Providing self-service surveys to the banking and insurance sectors
Highlights
I researched, designed and developed the entire product, calling on back-end resource when required.
Challenge
Although they successfully deployed millions of surveys a year to the customers of some of the largest banking and insurance companies in the UK, the preparation and sign-off of these surveys was cumbersome for staff.
Each survey was custom-built to the clients specification, approved by their budget holder, then scheduled for deployment to the live environment.
An automated, online solution would be a clear operational improvement. The decision was made to create a solution that would work for our internal survey team, before deciding if this was a feature that could be rolled out to customers to self-serve.
Action
Heuristic analysis and expert review of the current offering, taking in the whole process from first client contact to the code that’s used on the page.
A system of templates is decided upon, with designs being sketched, wire-framed and prototyped ready for review.
The specification was written for the revised product, which needed to include the wide array of features available in the legacy product.
Development began, with selected clients being invited to preview the product for testing and validation.
Output
A shiny set of new survey templates which can be rapidly adjusted to suit clients needs. They display well on devices of all sizes, deliver the same performance with less load on our servers.
Outcome
The high level of automation in the setup process paves the way for users being able to self-serve.
Our clients are pleased with the new look and feel, and the shorter turn-around.
Our customer service team is able to spend less time creating surveys and more time supporting customers.
