Johnson Controls + Tyco
Redesigning for a global brand merger
Alignment & goal setting
When these two powerful B2B companies merged, they combined their extensive digital properties into one. This led to complex problems related to company goals, information architecture, content, user experience, and design, all while navigating the political dynamics of the newly merged company.
We started by using traditional discovery methods such as stakeholder interviews, in-depth dives, workshops, current state analysis, and landscape analysis. Through the insights gained, we aligned on the site's vision and goals, setting the stage for the work ahead.
Output:
Discovery & Alignment Presentation
Opportunities & insights
Opportunities were identified through thorough discovery work, which involved analyzing data, gaining insights, and conducting comparative landscape reviews. These opportunities not only set the groundwork for future work but also influenced how the company allocated its marketing efforts for the future.
Output:
Opportunities & Insights Presentation
Audience definition
Through Voice of the Customer and audience definition reports from Johnson Controls and Tyco, we identified common customer types across both companies: owners, architects & influencers, contractors, and channel partners.
Output:
Audience Definition Documentation
aligning customer types
We identified an overlap in both companies' customer definitions. To address this, we categorized them into customer types to simplify personalization and content needs.
Customer journeys
We developed customer journeys based on the Voice of the Customer and audience definition. These journeys connected customer and business goals to specific points in the user experience. They considered different ways users enter and exit the site to capture important moments.
Output:
Customer Journey Documentation
Site flows
In order to kickstart the wireframing for the website, we outlined the essential pages and began the process of mapping out the new domain and sub-brands.
Output:
Site flows & page intent documentation
Wireframes
During the wireframing process, we developed templates for their various products and integrated personalization to assist users through a complex purchasing journey.
Output:
Wireframes highlighting personalization opportunities
Conversational UI
We identified an opportunity to implement and advance machine learning using a conversational UI. Due to the company's intricate purchasing and decision-making process, we established an initial flow.
OUTPUT:
Flow documentation
Detailed design
We updated the digital brand to have a more dimensional and robust feel. We established a refined and modern design language while keeping the look and feel that stakeholders and users were familiar with.
Our focus was on designing landing pages that quickly deliver personalized and targeted content to users. We also created dashboards and robust contact experiences to help achieve business goals and support users throughout their journey.
Output:
Design system & prototypes
