CASE STUDY

Frontline

Design of Online Customer Self Service Centre

Objective

The objectives of the project were threefold, reduce the volume of calls for service related queries; provide customers with a choice of where to service their policies; and provide customers with online self-servicing capabilities.

Approach

3rd Time Media approached the design of the self service centre to ensure that the screens retained a functional and practical approach, easy to use, with a contemporary design.

3rd Time Media's creative Director David Chan says "The research played a major role in establishing the right customer experience approach for the design. The 3TM team considered a range of online self-service centres across a wide range of sectors, including retail, telecommunications, entertainment and utilities. We looked for examples of best practise and for the missing elements that would deliver clear and clean approach and ensure that these were part of the our customer experience for the Frontline brands".

Result

"We are really pleased with the designs of the Self Service Centre which will support our customers managing their insurance policies online" says Karen Wilkinson, Associate Director for eCommerce and Aggregation for Frontline. "This is a priority project for each of the Frontline brands and the BGL group as a whole, the benefits and rewards of getting this right are very important to us. Usability research on the designs delivered a high score. This has given us the green light to rollout the designs for each of the Frontline brands, which 3rd Time Media is also supporting."