Analysis and evaluation
Conducting an in-depth UX evaluation of the existing journey to understand opportunities for improvement
Stakeholder engagement
Collaboration with stakeholders and subject matter experts from across the business provided a wealth of knowledge and experience and ensured all changes were aligned to business needs, would meet regulatory requirements and reduce contacts.
Competitor Analysis
Understand what others are doing within the industry and beyond allows us to meet and exceed customer expectations. Providing a level of familiarity to give the customer confidence while delighting them with something extra.
Identifying key areas for improvement
Building a vision outlining what out ideal customer experience and then breaking it down to a series of low impact changes that would reduce risk and deliver improvement faster. Each time taking us closer to our ultimate vision.
Design and prototyping
Hi-fidelity designs of the full end-to-end customer incorporating all changes
Measuring and refining
Maintaining a continual feedback loop with stakeholders and regularly monitoring the impact of each change enabled us to refocus and reprioritise when required.
The bigger picture
Always having an eye on the north star designs which will continue to adapt and evolve as we implement every change, bringing new data and insights.
