We followed this working process step by step in order to design the best digital experience answering the client brief:
1. Market studies and benchmarking: The French removals market is in constant evolution, with growing demand for reliable and efficient removal services. An in-depth market analysis revealed the need for a platform connecting users planning to move with companies specialising in that field. The comparative analysis identified the strengths and weaknesses of existing similar platforms, providing valuable insight for our own development.
2. User interviews: in-depth interviews with potential users were conducted to understand their needs, their preferences and their pain points when moving. That information was crucial in guiding the design of the platform and guaranteeing an optimal user experience.
3. Defining the user persona: based on interviews and market data, a detailed user persona was developed. Our typical user is an individual or a family looking for a reliable, easy-to-use and affordable removal solution.
4. Defining the key performance indicators (KPIs): Key performance indicators were defined to measure the success of the platform, in particular the conversion rate of B2C users into quote requests, the number of active users, the number of consultations carried out, the various click-through rates at each stage of the journey, the cost per acquisition and the professional satisfaction of B2B users (NPS).
The strategy and product definition phase represented roughly 3 weeks of work.
