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Macmillan Cancer Support

Raising the digital experience

As a hugely important and influential national cancer charity, it's vital that Macmillan Cancer Support utilises digital technologies as they come into everyday usage.

Through a range of strategy, research and design interventions, we've helped them deliver their services efficiently to their customers and so much more.

The challenge

Macmillan Cancer Support faced the key challenge of needing to optimise their mobile proposition, as well as ensure users can find the information they needed quickly and easily whatever platform they choose to use. The main objectives of our work have included to:

  • Deliver a full understanding of their online customers, and their requirements
  • Create a new online approach that responds to user needs and improves the interaction, journey paths and conversions on the site so more people are getting the help and advice they need
  • Ensure Macmillan can make the required website changes and measure the success of this crucial investment

Working with Webcredible has given us a clear visibility of who our site users are and what they want. We can now ensure that we and they get maximum value out of the Macmillan website.

Katie Smith, Head of Digital, Macmillan Cancer Support

Our approach

We wanted to make sure that Macmillan would benefit from our expertise in full end-to-end customer experience so their brand promise would be successfully delivered to their online users.

We've delivered numerous projects, working collaboratively with the teams at Macmillan to bring together their organisational goals and user needs. Through in-depth insights & user research and highly innovative user experience design we've ensured that their digital offering continues to be award-winning.

Impact & results

Macmillan Cancer Support saw some fantastic results from the work we've done with them, including a 50% reduction in mobile homepage drop-offs. Their website has also seen a substantial increase in traffic to important areas with an increase of more than 200% in people finding information on financial advice.

Our other clients include:

Retail & consumer

  • Asda
  • Avery Dennison
  • Countrywide
  • Dulux
  • eBay
  • Filofax
  • I Want One Of Those
  • JD Sports
  • John Lewis
  • Lakeland
  • Laura Ashley
  • Liz Earle
  • L'Oreal
  • MoneySupermarket
  • National Lottery
  • PhotoBox
  • Sony
  • T-Mobile
  • VoucherCodes
  • Waitrose
  • Yell.com

Travel & tourism

  • Avios
  • Butlins
  • Cheapflights
  • DFDS
  • easyJet
  • Fly.com
  • Heathrow Express
  • Hostelling International
  • Hotels.com
  • Kuoni
  • P&O Cruises
  • Rail Europe
  • Thetrainline
  • Thomson
  • Transport for London
  • TUI
  • Virgin Holidays
  • VisitBritain
  • VisitOrlando

Financial services

  • Admiral Insurance
  • BNP Paribas
  • Citibank
  • Direct Line
  • F&C Investments
  • Fidelity International
  • Hitachi Capital
  • Investec
  • Lloyds Bank
  • MoneySupermarket
  • More Th>n
  • Piraeus Bank
  • Saxo Bank
  • uSwitch.com
  • Visa
  • Zurich

News & media

  • BBC
  • Channel 4
  • Econsultancy
  • IPC Media
  • LexisNexis
  • United Business Media
  • VideoJug
  • YouView

Business 2 Business

  • ABB Group
  • AkzoNobel
  • BNP Paribas
  • Capita
  • Econsultancy
  • Edenred
  • Experian
  • Fidelity International
  • Hitachi Capital
  • KPMG
  • PC World Business
  • Pearson
  • Pitney Bowes
  • PwC
  • Ricoh
  • Rolls-Royce
  • Saxo Bank
  • Zurich

Charities / non-profit

  • Alzheimer's Society
  • Big Lottery Fund
  • Christian Aid
  • Crisis
  • English Heritage
  • JustGiving
  • Macmillan Cancer Support
  • Mencap
  • National Autistic Society
  • National Housing Federation
  • NPCCC
  • Ordnance Survey
  • Relate
  • Royal Albert Hall
  • Royal Horticultural Society
  • St John Ambulance
  • WaterAid
  • World Health Organization

Local government

  • Bracknell Forest Borough Council
  • Cambridgeshire County Council
  • Camden Council
  • Forest of Dean Council
  • GLA
  • Greenwich Council
  • Hammersmith & Fulham Council
  • Harrow Council
  • Lambeth Council
  • Lewisham Council
  • Portsmouth Council
  • Southampton Council
  • Surrey County Council
  • Tower Hamlets Council

Central government

  • Business Link
  • Care Quality Commission
  • Driving Standards Agency
  • Environment Agency
  • European Commission
  • General Medical Council
  • HM Treasury
  • Identity & Passport Service
  • IPCC (Independent Police Complaints Commission)
  • Land Registry
  • Met Office
  • Metropolitan Police
  • Ministry of Defence
  • Ofcom
  • Transport for London
  • VisitBritain
  • Welsh Assembly Government

Energy

  • BP
  • E.ON
  • EDF Energy
  • Northern Ireland Electricity

Healthcare

  • Care Quality Commission
  • Council for Healthcare Regulatory Excellence
  • General Medical Council
  • Macmillan Cancer Support
  • Nuffield Health
  • Royal College of Nursing
  • South West London NHS Trust
  • World Health Organization

Education

  • AQA
  • Hobsons
  • Learndirect
  • Learning & Teaching Scotland
  • Queens University
  • The Universities and Colleges Admissions Service
  • University of Derby
  • University of Hull
  • University of Sussex
  • University of the Arts London

Contact us

Get in touch with us on 020 7423 6320 or e-mail to discuss your customer experience needs and requirements.

  • Avios
  • Dulux
  • Edenred
  • EDF Energy
  • Heathrow Express
  • Hitachi Capital
  • Hotels.com
  • John Lewis
  • KPMG
  • Laura Ashley
  • London & Partners
  • Macmillan
  • Pearson
  • P&O Cruises
  • RHS
  • Saxo Bank
  • Transport for London
  • TUI
  • UCAS
  • University of Hull

About us

We're a user experience agency (UX agency) that creates people-centred, efficient and delightful digital experiences.

Get in touch on 020 7423 6320

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