RCI Financial Services
RCI Financial Services is the financial arm for five of the UK’s leading car brands: Renault, Nissan, Dacia, Infiniti and Alpine.
Renault Finance is a trading name of RCI Financial Services Limited. They pride themselves in offering the top quality services that their customers have come to expect from a specialist motor company.
“Know more about how their customers interacted with the new platform and how conversion could be improved”
Challenges
Following the launch of their new Contract Hire Fleet site, an online platform where customers can apply for finance with Nissan and Renault, RCI wanted to know more about how their customers interacted with the new platform and how conversion could be improved.
“REO began by conducting two days of usability testing, with the goal of unearthing areas of friction within the experience”
The REO approach
REO began by conducting two days of usability testing, with the goal of unearthing areas of friction within the experience. Participants were finance customers, recruited from competitors and RCI, allowing them to draw comparisons between the RCI Contract Hire journey and other vendors.
The first round of research concluded that while the concept of financing online was vital to product growth and customer needs, the journey was fragmented and led to users abandoning the site instead of converting. Ultimately the sessions raised a lot of questions internally regarding the direction of the product.
Expression recognition technology in use at our London research facility.
“RCI decided to pivot the product vision to offer a more streamlined customer journey by better integrating their solution with Renault and Nissan.”
The outcome
RCI, in a strategic move, decided to shift its product vision. The new focus aimed at creating a more seamless and efficient customer experience by deepening the integration of their solution with Renault and Nissan. This pivot was driven by a commitment to enhancing the overall journey for customers, providing them with even greater convenience and value in their interactions with the automotive brands. It marked a significant step towards optimizing the synergy between RCI, Renault, and Nissan.
