Fifteen years of observing customers to the point where clients say “you know our customers better than we do” means you’re in safe hands. We have worked with organizations ranging from multi-nationals, charities and corporates to start-ups and small and medium enterprises (SME).
Customer engagement, sales, satisfaction and revenue all grow regardless of territory, sector or vertical when you uncovering hidden obstacles that prevent growth. This is what we do.
Claudia LAMB - research & new product development
Claudia is an ethnographic researcher specializing in market segmentations and persona development. With a Masters in international conflict analysis and hands-on project experience in more than 10 countries she has both the rigor and savvy to get to the root of what customers need and how to position it.
Andrew Lamb - research & service design
Described as “a formidable evangelist for the customer”, Andrew helps organisations discover their customers’ real needs and how customers view their service offering. The experience is often cathartic. Going further to uncover hidden pain points and identify what “tips the scales” positively is game changing for the C-Suite. “Every organization we’ve met wants to improve their customer’s experience, but most don’t know where to start. We help you begin on day one.”
B2B, B2C, Retail, Education, Financial services, Travel, Tourism, Insurance, Media, Government, Technology, Charity.
Life INSURANCE CLIENT
Challenge: Needed to increase proportion of digital sales versus other channels.
Insight: Potential customers are intimidated, confused & expect it to be painful.
Strategy: Update brand positioning to be welcoming, simple and playful. Serve users by answering their questions and assisting them in answering difficult questions. Create a playful way of figuring how much their family needs.
Result: Average monthly revenue grew 217% within 13 weeks of launch.
CLIENT RECEIVING 300,000 CALLs PER DAY
Challenge: 300,000 unnecessary phone calls per day is unsustainable. A web based “digital advisor” confused people instead of helping them. We were asked to fix it.
Insight: Customers didn’t understand what it offered, how to use it or how to answer questions it asked.
Strategy: The value proposition needed to be presented differently, tone of language and vocabulary needed to change and some difficult parts within the process needed to be redesigned from scratch. We placed a 3-person team who redesigned, rewrote and retested the advisor experience until customers could get answers successfully without needing to call.
Result: Our process was adopted by the client for all future work because 49,000 new customers used within 8 weeks and 42% said it saved them a phone call.
integrate 3rd party product and optimize customer experience
Challenge: Client wanted to integrate a 3rd party product to a high enough standard so it felt like the client’s own product and maximize conversion of enquiries to sale.
Insight: The customer experience was poor. Some mandatory questions were hard for customers to answer, with no help offered, terms and conditions were poorly worded inducing anxiety, visual design was cluttered and didn’t aid customer comprehension or sales conversion.
Strategy: Removed unnecessary questions from process, redesigned the interface from scratch with a focus on simplification, rewrote using clear language and gave the user a sense of control.
Result: Customer conversion grew 83% and average weekly revenue doubled within 6 weeks.
(020) 7096 8944
Digitalworks Europe Ltd
Company No. 6455964
England and Wales
(816) 419 0590
Cloud People LLC doing business as digital.works
Kansas City, MO
(04) 831 9522
Digitalworks Pacific Ltd
Company No. 456964
Wellington, New Zealand