Empowering Growth Through Technology
Delivering Cutting-Edge Web and Database Solutions
Client
Kane International Limited
Locations
Manchester
Services
UX/UI Design
Web Development
The Situation
Established in 1963, Kane International is the UK’s leading manufacturer of portable test and measurement equipment, including flue gas analysers and combustion meters. Known for their innovation and precision engineering, Kane needed to modernise their digital infrastructure to better serve their customers and adapt to evolving business needs.
Problem
Kane’s static HTML website had become an increasing burden to manage, limiting their ability to provide dynamic support and interact with customers effectively. They also required a dedicated support portal with advanced features like downloads, technical literature, a knowledge base, and a fast-response ticketing system for client inquiries.
Solution
Juicy Media developed a Joomla! CMS website tailored to Kane’s branding and business objectives. The solution incorporated product pages, FAQs, customer surveys, and distributor listings. Additionally, a support portal was created with robust features, including a ticketing response system and sub-branding capabilities for primary customers. A complete bespoke database management system, built using the Laravel framework, was implemented to streamline service processes and improve operational efficiency.
Results
The new system revolutionised Kane’s service and repair processes, enabling 24/7 operation and enhancing profitability. The websites have been maintained at a high standard, requiring minimal external support. Kane has continued to grow, leveraging Juicy Media’s services to support internal database servers and explore future upgrades. This partnership has empowered Kane to remain a class leader in their industry.
Visit Kane International Limited
Goals
- Modernise Digital Presence: Redesign Kane’s website with a contemporary, professional aesthetic that reflects their expertise in portable test and measurement equipment. Ensure the design aligns with their brand identity and provides an engaging, user-friendly experience across all devices.
- Streamline Customer Support: Develop a robust support portal that includes features such as downloadable resources, a knowledge base, and a responsive ticketing system. The goal is to make technical support and product information easily accessible to Kane’s diverse customer base.
- Enhance Operational Efficiency: Implement a bespoke database management system to optimise Kane’s service and repair processes. This system should integrate seamlessly with existing business workflows to support 24/7 operations and improve overall productivity.
- Strengthen Brand Identity: Create a cohesive digital presence that reinforces Kane’s reputation as a market leader in portable testing equipment. Incorporate consistent visual elements, messaging, and design elements that highlight their innovation and commitment to quality.
- Support Growth and Scalability: Build a digital framework that not only meets Kane’s current needs but also provides scalability for future growth. Enable easy updates, efficient content management, and integration of additional features to adapt to evolving business demands.
- Drive User Engagement: Design an intuitive interface that encourages visitors to explore Kane’s product range, support resources, and company offerings. Include interactive elements and clear navigation to create a seamless and informative user journey.
Target audience
A successful UX/UI design and digital strategy for Kane relies on a deep understanding of their varied target audience.
The Importance of Identifying Our Target Audience
- Relevance and Usability: Kane’s digital transformation was guided by a clear understanding of their diverse audience. Key user groups include industrial professionals in heating and ventilation sectors, automotive specialists requiring emission analysis tools, and engineers seeking advanced testing equipment for gas and combustion measurements. By tailoring content and features to meet these specific needs, the new website and support portal deliver highly relevant information, facilitating quicker access to technical resources and informed decision-making.
- Enhanced User Experience: Understanding the behaviours and preferences of Kane’s varied customer base was crucial in crafting an intuitive digital experience. We designed user-friendly navigation and well-structured content to allow visitors to efficiently explore Kane’s offerings. Whether a technician seeks detailed specifications for flue gas analysers or a distributor needs customer support resources, the enhanced interface ensures seamless interactions, reducing frustration and boosting engagement.
- Effective Communication: Insights into Kane’s audience guided the creation of targeted messaging that speaks directly to industry professionals. The content strategy emphasises Kane’s technical expertise, product reliability, and compliance with international standards, ensuring even complex technical details are easily understood. This clear and persuasive communication strengthens Kane’s reputation as a trusted partner across multiple sectors.
- Market Expansion and Loyalty: Identifying and addressing the unique needs of Kane’s target audience supports their growth objectives. The new digital platforms not only engage existing customers but also attract potential clients by showcasing Kane’s industry-leading solutions and innovative approach. This targeted strategy positions Kane to expand market share and build lasting relationships within their key industries.
 Logistics Managers |  End Users (Customers) |  Customer Support Team |  Partners & Distributors | |
|---|---|---|---|---|
Situation | The company needs to modernise its digital infrastructure to stay competitive. | Customers rely on the company’s products and services for their own work or business. | Handles inquiries, troubleshooting, and technical assistance. | The company has a network of partners and distributors who rely on accurate information. |
Challenges | Balancing the need for innovation with budget constraints and operational disruptions. | Difficulty finding up-to-date product information and accessing support. | Managing support tickets and customer inquiries with outdated tools. | Accessing real-time, centralised product and pricing information. |
Goals | Improve operational efficiency and streamline business processes. | Access a user-friendly platform for product details and support. | Implement a robust ticketing system and improve support response time. | Provide a streamlined portal for easy access to product details and updates. |
Objections | Concerns over potential downtime or disruptions during the transition. | Resistance to change or adapting to a new digital interface. | Reluctance to learn new systems and adapt to new workflows. | Concerns over ease of use and ensuring access to partner-specific content. |
Values | Innovation, cost-effectiveness, long-term growth. | Convenience, reliability, and responsiveness. | Efficiency, customer satisfaction, and problem-solving. | Collaboration, accessibility, and transparency. |
Empathy Maps
Executive Leadership
says
“We need to modernise without disrupting operations.”
does
Reviews project plans and approves budgets.
thinks
“This change must bring measurable results without interrupting our operations.”
feels
Cautious about risks, but optimistic about the long-term impact.
End Users (Customers)
says
“I just want to find what I need quickly.”
does
Searches for product details and downloads manuals.
thinks
“Why is this information so hard to find?”
feels
Frustrated by poor navigation, hopeful for a better experience.
Customer Support Team
says
“We need a more efficient way to handle requests.”
does
Manages support tickets, assists with troubleshooting.
thinks
“A streamlined system would help us serve customers faster.”
feels
Overwhelmed, but hopeful that a new system will ease workload.
Partners & Distributors
says
“I need better access to up-to-date product info.”
does
Reviews product catalogs and places orders.
thinks
“Will the new system make it easier to access the details I need?”
feels
Skeptical of changes, but eager for faster access and better support.
Key Takeaways
The project demonstrated the importance of aligning digital solutions with the needs of diverse stakeholders. By addressing core challenges and introducing tailored functionality, the new platform transformed operations, enhanced customer experiences, and provided scalable solutions for future growth. This collaboration highlights how strategic design and technical innovation can drive efficiency and improve user satisfaction.
Understanding Stakeholder Needs
Engaging with stakeholders revealed the specific pain points and priorities of each group, from executive leadership seeking operational efficiency to customers needing intuitive access to technical resources. Addressing these needs ensured the project delivered meaningful and targeted outcomes.
The Value of Modern Systems
Transitioning from outdated systems to a dynamic, feature-rich platform revolutionised workflows and improved service delivery. The new tools enabled streamlined processes, better resource management, and a significant boost in operational efficiency.
Customer-Centric Design
Prioritising the end user led to an intuitive interface and easy navigation, allowing customers to find resources quickly and efficiently. This focus on usability reduced frustration, increased engagement, and strengthened overall satisfaction.
Scalability and Future-Readiness
The solution was designed with scalability in mind, providing a foundation for future growth and adaptability. Whether through system updates, additional features, or expanded support, the platform is equipped to evolve alongside business needs.
