Case Studies
Search Relevance
Project Overview
The Business Connect search was revamped to tackle user frustrations with irrelevant results and confusing "No Results" pages. By streamlining the design and offering tailored matches, we created a smoother, more intuitive experience that users loved.
What is Business Connect
Business Connect is a NSW government initiative that provides personalised business advisory services, resources, and support to help small business owners grow and succeed. It focuses on accessibility, inclusivity, and user-friendly services to cater to the diverse needs of NSW business owners.
Client
Business Concierge
Tools
Figma, Miro, JIRA
Role
Product Designer
Year
2024
The Process
Research
Analysed booking trends and user feedback to identify critical pain points. Reviewed industry best practices for search engines and filtering systems. Conducted competitor analysis to benchmark against leading platforms.
Ideation
Brainstormed potential solutions during collaborative workshops with designers and stakeholders. Created low-fidelity wireframes to explore various design directions. Refined designs based on feedback from other designers.
Testing
Conducted multiple rounds of usability testing with internal staff company wide to gather insights and validate improvements. Iteratively improved the designs based on user feedback and testing results.
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Analytics Synthed into a Wrapped Style
Analytics Synthed into a Wrapped Style
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Desktop Research on Best Practices
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Crazy 4 Workshop on Ideation
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User Testing Synth
Crazy 4 Workshop on Ideation
Desktop Research on Best Practices
User Testing Synth
What we found
Inefficiency
Business Concierges were often referred CALD customers by external organisations instead of the form.
System Limitations
Existing BC processes lacked a streamlined way to request interpreters without overhauling the system’s functionality.
Project Results
The project aimed to improve the Business Connect search experience, which users found frustrating and confusing. Research uncovered that irrelevant results and poor "No Results" pages were key pain points. The redesign introduced clearer direct matches, helpful secondary options, and refined guidance when no results were found.
Bounce rates dropped by 8%, and booking engagement rose by 15.75%, leading to more successful bookings.
The project reinforced the value of user feedback and collaboration in creating a system that evolves with user needs.
Jason Biles
Contact
Sitemap
+61 448 404 826
