Customer Insight and Web Design Improve CX for an Auto Glass Service Company

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