NPS in Action
IBM had recently undergone a rebrand, and introduced a thorough design language for the first time. As part of this, I began auditing my teams work and identifying projects that needed a design refresh. One of which was NPS in Action, an effort to raise awareness of NPS among sellers as a tool for gathering client feedback.
Pain points
Though still being used by sellers, the original site sat untouched for a few years. Aside from being way off brand, it’s not particularly well organized and is visually distracting. Below are pain points identified in reviewing the original site.
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The layout on the original site was distracting and lacked cohesiveness. Everything on the page was center aligned, and none of the content spanned the full width of the page. Type styles were not applied consistently, it lacked visual interest beyond the occasional stock photo and, in general, the design was not consistent with IBM brand guidelines.
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The original site was difficult to navigate. Because it was one long page, it required a lot of scrolling up and down–making it easy to loose your place. There was no navigation bar, and if you wanted to start over you had to reload the page.
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IBM sellers are generally a hard audience to reach, and it can be difficult to convince them to use a new tool. They’re on the road a lot and in client meetings, so I had to be diligent in how I worked with them and respect of their time. When working on the redesign, I wanted to refocus my attention on their core needs by adding features like status bars, etc...
The process
The solution
Since the focus should be on the content and making the site easy to navigate, I wanted to keep the other visuals simple. As you move through the site, there’s a separate page for each question–making it easier to keep track of where you are and navigate back.
There’s also a tracking bar at the top, and an arrow in the top left corner to go back and change your answer. As you answer certain questions, you’re given status updates and tips and tricks. Once you reach the end, you’re presented with guidance on how to apply what you’ve learned.
