Portfolio – NHBC – b2b marketing agency | Northampton Milton Keynes London

Results

1

Awesome new customer journey

6

Personas identified and mapped

14

Key recommendations made

NHBC

Developing a new customer journey and user experience

NHBC is the standard setting body and leading home construction warranty and insurance provider for new and newly converted homes in the UK. It currently insures over 1.6m homes, with a market share of approximately 80%. Over the course of their history, they have provided warranty for around 7 million or 30% of all homes.

Over time their website had grown organically and had lost sight of the customer journey and user experience. Our brief was to review their existing online homeowner customer journey and make recommendations for improving the website.

The Challenge

Building a rich user experience

The key actions we undertook in this project included:

Reviewing Customer feedback from the feedback system to identify the pain points of users
Mapping out the current online homeowner journey, from finding the NHBC website via search or other 3^rd party websites through to inner pages or form submissions
Identifying and communicating the priority scenarios that users experience
Putting the journey into a sitemap which annotates the options that a user can take
Documenting journey into one report that can be shared with colleagues
Identifying the calls to action required on each page of the website

Solution

After the review and mapping exercise, we identified 16 different components that could be improved for the customer journey to be enriched with faster access to the relevant information required for the key scenarios identified.

A 32 page report was presented to the Digital Marketing Manager clearly highlighting the recommendations which were very well received. Of the key recommendations, NHBC are now busy incorporating them into the overall web build for that richer user experience needed to ensure they stay as the number 1 warrany provider for new homes in the UK.

Services Supplied

– DIGITAL STRATEGY
– CREATIVE THINKING
– CUSTOMER JOURNEY MAPPING
– PERSONA DEVELOPMENT
– USER EXPERIENCE (UI)– GRAPHIC DESIGN
– DIGITAL PRINT
– WIREFRAMING
– RESEARCH

design brief showing the 3 key stages of warranty

“
“Once again, many thanks for your support to date, the digital strategy is exactly what I was looking for and more. We have only had positive feedback from both internal stakeholders and homeowners and we continue to use your recommendations throughout the majority of our website. I really appreciate the quality of your work”.
Digital Marketing Manager, National House Building Council

View more work

NHBC - Customer Journey

Hayter - Web to Print Portal

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WHERE WE WORK

NORTHAMPTON HEAD OFFICE

The East Wing, Burlington House,
Wellingborough Road, Northampton NN1 4EU
Tel: 01604 239 837
Email: nn@beachmarketing.co.uk

MILTON KEYNES SALES OFFICE

Luminous House, 300 South Row,
Milton Keynes MK9 2FR
Tel: 01908 933 775
Email: mk@beachmarketing.co.uk

LONDON SALES OFFICE

10 Brick Street, Mayfair,
London W1J 7HQ
Tel: 0203 457 1190
Email: w1@beachmarketing.co.uk

ABOUT US

We are a highly creative, specialist b2b marketing, design and digital agency working in partnership with ambitious businesses based in Northampton, Milton Keynes and London who have a global footprint. Find out more.