“Do they have the technical wherewithal to deliver the job in full and on time? Do they understand our organisation, our systems, and how to work with our IT teams and security requirements?
Will the design:
These are three important questions, that lead clients to BJM. And usually, they are looking for knowledgeable, experienced operators that work collaboratively and have the technical acumen to positively impact both brand and commercial outcomes to answer those questions.
In today’s world of finance acquisition, things move very fast and people want to seize on opportunities as they arrive – not weeks or months later.
NOW Finance came to us because they needed an app to counter a specific problem. Due to a number of factors, customers were disengaging during the sign-on or application form-filling process, which hurts the bottom line – and reputation – relationship building opportunities. NOW Finance understood this challenge and returned to us after we designed and built their website with an interesting additional challenge.
Could we make it even easier for customers to get what they need from NOW Finance – even if they’re super busy and seeking a financier that could be flexible and helpful during the application process?
In other words, BJM, please help us to:
“Yes” was the answer.
Having worked on the website for NOW Finance, it was time to design and build the complementary app that would deliver on the brief.
Feedback on NOW Finance’s previous application process was underwhelming. Having been sold on NOW Finance’s offer, potential clients were:
abandoning the form when they had to break from the process or were interrupted
frustrated by the subpar user experience
experiencing issues because of problems around personalisation
By conducting user research, by engaging with our existing segmentation data and helping us reassess our customers, not just now, but into the future… That helped us crystallise and articulate who we are and what we offer in a simple and accessible way.”
So having built the website in a previous project, we now needed to design and build what was a very complex application process featuring:
Importantly, all the complexity and functionality needed to sit behind an online form that was absolutely structurally and functionally sound yet simple to work through.
“This was able to take the customer through a much more simplified journey to get them through the door and completing their lending process in a more efficient way.”
To get to that point, we needed to work with NOW Finance’s IT team as well as ensure that security remained a focus. Without that, there’s no trust, no confidence and then very little to no business. So this app, this form was never solely about convenience – it was so much more.
Potential clients saw an easy-to-understand form that delivered on the brand proposition of convenience, seamless processes and rapid responses, with the security and features that are not only desired but demanded.
“Throughout the project, it felt like BJM was part of our team, they understood who we are and where we want to go.
I’d recommend BJM because of their expertise in design and their ability to deliver beyond expectations.”
Behind the form, the design includes functionality that:
“This enabled us to turn around our bottom line by getting more applications in through the door.”
This was an investment in relationship management that began paying dividends right from the launch.
“Probably the smoothest loan process i’ve ever experienced. So easy to deal with, online platforms were easy to use and everything just worked. Customer service were really fast to respond to emails. From initial application to settlement took only 3 business days. Very impressed!”
If your business or organisation relies on ongoing client/customer satisfaction and solutions to challenges regardless of complexity, feel free to contact BJM at ben@bjmdigital.com.au