FORS, the Fleet Operators Recognition Scheme, is a voluntary accreditation scheme established in 2008 to drive up standards of best practice for fleet operators. It has been widely adopted with over 4,000 members representing more than 150,000 vehicles.
We were asked to redesign the FORS website – FORS online – to make it easier to find the extensive support and training programmes that help operators attain and retain their FORS accreditation.
Having understood what different groups of users needed, we segmented the website more clearly, re-structured the navigation, and made it more intuitive to find information with more friendly, engaging and consistent copy. Then we tested it with groups of users, making improvements, and worked closely with FORS to hit the launch date.
The new website has resulted in an improved user experience, with less calls to the Helpline and more members maintaining their FORS accreditation. At the same time it is now quicker to find out what FORS is, what it does and the benefits of membership.
What we did_