As Police Mutual grew their affinity footprint they were reaching more people through more channels

Customer Journey mapping

UX optimisation

Web build

Video

App build and integration

The thought

Let’s make more difference but in the right places

Project

Creating Customer Engagement Zones

 

 

We did

Workshop facilitation and marketing planning, data analysis and scenario planning.

 

Out of this process,we built a model that allowed Police Mutual to look at time, places and channels as ‘customer engagement zones’.

This then determined optimisation of resources to make the biggest impact against objectives.

We did

Multiple educational videos to feed into the customer engagement zones.

 

Project

 

User Experience Optimisation

 

We did

 

Research, working prototype technical build, information architecture and final designs of new forms for six products at the ‘apply to buy’ stage.

Over a 9-month period, we ran primary and secondary research, deploying our own tool, Decision Juice, to determine the current opportunities for improvement in the buying phase of the online experience.

The output was a radical conversational approach to simplify form structure early in the engagement and mimic call centre conversations.

 

The customer is at the centre of this development with unnecessary interaction being pushed further down the apply-to-buy funnel, after trust has been gained.

 

 

The thought

 

Customers want conversations online as well as offline

 

We built

iPad applications to be used at external events, making the data capture experience easy for field agents and customers, as well as integrating with the CRM platform.

 

The thought

Taking it four steps at a time

 

 

Project

Umbraco CMS upgrade through four versions

 

 

We did

 

Technical business case and documentation, information architecture, Umbraco development, back end integration and HTML coding. 

We also took the opportunity to reset the navigation and key page templates in a design brief, in line with initial optimisation recommendations.

 

Not only did this improve the customer experience, but it made for a more efficient admin user experience, saving time and money.

As a digital build partner, we provided a full technical team to re-architect the website through a multi-version upgrade.