Alorica Website Redesign

Project Ask

Alorica is a company that provides business process outsourcing solutions are to leading brands across nine different industries. The company is headquartered in Irvine, CA with more than 40,000 employees in 40 across the globe. After working with another agency to reposition their brand, Alorica tasked our team with designing and building a website to match it’s new brand strategy. We were challenged with creating a site that would balance both lead generation and new employee recruitment, with particular attention paid to entry level call center agents. Alorica’s main focus for the project was to enhance the overall user experience with improved content and usability.

My Responsibilities

  • Lead the UX strategy
  • Gain knowledge about the business process outsourcing industry in order to design for it
  • Determine the best strategy to fix problems in the existing website experience 
  • Present deliverables and advise a large group of executive level stakeholders
  • Work alongside and support the creative and tech teams throughout the duration of the project

The Challenges

  • Clarifying and defining the client’s goals for the redesign
  • Understanding the client’s business model and the services offered by the company
  • The need to advocate for the identified personas and their experience to a large group of stakeholders with different priorities
  • A long and complex approval process due to the size of the company and corporate hierarchy
  • Client had little knowledge in UX process and methodology
  • Multiple shifts within our internal teams’ structure

The Results

  • Successfully became a subject matter expert in business process outsourcing solutions
  • Clarified and defined Alorica’s main value proposition for potential clients and employees
  • Improved information architecture
  • New site is responsive across devices
  • A project initially scoped for just UX and creative turned into a larger endeavor for our team that included content strategy and creation
  • Phase 1 of the new alorica.com website is set to launch on July 22, 2015
 

Medium

Desktop, Mobile

Methodology

  • Stakeholder Interviews
  • Ad-Hoc Personas
  • Card Sorting
  • Sitemap
  • Sketch Sessions
  • Medium-Fidelity Wireframes

Tools

  • Sketchbook
  • Whiteboard Sketching
  • Omnigraffle
 

Samples of My Work