cézar almeida
Work
UI, CX, User Research

LendInvest


Building an omnichannel service that provides the solution the customer looks for in seconds









project details

RoleProject Manager and Creative Direction

Contribution
Research, Project scoping, Producer, Team management, Fund raising, Branding, Conception

Duration
First stage: December/2022 (5 months)
Second stage: March/2023 (3 months)

Used tools
Figma, Salesforce Service Cloud Talkative


Read article about the case
          

project context

LendInvest is a specialised online mortgage lender whose products can only be accessed through an intermediary, such as a broker, network, or mortgage club. Brokers found difficult to find the necessary information for their clients or to complete applications in the online portal. As a result, a high number of phone calls to the sales desk became an obstacle to managing the demand as the business was growing. 



being smart and sustainable
As the business had a robust CRM tool in place (Salesforce Service Cloud), we investigated how we could use its features to provide a better experience to our customers and internal team. The goal was to simplify the process for the customer so that finding information would be effortless. In case of any issues, a support representative would be available to chat and provide the right assistance.



outcome
After understanding how brokers use our website and researching the audience, I collaborated with the development team to build an omnichannel experience integrated with our existing CRM.

This route facilitated how customers would interact with the available content and if still they needed to speak to someone, a chat widget was available.

After six months, we noticed a reduction in phone calls and an increase in online chats, as well as an increase in overall customer satisfaction.










previous: LendInvest website new Information Architecture

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