OMRON

A B2B site for the industrial automation experts

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OMRON Corporation is a world leader in technology designed to solve social issues and improve lives. With global revenue of over $8 billion and 36,000 employees worldwide, OMRON supports a range of industries with advanced technologies and innovative solutions, ranging from automation and electronic components to social infrastructure systems, healthcare, and environmental solutions.

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OMRON Automation Americas identified a need to modernize its approach to digital marketing, with a new website being central to its future plans. Dept teamed up with OMRON to design and build a brand-new, fully responsive site using an enterprise-grade customer experience platform.

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Design & UX discovery

To kick off the project, Dept ran a series of discovery workshops at OMRON’s U.S. headquarters in Chicago. The purpose was to get a better understanding of the current user experience and to identify any particular pain points.

The workshops explored OMRON’s business model to help us understand the overall objectives and the ideal ways to measure success. We also discussed the current lead generation processes, pinpointed areas where marketing automation could add efficiency, and decided which of the current components and templates we would prioritise for the new site.

During the discovery phase, we unearthed some common issues that were negatively impacting the customer experience. Hotjar analysis also indicated that the information architecture of the site was impeding users from finding the information they were looking for.

The brand was already strong, so there was no need to reinvent it, but we identified the need to increase brand recognition. Dept’s aim was to make the brand more visible and strengthen its identity with the introduction of animations, rich media and ambient videos.

Enhancing search to improve conversion

Improving the customer experience

One of the main issues we discovered during our initial analysis of the site was the management of discontinued products on the site. If a user searched for a discontinued product, the results would come up empty. The results page would then direct the searcher to an area that was only visible to logged-in users. In order to acquire a login, the user would need to request an account, but this would only be approved if the user was listed as an official distributor of the product. This was not an ideal customer experience, and it was preventing potential revenue-generating opportunities.

During the design phase, it was decided to keep discontinued products live. This would mean that these products would still show up on the results page when searched for, and there would be no requirement for the searcher to log in. The discontinued product page informs the user that the product is no longer available and suggests suitable alternative products.

Strategy for success

Improved usability

Personalisation

Future proof strategy

Questions?

Jonathan Whiteside

Principal Technology Consultant

Jonathan Whiteside

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