To establish a strong foundation for the project, we began with a series of workshops and interviews involving key internal stakeholders and customers. These sessions were designed to align all parties on the strategic direction of the work and to surface critical insights that would inform both design and delivery.

Through these workshops, we focused on identifying the overarching goals for this phase of the programme, as well as defining the full product roadmap. We explored the different sales channels through which LRQA’s products and services are offered, identified the core user groups the platform needs to support, and clarified how users would access the platform, whether via web, mobile app, or other channels.

We also examined how a single platform launchpad could effectively surface opportunities for both product and service purchases, and identified the range of payment methods that would need to be supported to meet business and user needs.

This discovery phase was essential in creating a shared understanding across the entire team. Once completed, it enabled us to move forward collaboratively and confidently, proposing and refining solutions for each individual service within the platform.

Building on the insights gathered during discovery, we undertook a series of design and UX activities to shape the platform and its services in detail, defining the information architecture, and mapping out the overall user experience. 

We identified key user journeys and created detailed user flow diagrams to ensure that navigation, interactions, and purchase paths were clear and intuitive. A central design library was created to house brand elements and reusable components, ensuring that design patterns could be applied consistently across multiple services and maintained over time by their in house teams.

The user interface was then defined in detail, and interactive prototypes were produced to support user testing. These prototypes allowed us to validate assumptions, gather feedback, and iterate on designs before moving into implementation. User testing and feedback played a crucial role in refining the experience and ensuring that the platform met both user and business objectives.

Together, we delivered the platform launchpad and defined and created a suite of templates and components that could be used as a foundation for all of their products.  With this in place, LRQA were able to move the remaining development in-house, using the assets provided and the experience and understanding they had gained throughout the course of the project to add new digital products into the the platform based on the best practice principles provided.

We also developed a clear, shared understanding of what 'digital sell' means for the business. We identified the majority of products and services that would be impacted by digital selling, as well as, at a high level, the types of users that these offerings are intended to serve.  In parallel, we identified the primary sales channels to be supported, including product subscriptions and payment-per-service models.

Finally, we outlined the different 'digital sell' methods that would be incorporated into the platform. These included the ability to promote and sell additional services related to the same product, offer complementary or related product services, and surface opportunities for offline services where appropriate.

Together, all these outcomes ensure that LRQA have the capability to create new digital opportunities while ensuring that digital selling is embedded into the platform in a considered, scalable way, supporting both immediate business goals and long-term growth.