I led an agile, multi-disciplinary project team to reimagine Homeserve’s broader customer experience strategy, aligned with their wider business transformation objectives to;

• Deliver a perceptible channel-shift to digital, a marked increase in online conversion rates and improved customer engagement metrics

• Significantly improve the design of the website so that it delivered a more seamless experience for customers across all Homeserve branded products and services (Cover, Repairs and Installs)

• Position digital as the primary channel of acquisition, increasing volumes and better targeting the right types of prospective customers

• Provide a platform through which Homeserve can become ‘Digital First’ and ensure the website is a key contributing factor in the journey to enable this.

Central to the success of the project approach was a ten-week ‘Discovery’ exercise, with customer analysis and engagement at its core, facilitated by a range of quantitative and qualitative research activities including;

• Business and customer research and analysis designed to clearly define current-state journeys and establish key pain points and opportunities for improvement

• Customer journey maps for a range of different customer-types with a view to optimising journeys and transactions across the customer engagement lifecycle

• A selection of MVPs and prototypes designed to test new interaction methods and innovative customer interfaces.

The outcomes from the above activities enabled the team to prioritise short-term improvements to the customer experience alongside a longer-term strategy to deliver a more connected and meaningful experience to customers. Subsequently, the team prototyped, tested and iterated a range of solutions to ensure alignment with both the business objectives and the immediate needs of customers, delivering increased levels of personalisation and a more joined-up omnichannel experience.