Working with O’Brien® to evolve its online platform and design system.

Following the 2022 website update, O’Brien® wanted to bring its online experience into closer alignment with its refreshed brand identity. While the core customer journeys were already established, there was an opportunity to refine and enhance them through clearer content, stronger visual consistency and a mobile first approach. A key priority was evolving the booking experience to make it more intuitive and user friendly, encouraging customers to complete their bookings online while reducing reliance on call based support.

Working closely with O’Brien®, we evolved the existing digital design system by reviewing website components and customer journeys to improve consistency across the site and booking experience. The refreshed brand identity was thoughtfully applied throughout, balancing brand consistency with digital best practice. Together, we refined the booking journey through targeted UX and UI improvements to reduce friction and support online completions. Components were collaboratively tested, reviewed and refined before launch, with the digital design system further developed to provide a single source of truth for O’Brien®’s digital experience.

Together with O’Brien®, we delivered a refreshed website and booking experience that makes it easier for customers to find information and book repairs online. Improved performance, clearer user journeys and a mobile first approach have created a more flexible and efficient digital experience, while helping reduce demand on call teams. The result is a more consistent online experience that better reflects the O’Brien® brand across every customer interaction.