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CASE STUDY · SERVICE DESIGN
UX DESIGN · PROTOTYPING
2024
Starting point
One of the most labour-intensive processes was onboarding leads and scheduling home visits. This was handled by a customer support team, who actively called each lead and went through the onboarding questions over the phone.
Used Tools & Techniques
Using no-code tools such as Typeform and Google Sheets, I created low-fidelity prototypes to automate parts of this process. What started as a small experiment gradually evolved into the standard onboarding process, eventually being used by thousands of leads.
Outcome
A completely redesigned onboarding flow where homeowners can now independently explore the possibilities for making their home more sustainable, without having to speak to a customer support agent first. This resulted in a huge saving on labour and an increased amount of leads going through the onboarding.
