Challenge

As part of Capita’s transformation programme, Mirum London were tasked with redesigning their .com site to better communicate their offering and reflect their ambitions for the future. This was a huge IA challenge that involved combining and restructuring 750+ products and services across 70+ sites into a single site that showcases Capita’s clout across multiple industries. With branding agency Landor leading the visual identity, and Capita’s internal development house on build, I worked with a multidisciplinary team at Mirum to deliver a taxonomy and page templates.

Method

We kicked things off by running a workshop with the product managers from each of Capita's business verticals to map out core user tasks, the routes that their customers would take into the site, the types of content that would engage them, and their onward destination from there. This process highlighted some core user journeys and supporting content that would have to be created to facilitate them.

From here we took an iterative approach to creating the taxonomy; creating categories of product solutions and running workshops to validate the groupings with stakeholders. Alongside this process we sketched out page templates, eventually producing annotated wireframes to support both the content creation workflow and the build itself.

Impact

The first phase of the new .com site was successfully launched, enabling customers to navigate from industry level, to specific products.

Products and services are grouped into solutions that enable Capita to frame their expertise; allowing the customer to make an informed decision about which product or service may be most suited to their needs.