LION+MASON

I am the Director, MediaSense of MediaSense

We build high performance media operating models and unlock value for the world's leading brands

• Reimagine our analytics workflows and design an application to transform how we deliver to our clients

Other

High ratings, Great culture fit, Good value for cost

2-5 Employees

In-Person Meeting, Virtual Meeting, Email or Messaging App

User persona definitions, E2E Process mapping identifying pain points and opportunities, concept creation and validation, delivering visual mock ups of key workflows and Figma wireframes

• Workshop outputs canvas (Miro)
• Workflow and process maps (Miro)
• Concept ideation refined through visual mock ups and interactive prototyping (Figma)

Clear upfront proposal, with key deliverables, ways of working and timelines stepped out. Project was managed excellently throughout, with regular playbacks/check ins and collaborative tweaks to scope, so that the team delivered concrete valuable deliverables.

Flexible collaborative approach, tailored to our unique culture and starting point. Team developed strong relationships with our key users, ensuring they felt involved and invested in the project. We were introducing user centred design to the business for the first time, so this was critical. Team demonstrated impressive ability to absorb a huge amount of information about what we do, and why we do it, distilling and structuring the inputs to design a coherent workflow.

Not from my perspective, it ran exactly how I wanted it to, and I felt Lion & Mason really understood what was required and managed the workshops very well to get us where I need us to be.

I am the CTO, Financial Services Firm of (a/an) Financial services

We provide specialist financial advice for people approaching retirement to ensure they maximise the value of their pension and other assets in order to achieve retirement objectives. We use technology where possible to make the process as seamless for the customer as possible.

• A seamless user journey for customers to obtain quotes
• Lower cost customer generation
• Great customer outcomes

Referral

High ratings, Great culture fit, Good value for cost, Referred to me, Company values aligned

2-5 Employees

Virtual Meeting

To simplify our current user journey and use technology where possible to allow customers to 'self serve' and access a variety of online tools, resources and advice to help their financial planning at retirement. The current approach found that customers were not engaging after a simple form fill, this project hopes to further engage customers and build trust in order to establish a closer relationship with the customer in order to help provide a 5 star service and achieve great customer outcomes. Key deliverables were, a simple user journey with easy to use UI. Increased customer base through customer registrations. Lower cost of customer acquisition.

• Increased customer registrations
• Lower cost per acquisition

Excellent project management, clear communication, expectations and always delivering to agreed timescales. Also able to work in a flexible manner to accommodate urgent issues/requirements. Responded to our needs by listening to feedback and providing further insight.

Proven track record, thorough analysis of market conditions and clear recommendations to accomplish desired goals/objectives. We will be engaging further to extend this project further in to our end to end processes.

Can't think of any

Introduce your business and what you do there.

We are a world-leading academic publisher and assessment organisation, and part of the University of Cambridge. We’re driven by a simple mission – to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence.

Our team is one connected, global community, pursuing potential and moving forward, together. We will keep exploring, collaborating, and innovating to find bold new ways to spread knowledge, spark enquiry, and aid understanding.

I am passionate about human-centred design and data-driven innovation, energised by working with people and leading teams to deliver products and services that people need and enjoy using. I teach User Experience Design at University of the Arts London and love seeing people coming into this field from so many backgrounds.

The fact that CX and UX are interdisciplinary fields invites different perspectives, examining concepts and practices from various point-of-views and sparks fascinating conversations about business, technology, design and psychology.

What challenge were you trying to address with the vendor?

End-to-end digital product design process for a portfolio of innovative new online academic research journal products as well as specific cross-platform interface elements.

Project stages for each:

• Discovery
• User Research + concept validation
• UX Design
• UI Design
• User Testing

What was the scope of their involvement?

• Product Design
• Discovery
• User research
• Persona creation
• Competitor analysis
• UX Audit
• Ideation
• Concept creation
• UX Design incl. user journeys, IA, wireframing
• UI Design
• User testing
• Development handover

What is the team composition?

• UX Director
• Principal consultant
• Senior UX consultant
• User Researcher
• UX/UI Designer

How did you come to work with the vendor?

• Recommendation
• RFP
• In person meeting and proposal presentation

How much have you invested with them?

Confidential

What is the status of this engagement?

What evidence can you share that demonstrates the impact of the engagement?

We had a few projects with L+M. We were happy with the results for all of them. One of the projects was extremely complex and innovative and it resulted with great adoption rates.

How did the vendor perform from a project management standpoint?

There was a clear sprints plan with a clear split of tasks between our colleagues and L+M. They listed assumptions and set expectations quite clearly too so there were no surprises mid-way through which is a very common pitfall when working with externals.

What did you find most impressive about them?

• A well rounded team which is a rare find
• IA, User Research, lo-fi and hi-fi prototypes...
• They were creative problem solvers, even when dealing with complex systems for professional audience.
• Great communication

Are there any areas they could improve?

No

I am the Senior Research Analyst, Sheffield Hallam University of Sheffield Hallam University

Higher Education

• LION+MASON conducted user research on behalf of Sheffield Hallam University to explore user attitudes, expectations and general approaches to sourcing information from the website.

Online Search

Good value for cost

2-5 Employees

Virtual Meeting, Email or Messaging App

Primary research was commissioned with potential students to understand the UX/UI experience of the University website. LION+MASON provided a user centred research approach to tackle this objective. A structured research methodology was delivered looking at current and competitor platforms, user behaviours across all relevant touchpoints, analytics and existing insight.

• Understand how prospective students use the University website.

From commissioning through to debrief, LION+MASON managed and delivered this research project with precision, flexibility, attention to detail, and innovation. The team were organised, pro-active, and responsive to the client’s requirements. The project was completed ahead of schedule and fully delivered on research outcomes.

The team's creative ideas and pro-active approach impressed throughout.

N/A