Improve CX with Engaging Web Design | New Era Technology

Written by New Era Technology | Jan 20, 2023 5:00:00 AM

Solutions

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

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