Return of EMaC
Driving forward a market leader’s product interface and experience to keep them in pole position.
Setting the scene
EMaC are the UK’s leading service plan provider, with a live book of over 1.6 million customers and 15 of the world’s leading manufacturers.
Not wanting to rest on their laurels, EMaC wanted to expand its service offering. This diversification into other products called for a multi-product UX.
Cue Honcho.
EMaC worked with Honcho on the strategic planning and execution of a new user experience, user interface and design system for their industry-leading service plan software Evolve. We assisted them in spotting strategic opportunities as well as delivering solutions to current user problems.
19
Candidates Interviewed
125+
Components
147+
Prototyped Pages
Understand to improve
The key to our process was gaining a deep understanding of Evolve and its users. We interviewed 19 candidates across four defined user groups to understand how they used the system, their pain points and their needs.
The overall response was that the system did the job, just, but an unintuitive experience and sluggish response was causing frustrations and a lack of trust.
Our research process resulted in a 73 page document outlining key findings and distilled information to form a set of recommendations, helping guide our UX and UI decisions to achieve the needs of the users.
Crafting an experience
Our research gave us the insight we needed to craft a new user journey through an interactive prototype consisting of over 147 pages of wireframes. This demonstrated an improved platform structure with a refined user flow to create a more familiar and intuitive user experience.
Designing meets function
To bring the new experience to life, we designed a new user interface, across multiple platforms. The visuals build upon the EMaC brand, considering accessibility and colour theory to help guide and direct users intuitively and efficiently, reducing users’ cognitive load and making a more enjoyable user experience.
Future-proofing
Our process culminated in the creation of a comprehensive and tightly defined design system, consisting of over 125 beautifully designed and constructed components.
The design system had to provide the EMaC developers with an agile solution for a very flexible and evolving system. Going a step further, we built each component in html and css, allowing the EMaC developers to extract the code and implement it into their development of the new Evolve platform.
Outcome
The redesigned Evolve platform will significantly improve the day-to-day experience for both EMaC’s staff and customers. Internal teams will work more efficiently, thanks to a faster and more intuitive interface that reduces friction and increases confidence in the system. Tasks that once felt clunky or frustrating are now easier to complete, helping teams stay focused and productive.
Behind the scenes, the new design system has equipped EMaC’s development team with the tools to deliver updates faster, with less effort and fewer inconsistencies. It’s flexible, scalable, and built for the long term, supporting EMaC’s plans to grow and evolve their service offering without being held back by outdated tech.
By focusing on real user needs, EMaC has not just refreshed their platform, they’ve invested in a better experience for everyone who relies on it.
