England Squash

Case study

Background:

England Squash is the governing body for the sport of Squash. Their role is to promote and champion the sport as well as work with affiliate leisure centres and Squash centres to managing competitions and tournaments.

Challenge:

The website is 5-6 years old and lacks desired functionality and UX for today’s typical User and technology capabilities. Our initial task was to undertake a 360 degree User Research project to understand how the broad target audience interact with the website and investigate their frustrations, with a view to propose a solution for improvement to the Board.

Solution:

Our methodology was an interactive interview with a representative from each User Group and follow their journey through the website as they perform certain tasks (such as register for a competition, submit a child player onto the leader board, make a payment and so on). This allowed us to witness first-hand how the site was being used, and where the functionality was falling down.

Results

Uncovered a number of 'quick wins' for UX improvement

Identified next steps for digital roadmap

Development of long-term digital strategy based on real insights

England Squash engaged Phoenix Digital to conduct a comprehensive User Experience review. Davinia, Chris and the team were great – really took the time to listen to our needs and challenges and tailored their approach accordingly. They offered sensible solutions, honest feedback and realistic advice around our ambition. The review delivered a decisive long-term recommendation with clear next steps as well as short term ‘quick wins’, all of which provided invaluable direction for our digital strategy. All delivered with a highly professional yet friendly approach.

Paul Mackinen, Head of Digital & Insight