Informa Markets operates across the globe hosting world-class exhibitions in multiple sectors. A common problem for their customers and exhibitors is that setting up for an exhibition is a manual and complex process. Our challenge was to rapidly update an existing product in order to make the onboarding process more intuitive and effective.
The Customer Centre is a first of its kind for the industry as an invaluable tool for exhibitors to seamlessly onboard onto their events. As well as improving user flows, avoiding repetitive tasks and removing friction, we delivered a complete refresh of the design system that can be used to easily scale the platform in the future. The platform also creates opportunities for Informa Markets to cross and upsell additional services and products.
“Pattrn were able to quickly onboard into our product, understand our customer and business requirements and work flexibly to really enhance our customer experience. They deliver systematic, crafted, world-class design and are exactly what we needed in a design partnership.”
Due to the time constraints we had to move quickly to support the release development roadmap. We leveraged existing insights and knowledge in order to create a foundational understanding of user needs and behaviours.
Before starting we mapped the entire system. The map helped us to refine the information architecture, define an intuitive navigation and create seamless journeys across the platform.
We designed the platform using mobile first principles in order to make the user experience seamless across all breakpoints. We put the user at the heart of each design decision.
We started to apply the new brand guidelines to the core user journey to define the Informa Markets design system. We made sure that the entire experience was both easy-to-use and on-brand.
To decrease the feasibility feedback loop and increase the fidelity of our designs as quickly as possible, we used WebFlow to explore how we could push our designs.
Our designs gave the user a broad understanding of their setup progress and a detailed list of what they need to do next.
A lot of the users were new to the setup process. We designed first time use notes to help the user understand the system and the process. They could initiate helpful notes across the platform using tooltips.
Informa needed to sell relevant products and services to their clients. The promotion system gave their team the tools they needed to promote at different moments across the user journey.