Extranet support and development for rail industry client

How we help RSSB communicate and engage with frontline railway staff

The brief

  • The Rail Safety Standards Board (RSSB) launched the Opsweb extranet for frontline staff from across the railway industry to share best practice and standards for making railways safer.
  • The site is an extranet requiring users to login to gain access
  • They needed an agency partner to help develop the site’s content and drive targeted traffic from various railways organisations and companies.
  • RSSB also wanted us to improve the user experience across the site, bringing it up to date with the latest UX techniques and practices.
  • By working on a monthly support contract, the brief was to develop the website over time while maintaining business as usual activities, rather than a “big bang” relaunch.

Our approach

  • With the agreed budget, we split the time between ongoing tasks and site improvements.
  • Improvements are identified through a rigorous and ongoing discovery process which includes editorial board meetings, user interviews, user testing and analytics. Our findings are compiled into recommendations of UX changes and content ideas.
  • After presenting and prioritising our recommendations with the editorial board made up of railway industry members, we create a pipeline to deliver content and site improvements over time.
  • Some content is sourced from across the rail industry whilst some is researched and written by us. Partnerships and promotions with railways bodies ensures awareness of the Opsweb extranet remains high.

The result

  • We have added a number of improvements to the extranet, including a news system with tagging to help drive content discovery, a new more intuitive navigation,  a quarterly newsletter that consistently achieves a 50% open rate and various design enhancements to keep the site modern.
  • The close partnership between the client, the editorial board and Content Formula has proven to a winning formula for delivering against the site’s KPI
  • Four years on, we continue to hold the contract even after scheduled supplier reviews and pitches.

Get in touch. Contact our head office in London

020 7471 8500

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