Nationwide Building Society

Challenge

The AGM (annual general meeting for members) became a online only event. The online journey was originally created to support in-person attendance information. By changing to an online only event, the page was anticipated to receive higher volumes of users with bespoke needs.

The page had out of date branding, the language was complex and users weren’t interacting with any CTAs.

Solution

• Redesign the experience as a multi-disciplinary design team
• Create a strategic plan for content delivery as changes to information would need to be iterated 8 times over the space of 2 weeks

What I did

• Worked with a number of SMEs across legal, marketing, treasury and brand to understand the fact based requirements
• Led workshops for pair writing, fact check and process
• Created a phased design to live approach to support 8 iterative changes over a short time period
• Communicated all design changes as the online plan informed the overall strategy for a phased approach internally and externally

The impact

• Improved ways of working internally
• Championed content design to stakeholders who were previously unaware of the breadth of the discipline
• Designers are now invited to all strategy planning meetings for this event
• Created content that was more accessible, reduced reading age and influenced messaging hierarchy
• Users spent longer on the page and interacted with CTAs more than previous years

<aside> 💡 View the live content here: https://www.nationwide.co.uk/about-us/have-your-say/our-agm/

</aside>