WEBSITE - CRM

Improving the customer experience

Helping young professionals
to find courses

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AGENCY
Moove Agency
CLIENT
BGI Genomics
SECTOR
Biotechnology
YEAR
2017

BGI Genomics provides researchers and healthcare professionals with quality genomic data and genetic testing solutions, at rapid turnaround times with industry-leading pricing.

PROBLEM

During the discovery phase and UX research, we identified the main problems that became the key areas of focus.

The client had three distinct corporate websites for each geographic region. The sites presented different information architecture, pages layout and visual design even though the sites had the same target audience. All resulting in a confused user experience.

They were also looking to replace the old process to manage the customers' projects (happening via emails with endless communications) with a more smooth workflow.

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PROJECT GOALS

We agree on the main project goals as follows 

  1. Streamline the customer ordering flow on the website to improve the user experience and to increase customer engagement (request a quote - registrations to myBGI - newsletter signup)
  2. Bridge the gap between customers and account managers creating the myBGI app to fulfil user needs — starting from the ground up
  3. Elevate the online presence to reflect their global renowned reputation through a new visual design identity
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WEBSITE - DESIGN DECISIONS

I combined three websites into a single web presence, re-structured the IA with a primary goal of new customers acquisition but without losing the need to deliver specific content to a different regional audience.

I proposed a progressive disclosure during the request a quote form and the registration form to myBGI application to lower the chances that users will feel overwhelmed.

I created a new visual design direction to elevate brand awareness and UI style guide to keep consistency for all online digital products.

MYBGI APP

I designed the myBGI web application. It is a CRM system used by both customers and account managers to manage projects.

The aim was to build an intuitive system to replace the old procedure to manage projects via email and phone calls. The myBGI app reduces time and cost for the business and improves the customers' satisfaction.

Through the app, the customers can access project documentation and receive ongoing updates regarding the status of the project, as well as get the final project status report. myBGI also allows customers to access to all sample quality, preparation and shipment guidelines.

Having only one app and a dedicated account manager for the customer will streamline the workflow and fulfil the user needs.

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CLIENT TESTIMONIAL

We contracted Moove Agency for development and launch of our new corporate website. Roberto led the graphic design and UX development for the website. Roberto was highly professional, responsive and patient throughout the entire development and launch process. The results of his work speak for themselves, with our online customer engagement rate up over 30% and climbing. I would highly recommend Roberto to any future employer or customer, without hesitation.

Roberto is a design expert who is able to turn a specification into a visually appealing, user-friendly website. I commissioned Roberto as part of Moove Agency to design a corporate website which was intended to be the best in its sector. A team worker by nature, Roberto worked tirelessly with a small number of developers to produce exactly what was required.

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MATTHEW POULTER
Senior Global Marketing Manager at BGI Genomics

The rest of this case study is password protected.
If you would like to know more about the UX and UI process,
please send me an email at info@robertomarzocchetti.com

The rest of this case study is password protected. If you would like to know more about the UX and UI process, please send me an email at info@robertomarzocchetti.com