Customise our Intuitive User Journey

The British Library, one of the largest and most respected libraries in the world, needed a purpose-designed 360 feedback platform that aligned with how they wanted their users’ 360 feedback process to look, function and flow.

The British Library, one of the largest and most respected libraries in the world, needed a purpose-designed 360 feedback platform that aligned with how they wanted their users’ 360 feedback process to look, function and flow.

Challenge

Although Lumus360’s default user journey is designed to be simple, clear and grounded in best practice, the British Library had several specific requirements to ensure their 360 feedback platform fully reflected internal processes and ways of working. These included:

• Altered feedback group categories to reflect their internal structure
• Clear rules around who identifies feedback respondents
• Adjusted feedback timelines to align with previously established plans
• Amended levels of confidentiality and anonymity to meet internal policy requirements
• A report distribution process that routed completed reports to coaches rather than directly to participants
• Controls over what users were able to see, edit and manage

Solution

Lumus360 worked closely with the British Library to understand the practical realities of how their 360 feedback process needed to run. Rather than making isolated adjustments, the team reviewed the entire user journey end to end, mapping how participants, raters and coaches would interact with the system at each stage.

Through a structured scoping session, we translated the Library’s priorities into a clear set of technical and functional updates. This included designing a user flow that reinforced anonymity expectations and supported the Library’s preferred processes, ensuring that the organisation received a custom 360 feedback solution rather than a standard system setup.

Once agreed, Lumus360’s development team rapidly implemented the changes, updating the 360 feedback platform so that:

• The user journey aligned directly with the Library’s preferred process
• Screen text, imagery, layout and formatting looked and felt authentically ‘British Library’
• Participants and raters experienced a clear, intuitive workflow
• Coaches automatically received reports on their due dates
• Information, advice and prompts appeared at the right moments

These enhancements were completed within just a few days and at no cost to the British Library, ensuring their 360 feedback platform was genuinely best in class.

Outcome

Lumus360 provides a fully managed service for the British Library. However, the user experience looks and feels in every way as though it is a British Library product, while still benefiting from Lumus360’s best practice design, reliable technology and ongoing support. The organisation now runs its complete 360 feedback process on a platform shaped precisely around its preferred way of working.