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.
- Make owners’ manuals an integral part of the website
- Make it easier for owners to find the most relevant manual for them –
be it through a website journey, local search or Google.
- 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
- Specific UX documentation of requirements for development.
- CTA strategy needed, particularly driving to older manuals.
- 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.
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?”).
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.
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:
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.