The research and workshops conducted by REO allowed us to pause, have meaningful conversations with multiple teams and then finally pivot to a more productive direction that was aligned with our long term vision.
RCI Financial Services
Our contributions
- Research Strategy
- Vision Alignment Workshop
- Usability Testing
- User Journey Mapping
- Design and UX Recommendations
RCI Financial Services
RCI Financial Services is the financial arm for five of the UK’s leading car brands: Renault, Nissan, Dacia, Infiniti and Alpine.
Renault Finance is a trading name of RCI Financial Services Limited. They pride themselves in offering the top quality services that their customers have come to expect from a specialist motor company.
Challenges
“Know more about how their customers interacted with the new platform and how conversion could be improved”
Following the launch of their new Contract Hire Fleet site, an online platform where customers can apply for finance with Nissan and Renault, RCI wanted to know more about how their customers interacted with the new platform and how conversion could be improved.
The REO approach
“REO began by conducting two days of usability testing, with the goal of unearthing areas of friction within the experience”
REO began by conducting two days of usability testing, with the goal of unearthing areas of friction within the experience. Participants were finance customers, recruited from competitors and RCI, allowing them to draw comparisons between the RCI Contract Hire journey and other vendors.
The first round of research concluded that while the concept of financing online was vital to product growth and customer needs, the journey was fragmented and led to users abandoning the site instead of converting. Ultimately the sessions raised a lot of questions internally regarding the direction
of the product.
Expression recognition technology in use at our London research facility.
Deliverables
Lorum Ipsum
Product vision
alignment workshop
“The workshop culminated with a defined vision and direction the product needed to take.”
With all key stakeholders in the room, REO conducted a gap analysis exercise to:
As part of this, we discussed in-depth the barriers to success and how to remove them, as well as reveal any assumptions the team had that could risk leading us down the wrong path. The workshop culminated with a defined vision and direction the product needed to take.
Product vision
alignment workshop
“The workshop culminated with a defined vision and direction the product needed to take.”
With all key stakeholders in the room, REO conducted a gap analysis exercise to:
As part of this, we discussed in-depth the barriers to success and how to remove them, as well as reveal any assumptions the team had that could risk leading us down the wrong path. The workshop culminated with a defined vision and direction the product needed to take.
The outcome
“RCI decided to pivot the product vision to offer a more streamlined customer journey by better integrating their solution with Renault and Nissan.”
RCI, in a strategic move, decided to shift its product vision. The new focus aimed at creating a more seamless and efficient customer experience by deepening the integration of their solution with Renault and Nissan. This pivot was driven by a commitment to enhancing the overall journey for customers, providing them with even greater convenience and value in their interactions with the automotive brands. It marked a significant step towards optimizing the synergy between RCI, Renault, and Nissan.
