We partnered with Informa Markets to create a solution to make the onboarding process more intuitive and effective
Informa Markets
Re-engineering a self-service exhibitor portal for seamless onboarding
Events
4 weeks delivery time
Overview
Activities
- Landscape audit and benchmarking
- Vision definition & rapid prototyping
- No-code prototyping
- UX, UI & experience design
- Design system definition & development
- Icons, typography, illustrations & art direction
Introduction
Informa Markets operates globally, hosting world-class exhibitions across multiple sectors. To support their customers and exhibitors, they needed to simplify and enhance the onboarding process for setting up at events.
We worked closely with their team to overhaul an existing product, streamlining complex processes, improving usability, and creating a scalable solution that simplified exhibition setup. In just four sprints over eight weeks, we designed and delivered a comprehensive design system and the core user journey.
We quickly leveraged existing insights and knowledge
Challenges
Exhibition setup was a highly manual and complex process, creating friction for exhibitors and organisers. The existing product required a rapid update to improve usability without disrupting ongoing operations. Balancing speed and efficiency was crucial while ensuring that the new experience was intuitive, seamless, and scalable across various events and sectors.
Approach
The entire customer journey was mapped out
Quickly leveraging existing research and UX best practice
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.
Holistic approach considering the whole customer journey
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.
Mobile first principles were used to ensure the user has a seamless experience across all breakpoints
Mobile first, user first
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 defined the Informa Markets Customer Centre design system
Extended new brand guidelines into an atomic design system
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.
WebFlow was used to quickly and easily prototype, explore and validate the designs
Used no-code sitebuilder, WebFlow, to prototype, explore and validate our designs
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.
Solutions
The dashboard of the platform showing the user’s setup progress and next steps
The dashboard gave the user a snapshot of the priority tasks and notifications
Our designs gave the user a broad understanding of their setup progress and a detailed list of what they need to do next.
Helpful notes were created to aid the users - especially new users
Helpful notes to explain the process
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.
The promotions system allows Informa to cross sell products and services
Promotions system for the business to cross sell products and services
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.
Summary
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.
Project impact
“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.”
