Kingspan UX Design


Product Manager, UX Designer, Web Developer, and Digital Designer. Best practice research, project manager, user research, wireframing, prototyping, and client proposal presentation.


Kingspan determined that the current plant tour did not fully utilize the opportunity to present the brand in the best light to their clients and guest. Therefore, the Kingspan tour update sought to refine and upgrade the tour experience. One of the pain points was scheduling the plant tours, and this process was the core part of this project to create an app that could alleviate the difficulties that Kingspan had in scheduling plant tours.


Kingspan Insulation United States as a division wanted to increase the visibility of their little know sales tool, the plant tour. This initiative centered on creating a streamlined, focused plant tour and a newly constructed plant tour app to facilitate tour scheduling, follow-through, and feedback. This project was highly multifaceted. As the project manager of the plant revamp and the UX designer for the application, there were many components under my purview. 

Kingspan Insulation’s sales team traditionally had a problem keeping up with and scheduling plant tours for the Winchester, Virginia plant. The sales team would like an automated system to share with their clients and prospective tour-goers. This system needs to alert all involved parties of the tour schedule, facilitate the booking of the tours, and allow for feedback and post-tour lead generation. The corporate team would like to exponentially increase the ease of booking a plant tour, increase the number of plant tours to 20-30 a year and increase visibility and knowledge of the Kingspan brand. The Winchester plant team wants a system that will allow them to schedule team members to conduct tours, know when visitors are coming in, and track the tour participants throughout the entire process.


Kingspan Insulation’s sales team is facing difficulty in keeping up and scheduling plant tours for the Winchester plant. Users are frustrated and disappointed with the plant tour process. There is no central reservoir of appointment data for the users to see the tour schedule and information. The overall strategy does not work for the clients, the plant staff, and the internal employees (ex., Sales Reps, Plant employees, and Corporate).


As a UX Designer, my approach to most design projects starts with the following process:

  1. Identify The Problem
  2. Research and Interview
  3. Set Goals
  4. Personas
  5. Sitemap and User Flows
  6. Wireframes
  7. User Testing
  8. UX/UI Mockups

Due to the nature of this project, my approach was to break out the design for the app into three phases pre-tour, tour, and post-tour. I chose to address the pre-tour experience first. This phase includes the client experience from initial contact to arrival at the tour plant. In addition, there was a pressing demand for a company-wide shared calendar where all the employees in the plant, sales, and corporate could see the plant tours that have been scheduled.

Secondly, there was a desire for the sales team to interact with the app. They wanted to send reminders, check on statuses, and view the bookings for hotels, flights, etc. Finally, to facilitate the customization of the plant tours, I suggested setting standards and processes and different tour types; Learning, Assessment, and Teaching tour types were proposed and adopted.

Lastly, I included a few pre-tour deliverables for the app. In addition to the calendar function, I also added the following:

  1. Visitor & Sales email component
  2. Scheduling
  3. Welcome package scheduling
  4. Vendor agreement integration
  5. Customer database integration
  6. Feedback form


Since this project would touch multiple departments and involve outside users, I decided to do some external surveys and internal and external focus groups to understand what the end-users viewed as the main goals and how they thought the app should work. I surveyed a small group of customers to get their idea of what they would want for a tour app. We also surveyed internal employees at the plant, in sales, and at the corporate headquarters to get an idea of everyone’s role in plant tours and what they wanted to see with the new app. Lastly, a steering committee was created to resolve issues beyond my jurisdiction.

The external surveys provided a means to have informal conversations with end-users. This also allowed me to gather a subset of the recipients to volunteer for testing the app. The external survey results revealed that most customers didn’t have high expectations for a plant tour. In addition, many of them didn’t know that a plant tour was an option, so there was a chance to increase visibility for the tours. This information presented an opportunity to create a tour and application that could change the client’s expectations.

Using the findings from initial external surveys, I was able to conclude the following:

  • Of the users surveyed, 88% were Apple iPhone users vs. 12% Android.
  • There was a 6% group that was not interested in adding another app to their phone even if it was going to facilitate the ease of booking a plant tour.
  • The gender makeup of the surveyed group was 87% Male & 13%, Female. 
  • 78% of the respondents didn’t know that Kingspan offered a plant tour.
  • 23% of respondents would be interested in scheduling a plant tour.
  • 32% of respondents felt the Kingspan Corporate website was difficult to navigate and frustrating to find information on; they were concerned about the useability of the app.
  • The most requested feature was a scheduler with a push notification feature for the tours.

