Car Finance 247
Quote builder and approval portal redesign
Car Finance 247 wanted to help their users build their own quotes after their pre-approval for finance.
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.
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.
A way to fully customise a quote.
It was clear when starting the engagement with Car Finance 247 that they wanted to reduce the reliance on the customer support team for creating quotes for potential customers.
This would have involved a lengthy call with an agent to adjust the quote to the customer’s liking.
But, allowing the customers to adapt their selections freed up time for the sales and customer support teams to concentrate their efforts in other areas of the business.