Car Finance 247 wanted help to create a new customer service portal, so customers could customise their own quote.
The Challenge
Car Finance 247 wanted to simplify its online portal and allow potential customers to adjust their quotes, freeing up an agent's time. Typically, an agent would guide them through a lengthy customisation process on a call.
Wireframes & Prototypes
Car Finance 247 had a lot of existing data and findings to base the initial wireframes on. Information such as usage, customer feedback, and ratings helped point us in the right direction. Knowing what problems their customers had and what they felt would improve the service helped to guide the designs.
Usability testing
Whilst ideas on concepts were being designed and prototyped, they were continually tested to ensure they answered the customer problems. The more testing was done, the more focused the final solution became.
Information Architecture and Signposting
The biggest problem we encountered while researching was that the original application lacked signposting. A user would log into their customer portal and be left to figure out what actions they should take without indicating what was expected of them.
The Results
As we had base metrics to work from, it was easy to measure how much the newly designed customer portal improved on the previous version. Now, customers had the opportunity to customise their plans and were signposted at every step. This had a 3x increase in agreements over the same time period.
