LexisNexis does more than legal search and research. Over the past decade they have grown their offering through innovation and acquisition to offer solutions in the legal, government, education, healthcare and financial services sectors. A big challenge when offering such a diverse range of products and services is engaging with users in a way that makes sense to them. The crux of this project was in designing a global website template system that would scale effectively for countries and markets with diverse ranges of product offerings, and engage with users in a voice that spoke to them and their needs
As is usually the case with a large global engagement, there are many stakeholders with different needs and pain points. In this case, those stakeholders spanned multiple internal divisions as well as global regions. In order to go to market with a successful solution we needed to achieve internal alignment.
We began with a discovery period that lasted 3 months. During this time we conducted alignment and requirements gathering workshops and user interviews in Hong Kong, Toronto, London, Amsterdam and Brussels. We engaged each group in a way that allowed us to find common ground and arrive at a consensus as to the breadth and depth of our proposed solution.
Building off insights learned in discovery, we re-mapped each of their products not by business division, as they have previously done, but by user-task. This allowed us to present products to a broad range of user types in markets with varying levels of maturity while leveraging common copy assets. In the end we found that by getting the user to self select by task, business sector and practice area, it allowed us to present a sensible amount of relevant products to the user each time, in a language they understood and at a pace that drew the user into the LexisNexis brand.
The global web redesign is currently being rolled out in the U.K. Other markets to follow soon.