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.
Overview
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.
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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.
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.
32%
increase in agreements
350
85%
32%
Leads per week
Contact rate
Conversion rate
