CLIENT: DOMESTIC & GENERAL
THE CHALLENGE
Provide repair information
Give customers control
Reduce support demand
I ran unmoderated prototype tests with 8 participants to validate early concepts and identify what customers expected from their repair journey
100% expected to change repair dates, and half expected to see service history
87% could cancel a claim but were confused about the difference between a claim and a repair
These findings clarified MVP priorities and informed the structure of the first release
Customers were able to access repair status and information directly from their account dashboard
Repair status and fault details became a priority, followed by visibility of engineer tracking and service history
Customer preferences shaped the inclusion of annual service details and a simpler cancellation route
Significantly reduced call centre demand through complete self-service
100% task completion for change of repair date and finding fault details
Eliminated manual support for routine repair queries, saving significant call centre costs
Partner repair providers reported similar call centre wins and happier engineers
Eleanor Broderick