Transforming customer engagement Onshore Development

The new website has absolutely transformed the way Sage Pay looks at how digital media can be utilised to engage a customer and guide them along a journey that's personal and relevant.

Sage-pay
Using video and cutting edge UX to transform how Sage Pay engage with consumers

In order to engage people with a subject that could be relatively emotionless we had to transform the way Sage Pay were communicating. To deliver content that was more meaningful to each vastly different persona (consumer, corporate and developer) I had to create an intuitive information architecture and separate the user very early on to create user journeys that were relevant to them, displaying content that solved their individual problems.

Developing and directing a commercial to transform the impact of Sage Pay’s marketing

To bring Sage Pay up to current UX trends they briefed me to produce a mini commercial for the website. I created a script that communicated that key benefits to the consumer, storyboarded the narrative, selected models, voice over and locations for the shoot and directed the whole process through to production. The final product had an immediate impact on the overall success of the site – not only did it look brilliant Sage Pay received 157% increase in sales calls.

ROKi worked closely with the business and technology stakeholders to really refine the scope of the project and to undertake a large planning exercise to give the business a view of what was achievable and most importantly when it was achievable. 

A multi phased plan which focussed on delivering incremental value through a series of releases that would enhance and develop a dashboard that gave line managers the control and flexibility to report on staff performance across a number of key define metrics.  The single goal was to drive better customer experience.

A huge project driven push customer trust and experience to new levels and sustain excellence in all they do.  There is an ongoing drive and determination with Customer Care to push harder and invest in the right strategy and deliver core technologies to realise this ambition.

+157

Increase in sales calls

+92

Increase in conversion

+43

Increase in session duration

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