We were asked to deliver a website that would enable customers to book the installation of Smart devices. This was in partnership with other brands offering connected home insurance. AXA provide the installation through their nationwide network of engineers. The key challenge was to keep it simple, design the CMS to be user friendly and operate under the newly introduced GDPR rulings. The CX Mapping from partner to AXA to installer and contractor was vital.
Customers needed to be able to book the installation of multiple products efficiently. This required our careful planning of customer journeys, processes, systems and overall brand experience. To do this we delivered all the planning, wireframes, design and build. Key to this was messaging and reassurance copy – and extensive ‘see if you can break it’ testing. Key to the delivery was to design as a simple CMS that was user friendly and easily enabled AXA to set up duplicate sites for partners that partners could manage themselves. We also provided training and detailed user guides to facilitate handover. The website went live Feb 2019.
Thoroughly though through customer journey. Users are able to book a date for the installation and to give further details to ensure installation can progress smoothly. They then receive confirmation email and texts to do with the engineers visit triggered by the website process.