To improve its operations and customer experience, bp is undertaking a digital transformation. As part of this initiative, a new Customer Identity Platform (CIP) has been developed to provide a universal onboarding experience across markets and products. Leading experience design efforts, I was involved in the redesign of the consumer application, the re-definition of the business customer onboarding and the refinement of the refinement of the retails site employee apps. To ensure digital convenience is provided to partners and employees, I also conducted in-depth qualitative research with site managers across the globe, as well as smaller scale survey studies across divers stakeholders.
The insight into the barriers of onboarding gained allowed me to create high fidelity prototypes and conduct moderated and unmoderated testing. This user-centred design process ensured a highly inclusive and optimised design delivery. Linking my work to the robust bpCore design system I could maintain brand consistency across channels. The design thinking framework that governed the process incorporated sustainability of the design components, adherence to WCAG guidelines and heuristics standards.
