uSwitch

Changing with better experience

uSwitch, the price comparison and switching service, wanted to support their new brand strategy with a robust customer experience for their online channels.

That's exactly what we gave them, strengthening their new branding with great customer experience design.

The challenge

uSwitch was enhancing its website as part of a brand refresh and new direction and they wanted to ensure they delivered the best possible user experience to their customers to strengthen their new branding efforts. The main objectives of the project were to:

Establish the user experience requirements of target user groups as identified by uSwitch
Understand users' precise needs and goals
Improve the user experience of the site in line with meeting business objectives
Provide a platform for future site strategy and developments

Impact & results

The site developments were undertaken as part of uSwitch's brand refresh, aligned with the new company direction and ensuring the best possible experience for their customers. Changes were made to simplify uSwitch's online service and user research ensured that uSwitch knew exactly what each user group wanted from the site.

Webcredible's user-centred design approach has allowed us to gain a much clearer understanding of our users and help us develop an enhanced site that meets their needs and offers the best possible experience for our customers.

Digital manager, uSwitch.com

Our approach

We carried out a comprehensive customer experience strategy project to help ensure that the uSwitch site developments were focused around the needs of their customers.

Following an insights & in-depth research programme, we designed, deployed and analysed the results to produce a robust strategy and implementation plan for uSwitch. We then went through a comprehensive user experience design phase creating detailed user journeys and page designs.

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