Case Studies: Success Stories in UX/UIand Accessibility

See how Cotedesigns transforms digital experiences through tailored UX design and accessibility solutions for enhanced user engagement and satisfaction.

Case Study 1: - Digital Transformation for the Royal College of Occupational Therapists (RCOT)

Client Overview

The Royal College of Occupational Therapists (RCOT) is a professional body for occupational therapists in the UK. RCOT wanted to undergo a digital transformation to modernize its member-facing portal, improving user engagement and aligning the platform with their mission to support health professionals.

Challenges

  • Outdated User Interface: RCOT's member portal was difficult to navigate, particularly for users accessing the site on mobile devices. The platform’s design had not been updated in several years.
  • Low User Engagement: Many members reported difficulty finding key information and resources, leading to low levels of engagement and frequent support requests.
  • Fragmented User Journeys: Different member groups (students, practicing therapists, and researchers) had distinct needs, but the platform did not tailor the user experience to meet these differences.

Approach

  • User Research and Personas: Conducted in-depth user research through interviews and surveys with RCOT members. We created detailed user personas for each member group (students, practitioners, and researchers), identifying pain points and specific needs for each segment.
  • UX Workshop and Journey Mapping: Led a series of UX workshops with RCOT’s internal team to map out the user journeys for each member group. We focused on creating seamless experiences, from logging in to accessing critical resources like research papers, training modules, and job listings.
  • Mobile-First Design: Given the increased use of mobile devices, I created a mobile-first redesign in Figma that prioritized responsive design principles. The new design ensured that the portal was optimized for all screen sizes.
  • Iterative Development and Testing: Worked closely with RCOT’s development team to implement the design changes using ReactJS and Vue.js. We adopted an Agile methodology, iterating the design based on user testing sessions conducted with a sample of RCOT members.

Results

  • Enhanced User Engagement: Post-launch data revealed a 35% increase in member engagement, with more frequent logins and longer session durations, particularly among mobile users.
  • Streamlined Resource Access: The new design made it easier for members to find and access key resources, reducing support requests by 20%. The portal’s search functionality was also improved, speeding up access to critical documents and training modules.
  • Improved Mobile Experience: Mobile traffic increased by 40% following the mobile-first redesign, demonstrating the effectiveness of optimizing for different device types.
  • Positive Feedback from Members: Surveys revealed an overwhelmingly positive response to the new design, with 90% of users reporting that the platform was now easier to use.

Key Takeaways

The RCOT digital transformation project highlighted the value of user-centric design and understanding the specific needs of different user groups. By focusing on responsive design and mobile accessibility, we were able to significantly improve member engagement and satisfaction.

Case Study 2: - Enhancing the User Experience for Just Group's Pension Services Platform

Client Overview

Just Group (Just Destination Retirement - DR and just Defined benefits - DB) is a UK-based financial services company that focuses on providing retirement income products and services. They approached COTEDESIGNS seeking to improve the usability and overall user experience of their pension services platform. The platform was critical for their customers to manage their pensions, yet it suffered from low engagement, complex navigation, and accessibility issues, especially for older users who make up the majority of their customer base. DR is a service is designed to provide comprehensive retirement planning advice and support. DB is a service that focuses on managing defined benefit pension schemes.

Challenges

  • Complex Navigation: The existing platform had a confusing navigation structure that made it difficult for users to access key features such as pension management, fund tracking, and retirement calculators.
  • Low Engagement: Many users found the platform overwhelming, resulting in low engagement rates and high bounce rates, especially on key pages.
  • Accessibility Issues: With a significant percentage of the user base being retirees, the platform lacked sufficient accessibility features for users with visual impairments, making it difficult for them to interact with the service.

Approach

  • User Research with Target Demographic: To fully understand the needs of the platform’s primary users—older adults and retirees—we conducted in-depth interviews and surveys with Just Group’s existing customers. This allowed us to gather insights into common pain points, such as confusing terminology and difficult navigation.
  • Empathy Mapping and Persona Creation: Using the research findings, we developed detailed empathy maps and personas that represented the platform’s typical users. These personas helped guide the redesign by focusing on the specific needs and limitations of older users, such as large fonts, clear buttons, and simplified interfaces
  • Simplified Navigation and User Flow: Based on user feedback, I redesigned the platform’s navigation and user flow to make it more intuitive and accessible. We eliminated unnecessary steps in key processes such as checking pension balances or adjusting retirement plans.
  • Accessibility Overhaul: Led an extensive accessibility testing phase using tools like AXE and screen readers to identify and resolve issues related to font sizes, contrast ratios, and keyboard navigation. We introduced large, easy-to-read fonts, improved contrast ratios, and ensured the platform met WCAG 2.1 standards.
  • Prototyping and Testing: Developed low-fidelity wireframes and high-fidelity prototypes using Figma and conducted multiple rounds of user testing with Just Group’s customers. This ensured the new design met the expectations and needs of the primary users.

Results

  • Increased User Engagement: Post-launch data indicated a 40% increase in user engagement, with more users frequently logging in and utilizing the platform’s key features.
  • Improved Accessibility: The platform achieved WCAG 2.1 AA compliance, and user feedback showed a 25% increase in satisfaction among older users who reported that the platform was now easier to use.
  • Simplified Navigation and User Flow: Based on user feedback, I redesigned the platform’s navigation and user flow to make it more intuitive and accessible. We eliminated unnecessary steps in key processes such as checking pension balances or adjusting retirement plans.
  • Reduced Support Requests: There was a 30% decrease in customer support requests, as users were able to navigate the platform more effectively without assistance.
  • Faster Task Completiong: By streamlining the user flow and reducing complexity, the average time taken to complete important tasks, such as checking pension status, was reduced by 20%, improving overall user experience.

Key Takeaways

The project for Just Group emphasized the importance of understanding the specific needs of older users and ensuring that financial services platforms are both intuitive and accessible. By focusing on user-centered design, simplifying navigation, and prioritizing accessibility, we were able to create a platform that significantly improved user satisfaction and engagement while maintaining compliance with regulatory standards.

Testimonials

Sham S.

Cotedesigns delivered a detailed UX and accessibility audit that helped us improve our website’s usability and compliance. Their insights were invaluable, leading to a much better user experience overall.

Ignacio J.

Working with Cotedesigns was a game-changer. Their UX and accessibility audit pinpointed crucial improvements, and their recommendations were spot-on. Our website is now more accessible and user-friendly, boosting engagement significantly.

Attiq S.

Cotedesigns exceeded our expectations with their UX and accessibility audit. Their expert guidance helped us enhance both functionality and inclusivity on our website, leading to better user satisfaction and increased conversions.

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