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The manuals and handbooks for the owners of Jaguar and Land Rover vehicles are hosted on different microsites. They are difficult to find and difficult to use. There is a clear need to improve the experience and to provide a consistent experience on all viewports.

Project Details

  • Client: Spark44 / Jaguar Land Rover
  • Date: November 2016

Project Story

Owners’ manuals are currently hosted off-platform, forcing the user of the Jaguar website into a convoluted and inefficient user journey. Due to the current implementation of the manuals, search engines can’t find the articles and even onsite search for manuals performs very poorly.

Brief

Objectives:

  1. Make owners’ manuals an integral part of the website
  2. Make it easier for owners to find the most relevant manual for them – be it through a website journey, local search or Google.

Deliverables:

  1. A clear and effective user journey, site map and relevant wireframes (mobile, tablet, desktop) outlining UX recommendations for hosting the Owner’s manual content on the JLR websites
  2. Specific UX documentation of requirements for development.
  3. CTA strategy needed, particularly driving to older manuals.
  4. Create two set of solutions, one for the ‘as is’ scenario (in case there are technical limitations for the migration) and a ‘user friendly’ scenario in case we can improve the experience when migrating the manuals.

Actions

I identified two main areas that I needed to address in order to improve the user experience: The local navigation of the manuals section (“How can I find a manual”) and the manual structure (How can I find a relevant topic?”).


Local navigation

I suggested a grouping by model type, so that a user could easily drill down to the right model configuration. For example, a selected model would provide you with a list of years for that model, and then any other option that this model had.

In the previous version, manuals were grouped by model year and not by model type. For example, recent manuals were in one section and all older manuals were in another section. The user wouldn’t know in which group a 2015 Jaguar XE would live.


Manual navigation

In the previous version, a manual article page would consist of 86 accordion groups at the top level. The second level of a manual had an equally large number of options. A manual search function would only search in the top heading of the article page – unless the user knew the exact wording of the article header, the search would not bring up any results.

I suggested a manual content structure with a maximum of 10 top level headings, so that a user can quickly find a relevant article. I designed a page template that integrates contents and article page, so that the user doesn’t have to back and forth to navigate the manual. I made sure that the whole experience worked equally on all viewports.



Below are some examples of the wireframes and annotations that were part of the deliverables as outlined in the brief:












Results

The solutions received very positive feedback from the client. The client selected the user-friendly scenario. Due to the complexity of the migration they asked me to split the solutions into phase one and phase two for an easier technical migration. The user-friendly solution will be applied eventually to both Jaguar and Land Rover Markets.

About Me

I am Creative

Being creative is about finding the right solution for a problem. I am a curious man, can’t help that, and I love challenges. That’s why I did a Phd after all. I love UX as it challenges my brain all the time. That's my secret: UX keeps me fresh!

I am Friendly

A good cup of tea and a friendly smile is a great way to start a project! OK add a few cookies in the mix. Great solutions come from good discussions and good connections and what better way to do this with a smilie face. Let’s do it!

Successful projects,happy clients and great results