Cingo, a pest prevention and home security company.
A strategy was need for new customer acquisition funnel and an intuitive customer experience.
Problem Statement
After listening to dozens of customer service calls, it was clear the two points concerning their customers:
"Help! I have a bug crisis!"
"How much do you cost?"
These two points served as the basis for our omnichannel strategy.
Optimizing for performance
Cingo's complicated sitemap made it difficult for their customer support team to guide customers to the right content.
After we optimized their sitemap, the page count drop to a third of its original count.
Creating an ultimate customer experience
For most, bugs are an icky topic. What's worse - when the bugs are in your home. Adding to the stress was a cumbersome questionnaire for customers to complete.
Working with stakeholders, we identified ideal customers - then worded the questions in plain english for customers to understand.
The result was a quick questionnaire that increased Cingo's CSAT score from 54% to a whopping 76%!
Slide 1
Customer Experience Wireframes
Visualizing the Experience
Our research was the blueprint for the wireframes, look and feel, and the customer experience. Even the marketing team took our lead and incorporated our work into their promotions.
On average, customers spent less than two minutes to find what they needed.
The revised experience lowered customer service calls, filtered the preferred customer-types, and helped marketing create more targeted landing pages.
Slide 1
Design Layouts & Animations
  • Improved CSAT score from 54% to 76%
  • Reduced customer service calls by 48%
  • Improve the customer experience with a 15% increase in return new customers
  • Mobile bounce rate reduced from 68% to 43%
Client Feedback
"Working with Joey was a fun experience. He is committed to his work and produced high fidelity prototypes that were very valuable for the development process, but more important than that are his personal qualities. He's easy going, welcomes criticism and uses it to improve his work, adapts to shifting circumstances, and manages stress and tight deadlines without problems."
  • Manuel Rueda Iragorri
    Director, Software Engineering at DoubleVerify
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