Global Built Environment
Professional Body
Consolidates Its Digital
Ecosystem for a Seamless
Member Experience
Key highlights
50+ websites audited
A comprehensive discovery phase audited the Client's entire digital ecosystem across six priority areas.
900% sales increase
Boosted product sales through quick-win recommendations from the research.
4 quarters of targets met
Met digital revenue targets in consecutive quarters following the engagement.
Summary
The Client, an international professional body serving members across the built environment, launched a digital transformation initiative to consolidate a sprawling ecosystem of websites and digital touchpoints into a clearer, more purposeful experience. The team ran an extensive discovery phase, auditing 50+ of the Client's websites, conducting in-depth interviews with customers and stakeholders, and distilling the findings into personas, before delivering both quick-win recommendations and a longer-term roadmap. The work contributed to increased product sales through quick-win recommendations and four consecutive quarters of meeting digital revenue targets.
Client overview
Professional body unifies sprawling digital ecosystem
The Client, a leading international professional body, serves members in building regulation, surveying, and planning worldwide. As part of a broader digital transformation initiative, they needed to radically improve the customer experience by consolidating their existing ecosystem of websites and digital touchpoints, ensuring each channel had a clear proposition and purpose.
Challenges
Digital fragmentation was creating an unclear and inconsistent customer journey
Fragmented digital footprint: The client's digital presence had grown into an ecosystem of 50+ websites and touchpoints, without a clear, consistent proposition across channels.
Unclear channel roles: Each digital touchpoint needed a clearly defined purpose so customers could find the right destination for their needs.
Limited customer insight: The organization lacked a current, evidence-based view of customer needs and behaviors across its products, taxonomy, account creation, and proposition.
No prioritized path forward: There was no structured way to separate immediate, high-value quick wins from the longer-term changes needed to transform the experience.
Solutions
Discovery-led approach to consolidate the digital experience
The team began with a comprehensive discovery phase to establish the current state of the client's digital ecosystem, conducting an extensive audit of 50+ websites across six priority areas collaboratively defined as the websites' main roles. The expert review was supplemented with in-depth interviews with 18 customers and 50+ stakeholders to uncover needs and behaviors, surfacing four main problem areas: products, taxonomy, account creation, and proposition.
These insights became personas used throughout the rest of the project, informing both quick-win recommendations delivered in a report and long-term design changes framed as future customer stories, backed by a business case and implementation roadmap.
Multi-site discovery audit
Audited 50+ websites across 6 collaboratively defined priority areas to establish the digital ecosystem's current state.
Customer and stakeholder research
Conducted in-depth interviews with 18 customers and 50+ stakeholders to uncover needs and behaviors.
Persona development
Turned research insights into personas covering four key problem areas: products, taxonomy, account creation, and proposition.
Quick-win and long-term roadmap
Delivered quick-win recommendations in a report format and long-term changes as future customer stories, backed by a business case and roadmap.
Business outcomes
Measurable commercial impact from research-led recommendations
The discovery-led engagement gave the Client a clear, evidence-based understanding of its digital ecosystem for the first time, replacing a fragmented set of 50+ websites with a consolidated view built around real customer and stakeholder needs.
Quick-win recommendations delivered in a report format contributed to a 900% increase in product sales, and the Client met digital revenue targets for four consecutive quarters following the engagement. Longer-term changes, framed as future customer stories and backed by a business case and roadmap, gave the Client a structured path to continue improving the experience for both customers and the organization.
