We have reviewed the flow and article, and have made some amendments, whilst also setting up a startup call with Ian Wetherill, to see what changes we can make.
We propose, moving away from accordions, to a tile based article and using words detailed in the attached pack such as "overdue balance" rather than Debt.
Also just round about making it more clear to follow, there is a pack attached with what we would like to see
Please find the results for the debt and management article amends, where we updated the content and changed the layout:
Name
Debt and management article amends
Hypothesis
If we amend the debt and management article to make it simpler and easier for customers, we will reduce calls into the contact centre
Outcome
FALSE
KPI
Digital transfers
Result
Variation 1
8.86% increase in digital transfers
No significant difference in customers reinstating bill
No significant difference in customers paying their bill
No significance to people answering difficult/very difficult in survey
Variation 2
No significant difference to digital transfers
No significant difference in customers reinstating bill
16.95% reduction in customers paying their bill
70.61% increase in people answering difficult/very difficult in survey
Action
Test Paused
Owner
Ian Weatherill
More Details
See PDF
Changing the debt and management article has increased calls to the contact centre and made no actually difference to customers reinstating their account or paying their bill and in variation 2 actually reduced the amount of customers paying their bill.
Looking into the feedback, I think the issue is the reinstate journey itself, customers have to pay in full and they have to set up a new regular payment option. This might not be an option for a lot of customers, hence they would rather speak to advisor to set up a payment plan etc.
Simplification squad are going to review the reinstate journey in My Account to suggest test ideas for there.
Hi All,
Please find the results for the debt and management article amends, where we updated the content and changed the layout:
Name
Debt and management article amends
Hypothesis
If we amend the debt and management article to make it simpler and easier for customers, we will reduce calls into the contact centre
Outcome
FALSE
KPI
Digital transfers
Result
Variation 1
8.86% increase in digital transfers
No significant difference in customers reinstating bill
No significant difference in customers paying their bill
No significance to people answering difficult/very difficult in survey
Variation 2
No significant difference to digital transfers
No significant difference in customers reinstating bill
16.95% reduction in customers paying their bill
70.61% increase in people answering difficult/very difficult in survey
Action
Test Paused
Owner
Ian Weatherill
More Details
See PDF
Changing the debt and management article has increased calls to the contact centre and made no actually difference to customers reinstating their account or paying their bill and in variation 2 actually reduced the amount of customers paying their bill.
Looking into the feedback, I think the issue is the reinstate journey itself, customers have to pay in full and they have to set up a new regular payment option. This might not be an option for a lot of customers, hence they would rather speak to advisor to set up a payment plan etc.
Due to this, this test has been paused.
Thanks