Marketing, UX and customer experience optimisation

Our involvement with BNP Paribas marked a strategic turning point in their digital journey, particularly in marketing, UX, and customer experience optimisation of their Home Improvements finance solutions. Our streamlined Product Sprints, although briefly intensive, played a crucial role. These sprints are designed to identify, validate, and build new features, fostering rapid releases and ongoing user experience improvements. This approach was vital in addressing BNP Paribas' complex challenges, blending innovation with agility and cross-functional teamwork.

Our work commenced with an immersive discovery session, where we collaboratively developed initial wireframes and a preliminary project plan, or 'strawman', with BNP Paribas. This foundational phase was crucial for aligning our efforts with their objectives, particularly focusing on enhancing their digital finance application process and targeted sales and marketing funnel. By integrating their legacy systems with new digital platforms, we aimed to reduce the lead time for finance approval decisions significantly. This integration was complex, involving many moving parts, yet essential for the project’s success. The process was marked by rapid prototyping, user testing, and continuous iterations to refine the UI and overall user flow, ensuring a seamless and effective sales and marketing funnel.

The impact of our Product Sprints on BNP Paribas was profound. In FY19 alone, we delivered significant UX enhancements that transformed their Home Improvement finance solutions in the UK market. Notably, there was a 102% increase in lead acquisition quarter-over-quarter and a surge in monthly lending by over £1 million, resulting in a substantial boost in funnel conversion rates. Moreover, our channel engagement and marketing consultancy efforts yielded an impressive 10.6% increase in ROI for every £1,000 spent on lead acquisition and PR activities. These results were not just numbers but a testament to the effectiveness of our approach in revolutionising the end customer experience and setting new benchmarks in the financial services sector.