts Council funding.
The continued development of Audience Finder was the catalyst for rethinking the business as a whole. Our role was to help define what that would be.
"UXB really took the time to get under the skin of the business, discuss our needs and understand the pressures of the various stakeholders. As a result, the work is really well integrated with the culture of the organisation as well as the business model and we’re looking forward to seeing this reflected in the customer experience.”
Cimeon Ellerton – The Audience Agency
The research we carried out uncovered insights that informed strong recommendations and threw up new ideas. The Audience Agency were able to reflect on these and take a clear route forward.
Research uncovered valuable insights:
The Audience Finder product was clearly the future of the organisation
The organisation would need to restructure around this opportunity
The portfolio of products and services would need to be streamlined
A new website would need to reflect the changes made to the organisation and its offer
The Audience Finder user interface would need to be redesigned as a modern web based service.Total design rethink
Through a user-centred service design process we have reorganised The Audience Agency's product and services structure, business design and digital strategy so that their own customers and prospects understand the business better.
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