Case study /

DLC Cross-channel customer payment portal Financial woe and getting into debt can be one of the most difficult and embarrassing situations a person may have to deal with. Cyber-Duck partnered with dlc, the UK’s leading debt recovery firm who manage collections on behalf of many renowned FTSE100 clients.

OBJECTIVES

STRATEGY

We were challenged to empower their users:

Inspired by dlc’s customer-centric ethos, we

helping them take control of the unfortunate

drew on our technical expertise and accredited

situation, by creating an unobtrusive, stress-

user-centred design process to create a

free way to manage financial repayments. The

tailored, effective payment portal. Drawing on

result was mydlc, an award-winning, user-

meticulous persona research, the needs of dlc’s

friendly, payment portal that offers a range

customers were at the forefront of each and

of simple (yet effective) payment options, for

every design and development decision.

users to manage and resolve debt easily online. Our objectives included: Our objectives were: __Increase user-friendliness, making users feel more in control of what can be a difficult situation.

User testing sessions analysed and validated the need for and usability of each feature; we combined eye tracking with user interviews to understand the user experience from end-toend and therefore ensure key tasks could be completed with ease.

__Empower customers, by offering a variety of flexible options to manage and resolve their debt. __Streamline business processes, as all future communications would encourage customers to benefit from the portal. __Ensure security and performance across devices, as mydlc would be processing highly sensitive information.

Using the Laravel framework, a custom backend system was developed to fully integrate and communicate with dlc’s internal CRM and IT systems. In relation to personal data security, PCI DSS compliance was assured by building a robust, secure platform on the cloud, fully integrated with SagePay as the payment gateway.

UX UK

66% rise

75% rise

award winner for best

in revenue

in online transactions

transactional experience

OUTCOMES The new payment portal helps customers

The portal achieved impressive performance

manage their own account, by offering a range

metrics. With a 75.2% increase in the amount

of options to resolve debt in the best way for

of online transactions, there has been a 66%

them.

increase in revenue generated in the first

Rewarding excellence in user-focused digital design, the portal won a UX UK Award for the ‘Best Transactional Experience’. The win recognises our dedication to simplifying the complex transaction into a welcoming,

seven months. This even rose to a 122.5% increase, when revenue peaked in a busy period between January and March 2014. Here, transactions rose by 150.7%, and revenue by 133.2% on mobile.

empowering experience for users. We were

“Cyber-Duck has done a sterling job in producing a first class website for us.”

even chosen as a finalist for a further award, for creating the ‘Best Effect on Business Goals’.

Mark Whale Senior Business Development Manager, dlc

CONTACT US PHONE - +44 (0) 208 953 0070 EMAIL - [email protected]

Hertfordshire office

London office

Elstree House, 12 High Street

85 Cowcross Street,

Elstree, Hertfordshire

Farringdon, London, EC1M 6PF

WD6 3EP, United Kingdom

United Kingdom