Digital Interact

The need for brands to deliver impactful content at speed across multiple channels on a global scale has never been greater. As a creative agency, Tag Worldwide (Tag) today manages a wide portfolio of customers, account-by-account, resulting in a customer experience that can often be inconsistent and difficult; the traditional, manual processes can be time-intensive, error-prone, and costly. To increase business efficiency, Tag needed to decrease the time spent by their customers on low-value, high-stress tasks centered around execution and delivery that add little overall value to their business objectives or their careers. Digital Interact sets out to resolve these pain points by re-framing the client experience while maneuvering a complex technology ecosystem. It aims at helping Tag’s clients carry out these tasks efficiently and with ease. While it solved many issues for the customers it was clunky and had inconsistent experience across its several third-party integrations. In this project, Tag and UXG, ValueLabs created a renewed strategy and redesigned the UX of Digital Interact. This was accomplished by conducting extensive research and stakeholder interviews to study the ecosystem, user journey, interactions, and pain-points. The research helped uncover personas and closely understand their mental models, taskflows, and preferences. On the basis of this understanding, we prioritized ease-of-use and flexibility. We iteratively tested with users to evaluate preliminary designs to gather insights. This participatory design process ensured the solution met the user’s needs and catered to the business goals. This human-centered-design approach was extended to the branding of the application. The branding workshop with Tags stakeholders resulted in allowing the brand values and personality to shine through the new UI and every touchpoint of the application. The UI is not only visually appealing but also universal by following WCAG standards ensuring inclusivity and accessibility. The redesign resulted in a platform that has significantly increased reception from the clients and has enabled Tag to service its clients in a more effective way. It has established a consistent and smooth UX across modules. The multiple client appreciations and end-user feedback stand as a testimony to the positive impact created by the application.