Digital Product Design
Online Appointment System
Brand
Crikey Camper Hire
Platform
Digital platforms
Work
- Identify the problem
- Establishing key audiences
- Conducting UX Research
- System integration to the CRM
- Content creation (icons, imagery, videos)
- Wireframing
- Usability testing
Crafted with
Since Covid-19 hit us globally and restricted our travel conditions, our market changed, from the international market to the local market. For this reason, our business marketing strategy has also changed. We need to choose the right narrative and strategy related to the new market. With this in mind, we need to inspire, educate and solve more problems.
Challenge
- Our products are 4WD & camper/caravan rental, but for the local market, many of them have their car or 4WD.
- As WA locals, many of them think they know about the road trip life and destination here.
- They are more interested in calling and discussing with us.
- Last minute booking habit, especially for school holidays. So customers expect to speak directly to solve their problem instantly.
the users
Audience : Potential bookers
RESULT
70% leads
01.
Identify the Problem
The problem arose precisely after we realised that our website was performing very well. The visits to our website increased a lot and with the new online quotes feature, many users are starting to try it but almost 90% of them leave the online quote without submitting it.
02.
User
Research
As I’m working internally in this company, research about our User behaviour towards our products and their travel plan culture was conducted mostly in the qualitative UX research methods, such as participatory design, ethnographic field studies and customer feedback.
This research was also supported with data from our CRM system and Fullstory software.
03.
Generate
Solution
Despite our low conversion rate, we receive a lot of calls and contact interactions from the Contact form on our website. Users mostly ask specific questions about their trip.
This is where the idea to create an online appointment system that is integrated with our CRM emerged.
By implementing our brand goal as a brand that offers a comprehensive solution for a road trip in Australia, offering a consultation appointment to our potential customers is the right solution.
Benefit for customer
Customers have the opportunity to schedule
a consultation time with the Crikey team before finally deciding to use the services of Crikey. This will create trust and confidence from our customers to plan their holiday with us.
Benefit for Crikey team
The team has the opportunity to interact directly with potential customers while convincing them to use Crikey’s services. Not only that, Crikey CRM receives more customer data that is voluntarily provided by them and can be used in the nurturing process or any other marketing projects.
04.
Information
Architecture
To tell the Crikey Campers story and tailoring the unique experience for our customers, we had to hook interest without being too technical. So I designed a soft landing with an easy form to fill out and engaging visual.
This approach followed by the perfect automation system to make our life easier by automatically send a confirmation email or text to the user and automatically add the appointment to the Crikey team, as well as adding the data to our CRM.
05.
Touchpoints
This solution will work once we know how to deliver it to the user, that’s why finding the right touchpoint is important so the user can interact with it in an appropriate, relevant, meaningful and endearing way.
I have combined the qualitative data from the CRM, Fullstory, etc, with the customer journey map and persona to help me uncover customer touchpoints on this particular project.
Want to know more about this project?
Contact me.
marthaweruing@gmail.com
I'm a creative strategist and UX designer based in Perth. I often integrating storytelling, design thinking and Human-Centered Design to solve complex problem.
Copyright 2024 © All rights Reserved. Designed and developed by Martha Weruing
I respect and acknowledge the Whadjuk Noongar people as the traditional owners of the land on which I work and live.
