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Southeast Toyota Finance
Analytics, Content, User Experience, Web
The world’s largest independent distributor of Toyotas called upon Signal to audit and optimize their finance website to provide customers with an improved user experience for managing their vehicle leases and loans. Their goals were to improve navigation, fix usability issues, and to personalize content based on where customers are in the life cycle. Our team followed Signal’s user-centered optimization approach to enhance the customer experience (CX).
Step 1: Planning and research
• Analyzed current website performance and identified opportunities
• Put a good measurement plan in place
• Investigated website analytics
• Gathered input from customer data and hot search terms
Step 2: Information architecture
• Audited website content
• Used card sorting for the optimal organization
• Developed a new site map
Step 3: User interface
• Created wireframes to help iterate the design
• Used clickable prototypes to polish
• Used agile design, with the end user in mind
Step 4: Testing and optimization
• Conducted testing with real website users
• Made tweaks for the best possible user experience (UX)
Results: Improved time to task, better navigation and page layout, improved key metrics.