Case Study:
ISS First Response
Key services
A website redesign that solidified the brand’s positioning and enhanced the user journey for a conversion rate optimised website
ISS First Response is the leading provider of comprehensive transport support services for Australia’s heavy and light commercial fleets. For over 25 years, ISS Response has been providing a full suite of services, including 24/7 incident management, accident assistance, spill containment and more. Their primary vision is to deliver these services to the commercial vehicle industry across Australia.
They engaged Ooze Studios to improve their website’s overall look and experience, as well as to surface their brand purpose and services.
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Challenge
ISS First Response’s original website was difficult to navigate and lacked a clear message, making it difficult for users to engage. Visitors couldn’t easily understand the brand’s offerings or target audience. The homepage was missing essential details, and there weren’t enough supporting pages with relevant information. Additionally, there were no logos or consistent design elements to make them recognisable. These challenges highlighted the need for a complete redesign—reworking the site’s layout, navigation and content architecture.
Solution
Ooze Studios started by improving the website’s content architecture for a more intuitive user experience (UX). In addition to enhancing the homepage, we added key pages such as Solutions, Services, Industries and About. The new structure made it immediately clear who ISS First Response is and the services they offer.
We then reworked the design to modernise its overall look and ensure brand recognition. We positioned their logo at the top to make it the first thing visitors see, and incorporated their brand colours more prominently throughout the site. Working closely with ISS First Response, we carefully selected images that accurately represent the types of vehicles they service. This ensured that the visuals aligned with their services and would resonate with the target audience.
Results
ISS First Response’s national manager Brad Nikolic was so pleased with the result of the website redesign that he left this glowing review: “Great Experience with Ooze Web Design Team! The process was very smooth, and the Ooze Team was very attentive to our feedback ensuring all our suggestions were incorporated before the website went live. I highly recommend Ooze and their team for any web design needs!”
The pages now clearly communicate who the organisation is and what they offer. Its clean design and improved UX now makes it easier for potential partners to find exactly what they need from the website.
Conclusion
A great website should offer clarity, an intuitive UX and a thoughtful content architecture. Its pages should answer the what, how, who and why for visitors. For ISS First Response, clearly identifying the intended audience and tailoring the experience to their needs were key to the success of this project.
