Reimagineing how to engage
with customers
About
Thomson Reuters is a multinational media conglomerate, making it one of the world’s leading sources of news and information for professional markets in three industries: Legal, Tax and Accounting, and News & Media.
We collaborated with Thomson Reuters on their process of reimagining the customer experience as part of a larger initiative to create a more integrated, simple, and agile organization.
Challenge
The goal was to help Thomson Reuters redesign the web experience to meet the needs of their wide range of customer types, products & services and develop the initial in-market release in partnership with TR team members from marketing, development, UX & UI design, technology, and business segment teams.
Approach
Through a comprehensive analysis of existing data, UX analytics, A/B testings, and audits of Thomson Reuters' content and components library, we developed a clear vision to enhance the user experience. Collaborative sprints and co-creation sessions ensured alignment with business objectives.
Over ten weeks, we conducted various research activities, including stakeholder interviews and user sessions, to gain insights from multiple perspectives. By reviewing workflows, testing hypotheses, and auditing content libraries, we established a cohesive approach.
Close collaboration between design, engineering, and TR teams facilitated a deep understanding of product and user needs. Our iterative process, conducted in two-week sprints, ensured that the proposed solutions met business requirements.
We began with experience design explorations, progressed to detailed visual design, and concluded with component development for the design system, pursuing a holistic approach to enhancing the digital experience. Thomson Reuters aimed to transform its website into an intuitive yet innovative platform, showcasing how TR products and services align with customer goals and enable online transactions.
Our focus was on revitalizing key pages, including the homepage, product overviews, features, and brand sections, for the main product families. Collaborating with Thomson Reuters, we established a foundational Design system, bridging the gap between teams and ensuring a consistent experience for customers.
Outcome
Templates built with versatile modules are the cornerstone for dynamic storytelling and effective information delivery. This modular approach facilitated seamless content adaptation across over 50 marketing pages, encompassing everything from product overviews to brand showcases while maintaining a delicate balance between lead qualification and e-commerce functionality. Empowered by a dynamic template system, authors could construct customized sites, aided by centralized documentation on Zeroheight, ensuring convenient access to content and design guidelines.
“It truly takes a village to launch a new homepage, so I'd like to express my gratitude to everyone who helped make this first release possible.”
SR. DIRECTOR, FIND AND LEARN & GTM EXPERIENCE PLATFORMS
Thomson Reuters
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