Revamping bookings to improve the customer experience.
What we did:
- User experience
- User interface
- Web app build
- User testing
- Attendent app
- Ongoing support
The original ExCeL parking booking system had been a success, but in places the experience was clunky and it easy to make mistakes. And that meant more staff time spent dealing with enquiries.
ExCeL set us the challenge of improving the customer experience and reducing the booking errors and loopholes.
We scoured the original system looking for areas to improve. We redesigned the booking process, allowing input content to inform the next screen.
We included lots of new features to improve the experience for visitors and ExCeL staff. DVLA lookup allowing the team to use numberplate recognition in future. Even more secure payment processing. A phone app to access booking details. A better CMS for customer enquiries.