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Thomson Reuters - MyAccount Web Page

Gold Stevie Award Winner 2018, Click to Enter The 2019 International Business Awards

Company: Thomson Reuters, London, United Kingdom (HQ in Toronto, Canada)
Company Division/Group: Refinitiv
Company Description: Thomson Reuters financial and risk solutions deliver critical news, information and analytics to the global financial community – enabling transactions and connecting communities of trading, investing, financial and corporate professionals. With more than 100 years of innovation, we’ve provided leading decision makers with the intelligence, technology and human expertise they need to find trusted
Nomination Category: Website Specialty Categories
Nomination Sub Category: Best Home/Welcome Page

Nomination Title: MyAccount

When was this web site or blog first published? 20th November 2017

Briefly describe this entry’s communications objectives and how it met those objectives (up to 200 words):

In April-2017 Thomson Reuters’ Digital Customer Experience Team set out to create MyAccount, a single online authentication space for 200,000+ companies and c.1million users.

The user interface was carefully designed to support users as follows:

Completely personal. 100+ user personas coupled with the system learning from usage means that each version of the site is attuned to an individual’s needs.
Consistent site behaviour. Where possible functionality is reused throughout the site. This makes the site more intuitive, since principals learnt from one interaction can be reapplied.
Fully responsive. Today having a responsive site is almost a given. However, delivering a well-received mobile interface for MyAccount (reducing mobile bounce rate thirteenfold) is a particular achievement due to the complex information frequently being presented.
Allowing greater complexity. MyAccount is a professional tool that users regularly interact with. Consequently, the team catered for advanced user behaviour, see Supporting Document.

Since the site’s introduction:
-Desktop and mobile bounce rates decreased from 10% to 1% and 97% to 7% respectively.
-Page views/per visit more than doubled.
-Self-service increased 38%.
-Customer satisfaction improved by 12%, 8% over target.
-Portal-generated qualified product leads increased more than 15-fold.

See Supporting Document and http://training.thomsonreuters.com/videoplayer/videos/2511.

List the appropriate creative and production credits for this entry:

Richard George, Head of Customer Self Service
David Gallihawk, Product Director
Kate Kent, Programme Manager
Miriam Malik, Delivery Director
Neal Solanki, Lead Business Analyst
Eric Fosdike, Lead Architect
Andrew McGrath, UX UI Lead
Jenny Fallover, Delivery Lead
Vinod Jadye, Delivery Manager
Satanik Das, Delivery Manager
Anjali Alford,Adoption Manager
Alison Lynch,Adoption Manager