Your SlideShare is downloading. ×
Taxi fleet plus review 18.10.2011
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Taxi fleet plus review 18.10.2011

244
views

Published on

TFP review 18th October 2011

TFP review 18th October 2011


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
244
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. TFP Website Optimisation Review
    18th October 2011
    Mike Walsh
  • 2. Introduction
  • 3. Introduction
    TFP have a successful business with the majority of the business coming through a network of national brokers, these brokers use the TFP schemes portal to obtain quotes and manage policies online, this was last updated in 2008, advances in technology and website design now allow TFP the opportunity to improve the current offering for the benefit of both users and TFP.
    In 2011 TFP have undertaken a review of its web based solutions with a view to optimizing it’s current offerings using technological and usability enhancements to design a best-in-class online sales and service model
    This report details the findings of that review and the impact that these recommendations will have to a web-based insurance user journey
    Implementing these recommendations will help TFP ensure that the quote and after –sales servicing platform provide the “Best in Class” experience for it’s users
    3
  • 4. The Market Place
    Quote Process:
    Mid Term Adjustments:
    Renewals:
    Claims:
    Accounts
    Housekeeping
    Summary of Recommendations
    The Approach
  • 5. The Market Place
    Stats:
    300,000 taxis in the UK
    Top 3 Competitors:
    LV, Westminster, Sabre
    Top 3 Brokers
    Swinton, Cabshield, A-Plan
    Customers:
    80% of online search via Google and over 30,000 searches per month for taxi insurance TFP do not appear on google
    Social Media:
    Linked-in and Facebook small positive feedback on TFP in forums/blogs
  • 6. The Future Market Place
    Stats:
    300,000 taxis in the UK
    Top 3 Competitors:
    Powerplace, Your Insurance & Simply business.
    Top 3 Brokers
    Money Supermarket, Compare the market & Confused
    Social Media:
    Blogs & Forum’s will be the main reference areas for reviews and recommendations
  • 7. The Quote Process www.tfpschemes.co.uk
  • 8. New Business > The Quote Process
    Current process (min 7 steps)
    Quote>Vehicle Details>Premium> Declaration> Accept>Payment>Deposit>Confirmation
    New process (min 3 steps)
    Quote>Premium> Accept>Confirmation
    For every page you reduce in your process = 10% increase in sales =
  • 9. Site Statistics > 30.09.2011
    15,889 logged onto the TFP home page
    2,842 started a single taxi quote
    1,455 got a quote ( 50% dropped off)
    109 purchased a policy (7.5% conversion ratio)
    IF WE IMPROVED THE DROP OFF RATES BY:
    10% (45%) = 1563 quotes =117 sales=6 add sales and £9k GWP
    20% (40%) = 1705 quotes = 128 sales = 19 add sales and £28.5k GWP
    30% (35%) = 1847 quotes = 138 sales = 29 add sales and £43.5k GWP
    40% (30%) = 1989 quotes = 149 sales = 40 add sales and £60k GWP
    10
    Size of the Prize
  • 10. Portal > Home Page
    Salesmanship:
    No telephone numbers
    Usability:
    Tabs not clear or large enough to assist in navigation on site
    Usability/Salesmanship:
    Home page cluttered no differentiation between volume products.
    Diary, MTA’s, Renewals & Claims not given enough prominence
    Salesmanship:
    This home page is your shop window to the broker network and needs to be changed/updated on a regular basis
  • 11. Portal > Quote Page
    Salesmanship/usability:
    A clear status bar is not displayed at the top to indicate user’s progress through the quote form
    Usability:
    No consistency on lay out of questions.
    Salesmanship/Usability:
    No support functions:
    Contact details:
    Documents:
    i-buttons
    FAQ’s
  • 12. Portal > vehicle page
    Usability:
    Vehicle details takes you to a different page and will confuse the user:
    “Year of Make” not the most intuative starter question for user
    Usability:
    Additional fields appear one by one rather then all appearing on the screen
  • 13. Portal > Premium page
    Salesmanship:
    Price needs to be the highest visual priority:
    Users ’ first action is to hunt for the price.
    Usability:
    No consistency on lay out of information on page
    Salesmanship/Usability:
    No support functions:
    Contact details:
    Documents:
    FAQ’s
  • 14. Portal > Premium page – Add on’s
    Salesmanship:
    Add on’s below the fold should be presented after Premium
    Usability:
    Error message appears if you select “Data Head” add on before inputting any value
    Salesmanship/Usability:
    No support functions:
    Contact details:
    Documents:
    FAQ’s
  • 15. Portal > Premium page - Contact TFP
