Client: Lockton Companies

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"Border Crossing Media get right inside the mindset of your business and its clients, and will work with utter dedication to deliver the results that your business needs."

The challenge

Lockton Companies, the world's largest privately held insurance brokerage firm, wanted to provide their professional service clients with access to key information and services online. To achieve this the internal project team needed to engage with management and operation teams as well as overcome some challenging technical issues.

Our approach


We kicked-off the project with a collaborative design workshop. This was used to identify requirements, risks and areas that required further investigation. Following this we conducted in-depth market research and competitor benchmarking. This helped us to segment customers and map out how and why they were likely to engage with Lockton online.


Our research facilitated the rapid definition of key priorities and desired outcomes. This allowed us to focus on what information and functionality needed to be displayed on each page of the new website. This led to the development of a series of interactive mock-ups that showcased how the new website could work. These were tested by a wide-range of stakeholders whose buy-in was critical to the success of the final deliverable. This allowed us to capture invaluable feedback and ensure that the proposed website was thoroughly tested prior to development.


The interactive mock-ups were accompanied by a technical development brief that clearly articulated what integrations would be required and how these should function. This allowed Lockton's in-house development team to focus on the complex back-end integrations required to surface key client data without the need for numerous costly alterations.

The results

"Border Crossing Media is about as far-removed from a narrow technical services provider as you can get - they bring a wealth of commercial, web and customer-orientated knowledge together - and for me become trusted advisers.

The initial discussions we had with BCM were insightful and frank. Having thought we were simply looking to build a website, I came to realise that the real value for Loc... Read more

Services provided

User experience design

  • Business analysis & strategy
  • Design research
  • Information architecture
  • Interaction design
  • Persona development
  • Planning, briefs & documentation
  • Stakeholder research
  • Wireframing & prototyping

User research

  • Competitor research
  • Customer mapping
  • Qualitative research
  • Stakeholder research