The internal feedback was detailed and presented many “wants” and “needs.” One of the consistent points was that there needed to be visibility for when the plant tours were scheduled. There were instances where someone would organize a plant tour, and because no one knew, there was no one available to give the plant tour.


Persona One

Taking the survey and focus group findings into consideration, I established the goals and functionality of the app. With this information, I created some personas that would allow me to keep the target users in mind during the sitemap and user flow processes. 


After receiving the survey results, I provided the client with a user journey and proposal to walk through the information architecture for the customer experience in the app.

Kingspan Plant Tour App User Journey

I proposed some solutions that I believed would assist the client in getting through the first phase of the design. There was a requirement to schedule the tours in 45 – 1:15 time frames. I set the calendar up to provide 15-minute incremental selections. To get more clients and community visibility, I suggested the following:

  1. Incorporate an email component that the sales team and the customers could utilize. This component would allow visibility for changes and messages back and forth.
  2. I designed a function that would allow all those who have access to the app to have personal accounts. This function allowed the sales team to see the customer, the total cost of the tour, hotel stays, airline arrivals, and all other information that would help create a memorable experience.
  3. If someone didn’t want to utilize the application, there was also a website where the client could book the tour and get additional information about the process needed on their end.
  4. During the creation of the user journey map, I discovered that they would need someone to ensure that someone from the plant achieved most of the deliverables, so I also added another category of user that would be the point person on the plant end to check that the app completed all the back-end work.
  5. The design needed to stay on brand, so I observed all the corporate colors and brand standards during the app and website setup. 

This project depended on wireframes, prototypes, and multiple mockups that focused on specific agenda items. Finally, this project’s user journey map helped everyone look at the user flow from start to finish. Due to the scale of this project, there were multiple changes to the user journey, but I eventually got to the point of completion.


This project is one of the first projects where I changed how I created my wireframes. I abandoned the pencil and paper and sketched out the wireframes with my iPad and Procreate. I could spend a whole page on the Procreate app but let’s say that I may not be using pencil and paper for wireframes again. I sketched out a few users flows that served as my roadmap to focus on this app’s plan, goals, and vision.

As a self-proclaimed Apple fanboy, I pulled most of my design cues from Apple’s Human Interface Guidelines. I sketched a design in line with that aesthetic to make navigation and experience easy and familiar.

Kingspan Plant Tour Wireframes


I created a prototype from the wireframes with Figma. I provided the initial prototype to the internal stakeholders to ensure that all the required features were in place. I did not tell any participants anything about the application or the user flow. I provided them with five tasks to complete in the app and let them have it. I also enabled commenting to provide comments on areas they felt needed improvement and attention.

The most frequent comment was how easy this app was to navigate. Due to it being an early version, some of the other words referenced not yet implemented features. In contrast, there was great feedback, some of the areas where there were difficulties revolved around some of the modals and slide-ins. One of the surprising areas that I thought was interesting was the comments on the loading page. 

I created an animated throbbing graphic treatment for the loading page, which didn’t last more than three seconds. Many respondents felt that the visual and the page were distracting and offered no inherent value to the page transition. Another comment pushed for the loading text to be removed and have the logo animation.

Lastly, there was some pushback on the look and feel of the initial calendar and scheduling widgets/areas. I initially used an older calendar design, so I made it a point to update it to more closely align with Apple’s Human Interface Guidelines when I got feedback from the external users.

Calendar Before and After
Kingspan Plant Tour App Calendar Before and After

The feedback from the external users was in line with the internal stakeholders. I received many compliments on how simple the navigation was and how good the app looked and performed.

I performed two rounds of testing for this application. In the end, the feedback and suggestions assisted me in designing an app that addressed the needs of Kingspan’s plant tour initiative.


Click the image to see full-screen versions of the App Screens!

Kingspan Plant Tour App Mobile Screens


This project for Kingspan’s plant tour application was enormous and had many touchpoints and deliverables. It spanned multiple mediums and had a six-figure budget. As the product manager and UX designer, I worked with various departments and teams, which was a great experience. Lastly, I created an international organization app that assists the corporate, sales, and plant teams. Not only did I perform project manager, product manager, UX, and digital design duties, I was able to create something that filled my love of UX design and my desire to create something memorable.

DRT Footer Logo