We were approached by a large local awarding body, NOCN, to completely re-develop their Qualifications website and build a comprehensive solution to improve the service provision to their many stakeholder groups.
The website was to become a digital hub for their growing qualification and apprenticeship offering while a separate solution was needed to improve customer service delivery. NOCN had several isolated systems that needed to be integrated into their existing qualification system, to ensure up-to-date information was made available on the public-facing website, while reducing the admin headache of rekeying data.
They had recently gone through a re-brand which saw an updated look and feel that was more in-line with their future vision. This needed to be brought to life online via the website in a user-friendly way which provided their customers with more value and helped potential customers understand how they could help them.
With such a comprehensive brief, we decided to break the project down into two phases; the Website and the Portal.
The first phase included re-development and launch of the new website. We integrated the website to their main qualifications database, allowing any changes to product offerings to pull through to the website automatically. This allowed us to surface only the necessary qualification information in a user-friendly, straightforward way for customers.
We provided a simple CMS for content editors with minimal technical knowledge to use, which gave them enough flexibility to create landing pages and engaging content quickly and easily. We worked closely to their brand guidelines to ensure the website was in keeping with the rest of their marketing material which meant all of the styling was done for them. Clear pathways to information from the Homepage and a completely re-envisioned navigation structure meant that it was much easier for people to find what they were looking for.
Closely following their website development, was the first version of their integrated customer service portal - ‘My NOCN.’ This phase of the development further deepened the integration with their qualifications system.
My NOCN pulls down customers and their contact details, allowing them to log in and see comprehensive information about the qualifications they provide based on who they are and what their permission level is. This integrated Portal was a key milestone in providing customers with direct access to documents and information that would otherwise have taken up valuable admin time for NOCN staff to provide and email to customers.
Reduced admin and content duplication
The newly integrated Website and Portal means information is added to the most appropriate system and automatically surfaced where it’s needed. All the data gets pulled into a centralised location, which is the only place data is updated; meaning the other systems which use the data can be sure to have the best possible information that is up-to-date.
Easier to find information
The comprehensive suggestive search functionality means that finding information is easier than ever. The search centre is split up into Qualifications/ Units/ EPA/ Apprenticeships and general site content, allowing visitors to focus in on the type of content they are looking for.
Improved customer service
The integrated customer portal, 'My NOCN' allows all customers to login and see information relevant only to their organisation. Future developments will include viewing and clearing invoices.
Get in touch to find out more about this project and see how we can build something for your needs. We’ll suss out which solution’s best for you and happily show you similar examples of work we’ve done.