REO raised the bar with this project. REO’s ability to transform customer insights into high-quality designs within such a condensed timeframe exceeded all expectations with this project
Nikolina Glamoclija
Head of Digital Strategy and Propositions, LV=
Our Contributions
- Customer Experience Strategy
- Ideation workshop
- User testing
- Logic testing
- Card sorting
- IA analysis
- UX/ UI Design
ElectriX
Challenges
Already holding a market-leading position for Electric Vehicle (EV) insurance, LV= General Insurance took it upon themselves to “take away the hassle” and make EV ownership easy. For this, LV= joined forces with CBVC, Indra, and Flow, to deliver on their common goal – to deliver a best-in-class EV offering.
Achieving this meant unifying their market-leading products under one roof, and so, ElectriX was born. However, designing the ultimate one-stop-shop for EV ownership was no easy feat, the customer experience had to be frictionless, and to help deliver this, LV= turned to REO who were ready to step things up a gear.
The REO approach
Our objective was to make the switch to EVs as seamless as possible, eliminating barriers and uncertainties that customers might face. In providing a customer experience that not only informed and educated customers about the benefits of EVs the experience also instilled confidence and trust in ElectriX as a preferred choice.
Our journey began with a workshop session, where we gathered ideas and input from various Electrix stakeholders. This collaborative approach allowed us to tap into the collective wisdom and creativity of the team. Following this, we got close to the customer with a first round of moderated user testing. Testing this early in the journey served a dual purpose: not only did it provide us with valuable feedback from (potential) ElectriX customers, but it also gave us valuable insights into their initial attitudes, needs and opinions when looking for electric vehicles, while also benchmarking ElectriX’s overall proposition and customer experience.
REO embarked on a mission to create an exceptional customer experience, addressing the main pain points of consumers contemplating the transition to electric vehicles (EVs) while catering to the needs of early adopters. Our approach centred around an iterative design strategy fuelled by collaboration and a customer-centric mindset. By deeply understanding the needs and desires of ElectriX customers and stakeholders, we were able to refine our efforts and implement concepts that aligned with real customer insights and experiences.
Throughout the process, we remained focused on enhancing the customer experience at every touchpoint. We actively listened to customer feedback and incorporated their suggestions to improve the usability, functionality, and overall satisfaction with ElectriX. By continuously iterating and refining our design based on customer insights, we aimed to ensure that every step of the EV transition journey was smooth and delightful for all customers.
Deliverables
Dashboard Login
My Vehicles
Leasing Flow
‘Find My Electric Car’ Quiz
The outcome
Every step of the journey was driven by a relentless focus on the customer experience. Each design iteration was meticulously validated and enriched through continuous user research and logic testing. This cyclical pattern of investigation and development ultimately led us to create the Electrix brand we witness today. Rooted in deep customer insights, this brand now embodies the authentic essence of the modern-day EV consumer.
Through this holistic approach, together we successfully transformed the ElectriX brand into a symbol of excellence and customer-centricity in the EV industry – quite literally driving the customer experience into the future!
In addition to transforming the customer journey, we recognised the significance of exceptional branding and a mobile-responsive design. By adopting this comprehensive approach, we were able to strike a chord with all key stakeholders – the reimagined customer journey, seamlessly integrated with the revitalised brand and mobile-responsive design, resonated powerfully.
The swift and unanimous approval from all key stakeholders demonstrated the collective recognition of the value REO brought to the table. This process only affirmed our commitment to making customer experiences better!
