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2002 - 2004
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Company: AGENCY.COM, London
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British Airways
AGENCY.COM was task with providing British Airways with its international online creative strategy for 2005 - 2007. The strategy has subsequently cemented the relationship between AGENCY.COM and British Airways after a period of several years during which Britsh Airways had taken all digital work in house.
The strategy involved aligning BA's new branding and business intiatives into a customer experience online which would ensure that customers could leave and return all the way through the experience of searching, booking, preparing, flying and returning. It included offline and online campaign integration and a strong self servicing proposition which aims to integrate with new processes (e-ticketing, online check-in, etc) to make flying more efficient and cost effective for BA.
The new site design is in progress.
url: www.ba.com
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British Telecom
One of the largest and notoriously complex clients to have in London, AGENCY.COM inherited the account when they merged with Organic. The competitive pitch to launch BT Broadband on mass to Britain online was won by AGENCY.COM in 2003. I was responsible for creating the campaign integration, core customer journey, retension strategy online and user experience for the customer relationship. I also presented the creative for the pitch. Subsequently AGENCY.COM was nominated by BT to be their lead online agency.
Other work on this project: created the full information architecture for the site, the installation CD-Rom and the retension CD-Rom.
Results: Online sales increased from 27% to 59% and customer dissatisfaction has halved. The sales journey and user experience for BT Broadband is being rolled out for all their key products.
Other work for BT
+ Lead IA managing a team of three people
+ BT.com consumer and SME business site redesign (work in progress)
+ BT Home Computing
+ BT Home Networking
url: www.bt.com
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Sainsbury's Bank
Sainsbury's Bank required a full site redesign and rebrand. We created the pitch around a user experience that would pull customers through a customer journey into purchase. We won the pitch and rolled out an accelerated path to purchase for all their products. Our work also included creating the user experience for the online banking and retension spaces on the site. I was responsible for the user experience and was the lead IA on the job.
Results: The sales of their lead product are up by 90% and other products are selling 75% above online targets.
url: www.sainsburysbank.co.uk
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T-Mobile (UK & Netherlands)
A self created brief to integrate T-Mobile's phones and plans offers and advertising with their website. The project included creating campaign landing pages reached by tactical URL's and strategic deep linking into customer journeys within the site. I presented the work and the roll out has continued since early 2003.
url: www.t-mobile.co.uk
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Electronic Arts: FIFA Football 2003
I was the lead information architect that created the official website for the FIFA Football 2003 game. It included various strategic community elements, demo downloads, maps and skins. Hi-Res created the promotional micro-site for the official site.
Screen grabs: view here
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To get in touch:
Email
info@jh-01.com
Landline
+27 11 339 2679
Mobile number
+27 722 605 478
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agency.com - london