HomeServe UK's library needs to appeal to a mixed audience ranging from directors to front-line agents. It is important that they engage initially and continue to find information quickly and easily. The overriding message to communicate is "Effortless Customer Experience" - throughout the customer journey.
The design is based on a typical city underground and relating back to a recent internal campaign that used the same visual theme. Also, they kept in mind that, with potential future global use, the design is the more international "metro" as opposed to London Underground.
They have opted for a click system with entry points (level 1) as stations/stops on the tube map, which will click through to sub department options (level 2) and again through to maps and documents (level 3). In addition, they have incorporated a 'Top 10 Processes' facility.