presented by Rob Manning

1. Module 12: Planning and managing website development Rob Manning MIDM DipIDM Group Account Director [email_address] Jacob Bailey

3. The user-centred design web process and project plan Audience profiling Website specification Navigation Customer journey mapping Competitor research Agency brief Wireframe development Test site creation User Acceptance Testing DDA Compliancy Usability Server load testing Full Creative design Final UAT Live environment Launch Planning Design Testing Delivery

4. Wire Frames – testing and implementing web site designs

5. Wire Frames – testing and implementing web site designs

8. Where does testing fit? Insights Clickstream Multiple Outcomes Analysis Experiment and Testing Voice of customer Competitor Intelligence

10. Planning and briefing web projects – Selecting/briefing external partners

12. XML feeds

13. AJAX

14. RSS feeds

15. Rich media

17. Selecting content management systems (CMS) and commerce systems

18. Selecting content management systems (CMS) and commerce systems

19. Information architecture - planning customer journeys

20. Information architecture - planning customer journeys

28. ICI Dulux – World of Colour

34. Microsite content Microsite landing page Paint my room online Decorate my colour space Inspire me! What tools do I need to get decorating? Talk to like minded people Where can I buy the products? I want to be on the VIP list Who’s who… The scientific bit

36. Information architecture Landing page Paint my room online NGMP Inspire me! Customise my colour space Where can I buy product? The scientific bit Who’s who I want to be on the VIP list Tools for the job Standard room visualisation Personalised room visualisation Upload a digital image

43. Good examples www.topshop.com www.BMW.com www.boots.com/expert www.designmyroom.com

47. Good examples www.ikea.co.uk www.boots.com/advantagecard www.tesco.com/clubcard

49. Good examples www.habitat.co.uk www.oli.co.uk www.ikea.co.uk

52. Good examples www.topshop.com www.katemosstopshop.com webdesignerwall

56. BT Intelligent Solutions

57. 16 Cell Matrix Principle Venture Capital Commerce With BT OnePlan With BT on Another Plan Existing VA customer With the competition S1 S2 S3 S4 S5 S6 S7 S8 S9 S10 S11 S12 S13 S14 S15 S16

58. User Journeys IS Webpages, Landing page, buttons and appropriate text Ver 2.0 Customer Segment Segment One: For customer on BT OnePlan Segment Two: For customer on some other BT tariff Segment Three: For customers with other suppliers (with the COMPETITION) Segment Four: For customers who don't know or just want access to VA services First Page/Landing page 1. I am a BT Business OnePlan customer 2. I am NOT a BT Business OnePlan customer but use BT services 3. I'm interested in becoming a BT Customer (i.e. convince me!!!) 4. Our services Secondary page 1a. I have JUST signed a BT Business OnePlan contract 1b. I am on existing BT OnePlan contract Path 1 For marketing to a sub-segment of a 'risk' group Not applicable 4a. I am existing Value Add User 4b. Not sure what Value Add user and what this site about? Path 1a Path 1b Path 2a Path 2b (hidden) Path 3 Path 4a Path 4b Text/information on the webpage Congratulate them for signing the BT OnePlan and get them engaged on VA journey Determine whether they have any VA products, if not get them going with BT OneBill, BTBA, etc Get them going onto the VA story Hidden/landing page. Remind them of the benefits being with BT Page (text); Share with them the 'Why BT Story' plus Value Add Story (combined) Welcome back to VA. Help them work out what they have and promote the next one Promote the benefits of VA to their business Our Objectives Take BT One Bill and BTBA Work out what they have in terms of VA and promote the next one Take BT One Bill and BTBA Take the BT Business OnePlan challenge (defence) Take the BT Business OnePlan challenge (acquisition) Take the next stage of the VA journey Register for BT OnePlan, sign up BTBA, etc RAG Profile Yes Yes No Yes Yes, if passed No No Desktop Profile Manager Yes Yes

59. Web Design

60. Build on for communications PART A GETTING THEM GOING ON THE SITE Segment 1a Just signed up to BT OnePlan by a sales specialist Steps Current state Next stage Action Promotion How Time/Duration Delay Frequency Eshot no: Variants 1a.1 May or may not be enthusiastic about going to the website Capture registration Get regular feed of new customers and encourage to visit & register Get all your BTOP components Either via SG/IS platform As soon as customer signs contract 1 week 3x 1 2 1a.2 Visited site but did not register Entice them to register Get regular feed of new customers and encourage to visit & register Get all your BTOP components Either via SG/IS platform 1 week 3x 2 2 1a.3 Registered on the site but did not complete the full details Encourage full registration Get people to complete registration Get protected online BTIS 2 days 3x 3 2 1a.4 Registration fully completed but did not request any of the VA products At the minimum get them to request BTOB and BTBA Get people to activate and download their VA products Get all your BTOP components BTIS 2 days 3x 4 2 Segment 1b Existing BTB OnePlan customer Steps Current state Next stage Action Promotion How Time/Duration Delay Frequency Eshot no: Variants 1b.1 Not aware they BTOP has got a whole heap better Get them to visit the site and register Get regular feed of new customers and encourage to visit & register Get all your BTOP components Either via SG/IS platform As soon as customer signs contract 1 week 3x 5 1 1b.2 Visited site but did not register Entice them to register Get regular feed of new customers and encourage to visit & register Get all your BTOP components Either via SG/IS platform 1 week 3x 2 2 Segment 2 I am a BT customer but not on BTOP Steps Current state Next stage Action Promotion How Time/Duration Delay Frequency Eshot no: Variants 2.1 May be at risk customer and has been promoted BTOP but has not yet signed up. Encourage them to visit the IS Website Get them to contact BT for a review on their current telephone bill to see how much could be saved by using BT VA products. Take the OnePlan Challenge Either via SG/IS platform As soon as customer signs contract 1 week 3x 5 1 Segment 3 Legacy VA user Steps Current state Next stage Action Promotion How Time/Duration Delay Frequency Eshot no: Variants 3.1 Existing VA customer - dorment Entice them to reactivate their VA products Get them to visit the BTIS site and register to get up to date on their products plus Register online to gain a level of protection through your personalised status screen. VA Registration Process on BTBIS 1 week 3x 3 1 3.2 Existing VA customer - Active but not on OnePlan Encorage them to go online and register through the VA registration process Get them to register so they can benefit from our personalised status screen and desktop updater. Register online to gain a level of protection through your personalised status screen / Desktop updater. BTBIS 2 days 3x 3 2 Segment 4 I am not a BT customer Steps Current state Next stage Action Promotion How Time/Duration Delay Frequency Eshot no: Variants 3.1 Not with BT Encourage them to visit the IS Website Get them to contact BT for a review on their current telephone bill to see how much could be saved by using BT VA products. Take the OnePlan Challenge BTIS N/A N/A x2

61. Ignition NBS

62. Specification

63. User Journeys

64. Wire Frames

65. Web Design

66. Ignition NBS