Health-on-Line wanted to reinvigorate their online presence in line with their plans for continued growth. As part of the user experience phase, we were also asked to document the end-to-end customer journey, from the site through to the contact centre, making recommendations for improvement.
An Umbraco CMS formed the foundation for the site whilst integrated quote forms and unique partner landing pages were designed to simplify the UX. A number of data sources, as well as call listening and customer research techniques were brought together to document leakage from the application funnel.
- 10% like-for-like improvement in application conversion
- 52% decrease in quoted but ‘not taken up’ policies through improving communication at specific times in the application
- End of policy retention was improved from 80% to 92%
“Fireworx’s creativity, planning, business acumen, digital capabilities and communication skills convinced us that they could significantly improve our marketing activity and support our growth. Since we launched, we have seen a 10% improvement in conversion on the website”