Savills
The Savills Auction team are leaders in their market, delivering an exceptional, personal service. In order to create the same experience on their website, I lead a project to gain real qualitative customer insight into customers needs and goals, from guerrilla interviews and co-design workshops.
To help improve access to key information, through improving the information architecture of the site and apply a responsive design for an improved mobile experience.
To reduce the key queries the Savills Auction team were receiving before, during and after an auctions, we engaged customers in the process, to validate and identify the reasons for this key information. By understand customer needs and mental models, when it comes to the selling and buying a properties at auctions.
To identify user journeys for key queries and gauge feedback on a range of different concepts for Savills site we invited Savills customers to a one-on-one co-creation sessions. During these sessions we were able to identify potential pain points and opportunities for improvement.
To reduce inbound calls, through the successful completion of self-serviced web queries, by improving the fundability of content within the website.
To reduce inbound calls, through the successful completion of self-serviced web queries, by improving the fundability of content within the website.
“We want to deliver the right information, using the right channel, at the right time”
— Stakeholder objectives simply articulated
— Stakeholder objectives simply articulated
In stakeholder interviews we uncovered valuable insight into the business needs and desired outcomes. We explored the perceived barriers from a business and customer perspective. Which helped create initial concepts to test in the customer co-discovery stage.
The customer co-discovery sessions were with seven potential or current Savills customers, of a mixed age groups. They were conducted over three days in a co-creative facility lasting 60 minutes. These sessions provided key insights into the visibility of key content and the terminology which was been used. It highlighted required improvements to the navigation, structure of the content and been able to better search and filter properties.
By involving customers within the process, it provide the validation and support our recommendations. Which then allowed us to design improvements to access to key information. We improved the information architecture and delivering a fully responsive visual design for an improved mobile experience.
“I am looking for the changes on this page, but it is very difficult to judge when was this last updated”
— First time buyer
Customer-centricity, grounded on real qualitative customer insight, is the foundation of effective digital strategies and the creation of easy-to-use products and services.
The Savills Auction team are leaders in their market, delivering an exceptional, personal service. We helped their desire to improve the fundability of content within the Savills Auction website, to ensure its usefulness best supports the service proposition of the team, and to reduce inbound calls, through the successful completion of self-serviced web queries.
The Savills Auction team are leaders in their market, delivering an exceptional, personal service. We helped their desire to improve the fundability of content within the Savills Auction website, to ensure its usefulness best supports the service proposition of the team, and to reduce inbound calls, through the successful completion of self-serviced web queries.
