Improving the British Newspaper Archive: UX Enhancements That Reduced Churn and Boosted Engagement
british-newspapers-archive
Project deadline
1 year and 4 months
Role
UX Research, Usability Testing, Strategy and UI Design
Intro
FindMyPast is a popular family tree builder company in the UK. It also works in partnership with the British Library scanning and making available an entire library of newspapers dating back from the 1700s, digitally and searchable text. It works as great source for researchers, journalists, academics, etc.
The project is called The British Newspaper Archives.
Challenge
The British Newspaper Archives had a 23% annual churn from its main customer base: Students and researchers. They needed repeated access to the libraries and were happy to pay for subscription in the previous years before the new feedback interviews. A small team of five (two developers, one lead UX/UI, a Project Manager and a Business analyst were assigned to discover why such a high level of churn happened to our main customer base.
Solutions
By exploring BNA’s customer feedback, we’ve updated our UX Roadmap and began testing our assumptions using quantitative research to find ways to improve our registration uptakes and, eventually, quantitative data from our user interviews to improve our tools with the aim to improve retention.