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Customer Insight and Web Design Improve CX for an Auto Glass Service Company


Originally, the auto glass service company partnered with Fusion Alliance to design the two new websites that would increase traffic and implement self-service capabilities. However, we saw opportunities to build customer trust and improve CX by pinpointing the exact needs and wants of their target audiences. 

Project Goal

Understand the Customer Journey 

We wanted to know how customers felt about the existing website, what they wanted to see, and the pain points they experienced that brought them to the website to begin with.  

Our Solution
  • Conducted interviews with existing customers about their experiences and needs.  
  • Created customer personas that would inspire the design process
  • Examined existing websites for how they stood up against competitors 
Project Goal

Build Self-Service Capabilities into the New Design 

Our client wanted to build in self-service capabilities and customer interviews gave us insight into exactly what they wanted from an auto glass service company’s website. We looked at ways we could improve CX while getting quick feedback from the client.   

Our Solution
  • Set a minimum viable product for each initiative
  • Designed roadmaps to implement the MVP to keep Fusion and the client aligned on common objectives and goals 
Project Goal

Deliver Web-Enabled Solutions on an Expedited Timeline 

To hasten time to market, our Agile team knew that working side-by-side with the client’s team on front-end and back-end development solutions would move the project forward quickly without hitting obstacles.  

Our Solution
  • Worked within the client’s existing processes to deliver solutions
  • Planned and executed the project within an Agile framework  
  • Provided training and guidance to the client’s team through the entire process to ensure faster adoption of initiatives
  • Used sprint-based development to deliver features for client review more quickly



Mapping out the customer journeys for our clients' separate personas highlighted exactly what they wanted and expected from the website. We leveraged this insight to eliminate friction points, build in self-service options that their customers wanted, and create a highly engaging, positive experience. 

2 Complete Customer Personas and Journey Maps
3 Major Process Automation POCs
2 Websites Optimized for Customer Satisfaction

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