    Salesmanship:
    Contact Us is an e-mail form no contact details or department telephone numbers
  • 16. Portal > Help
    Salesmanship/usability:
    No content on MTA’S on help page:
  • 17. Portal > Accept quote page
    Usability:
    No consistency on lay out of information on page
    Usability:
    Payment choices should all be presented on the same page
  • 18. Payment Screens
    Portal > Payment page
    Salesmanship:
    No telephone numbers
    No contact options
    No info/help/FAQ’s
    No DDM/Credit card imagery
    No Security imagery
  • 19. Portal > Payment page
    Salesmanship:
    No telephone numbers
    No contact options
    No info/help/FAQ’s
    No DDM/Credit card imagery
    No Security imagery
  • 20. Portal – Payment page
    Salesmanship:
    No telephone numbers
    No contact options
    No info/help/FAQ’s
    No DDM/Credit card imagery
    No Security imagery
  • 21. Portal – Payment page
    Salesmanship:
    No telephone numbers
    No contact options
    No info/help/FAQ’s
    No DDM/Credit card imagery
    No Security imagery
  • 22. Portal – Payment page
    Salesmanship:
    No telephone numbers
    No contact options
    No info/help/FAQ’s
    No DDM/Credit card imagery
    No Security imagery
  • 23. Portal – Confirmation page
    Salesmanship/usability:
    Need to provide a clear confirmation of purchase:
    Make it clear that the purchase is complete
    Re-iterate what has been bought
    Provide access to key product documents and allow printing of the motor certificate
    Spell out any offline next steps
    Provide required contact numbers
    Detail any cross sells – unobtrusively
  • 24. Add On’s/X-sell
  • 25. Add ons – Revenue Potential
  • 26. Mid Term Adjustments
  • 27. Mid Term Adjustments
    Salesmanship/usability:
    Same issues as Quote process +
    • No individual broker details on MTA’s
    • 28. MID not updated automatically
    • 29. No dedicated telephone numbers (Solo team receive MTA calls)
    • 30. No docs or cert issued online
    • 31. 10
  • Renewals
  • 32. Renewals
    Salesmanship/usability:
    Same issues as Quote process +
    Also, no feedback to existing broker when quoted by another broker on TFP quote system
  • Claims
  • 34. Claims
    Salesmanship/usability:
    Same issues as Quote process +
    No process for reporting a claim all handled by Aviva’s claims process/network
  • Accounts
  • 36. Accounts
    Salesmanship/usability:
    No functionality for brokers to see monthly statements
  • Housekeeping
  • 38. Housekeeping - www.tfpschemes.co.uk
    Usability:
    No forgotten password/username functionality
    Housekeeping:
    No Service Level agreements (SLA’s) with current suppliers
    No Disaster Recovery Plan
    No Escrow Agreement with Peter Evans
    No Social Media capabilities (Facebook/You Tube/Twitter/Linked-in)
  • 39. Housekeeping – General - M.I.
    Housekeeping:
    Management of the website should be brought in house:
    No Management Information on main website
    M.I. on Portal limited
    No field level M.I. on portal
    No Content Management System on websites
  • 40. Portal – https:/tfptaxi.peterevans.com/quote/log.in
    Branding:
    URL and copyright should be TFP
    Home Page should follow website look and feel
    Salesmanship:
    Look & Feel should mirror the main website
    Usability:
    No forgotten password /username functionality
  • 41. Current Quote Process
  • 42.
  • 43.
  • 44.
  • 45.
  • 46.
  • 47.
  • 48.
  • 49. Premium Page
  • 50.
  • 51.
  • 52.
  • 53.
  • 54.
  • 55.
  • 56.
  • 57.
  • 58.
  • 59.
  • 60.
  • 61. Payment Screens
  • 62.
  • 63.
  • 64.
  • 65.
  • 66.
  • 67.
  • 68. What does “Best in Class” Look like ?
  • 69.
  • 70. Portal - Home Page screen shot
  • 71.
  • 72.
  • 73.
  • 74.
  • 75.
  • 76.
  • 77.
  • 78.
  • 79.
  • 80.
  • 81.
  • 82.
  • 83. Recommendations
  • 84. Executive Summary
    Quick Wins:
    Provide relevant deptcontact details
    Use web chat to assist users whilst online
    Provide policy issue/documentation at point of sale
    Provide statements online (paperless accounts)
    Redesign the Portal focusing on improving the process and user experience:
    Enhanced user experience for Quote /MTA/Renewal & Claims process
    DVLA Look up ?
    Question set info/error messaging
    Manage the websites and understand visitor activity/issues:
    Bring your main website in-house
    Tag the TFP Portal with a solution that understands user activity/ issues (Session Cam)
    Review current providersSLA’s, Disaster Recovery & Escrow Agreement
    Synchronise all transactions between the portal and VIP’s/VIP’s and the Portal
    Automate MID updates
    81
  • 85. 82
  • 86. TFP Website Optimisation Review
    18th October 2011
    Mike Walsh
  • 87. Forgotten Password