Autoglass® Multichannel booking process

Complex challenge

Autoglass® is the UK brand name of Belron®; the world’s biggest automotive glass repair and replacement firm. They asked us to help design a best-in-class multichannel booking process, where the customer self-diagnoses their problem using multiple choice questions, to improve the experience and subsequently drive up conversions.

The challenge was to simultaneously redesign the booking process across all channels, and not just produce a mobile booking channel without any thought for its integration.

Our elegant solution

Guided by the set of customer experience principles developed from international research, the team generated ideas around the Belron® service, offering to create new concepts for their multichannel booking process.

Iterative touchpoint prototyping and proof-of-concept testing moved the work from early ideas through to prioritised designs ready for build. This approach meant that the whole project team could feel confident that the design was on-track for delivering the right results. Results were optimised through funnel work and multivariate testing.

The impact on business measures was profound from both a qualitative and quantitative view. Indeed, the project scooped an innovation award for the Belron® eBusiness team in 2011.