Origin Interactive

The need

REMchannel and REMeasure tools on one platform
One of the key objectives was the effective integration of the REMchannel and REMeasure tools into one platform, in order to allow as much information sharing between the tools as possible. This would also decrease the amount of reworking required and create a more fluid experience between the two tools.

A complete overhaul of the current system
Although PwC Remchannel boasts a breadth of service offered by few others, the entire system required restructuring in order to improve the value brought to clients. Functionality and features had to be defined, designed and developed. Complex offline tasks had to be simplified and brought into the platform, existing tasks had to be simplified and the visual redesign was needed to bring the service in line with the new PwC branding.

Dramatic improvement of the User Experience
The PwC Remchannel platform is extensive and packed with ingenious functionality. However it was this complexity and breadth of functionality offered that caused workflows to become confusing and time-consuming. Terminology was unclear and ambiguous; navigating areas within the system easily became disorientating. Everything from logging in, to exporting document required some serious UX attention. The end solution had to be simple and easy to use.

Reduce Key Account Managers workload and improve PwC & client efficiencies
The tools were rather difficult to learn and use, so much of the client tasks were given to Key Account Managers (KAM) to complete. The requirement here was to reduce the KAMs workload by creating a more intuitive platform for their clients and allow the KAMs to focus on customer relationships and new business.

So what did we do for PwC REMchannel?

• Integration of REMchannel and REMeasure
• Clear and logical navigation
• Easy-to-use system
• Streamlined workflows and efficient processes
• Redefined major processes and tasks
• Transformed PwC REMchannel into a truly user centric-tool
• Created “never done before” functionality
• A smartly designed and easy to use platform
• Strong brand positioning and consistent brand experience

Improving the user experience

This project required more time than most to understand remuneration practices, the infrastructure and functionality of the entire solution, as well as the technical opportunities and constraints. We worked hand-in-hand with Visual Gravity and PwC to ensure no stone was left unturned. Once we had wrapped our heads around the business and user requirements, we tackled the integration of REMchannel and REMeasure from a User interface perspective, while taking into account the technology involved and the existing backend constraints.

Changing things up

We then began by disassembling the navigation and information architecture and quickly identified how to simplify and add value to the end solution. Workflows were smoothened out and functionality redefined and grouped logically. Users can now access information and generate reports quickly and easily. The data submission process, previously very long and difficult, now allows users to submit their info faster and access the valuable data they were after conveniently. Large complex processes have been broken down into bite-sized chucks that are quick and easy-to-understand. Jargon has been removed and replaced with easy to understand terminology. Page tips and contextual help now guide users through some of the trickier areas of the platform to facilitate a much simpler and smoother experience.

Data visualisation

Along with detailed data users can also view and compare survey data by means of data visualisation. We defined various graphing styles to effectively present survey data in a useful and usable way.

Validation

At the heart of good user experience practices is testing, testing and more testing. Fortunately our client understood the need to validate the decisions that had been made during the project. In addition to the user interviews we conducted during the discovery phase, we also performed usability testing to ensure that workflows, journeys, terminology, design etc all made sense and added value to the end user and the overall solution.

Visual design

User Experience Design goes beyond wireframes. We were able to produce an exciting and well-crafted user interface. We created a clean and professional interface that still felt fresh and exciting. Every design decision we made has a purpose - from setting the tone to improving legibility to creating visual hierarchy within the platform. The PwC brand is evident on every screen, driving credibility and trust, while giving the platform a fresh and exciting visual appeal.

The Result

Great usability and beautiful design
Working alongside our client, we created a truly elegant user interface that not only looks good but works well too. Our team thoroughly enjoyed working with PwC and Visual Gravity, and to date this project has been one of the most satisfying to come through our studio. The project will be implemented early 2012.