A financial provider needed to review the billing facility in their app, to deliver an improved user experience.
Verve created a new approach, using a hybrid of online qualitative insight and user experience techniques to get under the skin of the proposition.
The approach allowed us to use an iterative ‘test and learn’ method: meaning we could ask, learn, pause, reflect, and then ask again.
We were able to drip-feed insights back to stakeholders as they emerged and then add new questions based on what we’d discovered.
Covering a three-month journey with customers, underpinned by monthly ‘check-ins’ to understand triggers and barriers to use, we delivered:
-Delivered analysis of app usage, ‘in the moment’ consumers were using it
-Several iterations of feedback direct to stakeholders, driving focused areas for development
-Recommendations on how communications should be framed to maximise take-up and making savings when switching products – leaning to increased sign-ups and engagement
Improving the app UX created efficiencies in how customers compared prices of services, helping them to save money.