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How a Unique Approach to Strategy Improved the Customer Experience

Iterative strategy and data-based UX and UI for key conversion pages that we worked with the team to carefully monitor and adjust.

What we accomplished

10x

Return on
investment
40%

Increase in client
engagement
YTD

Conversions have
tripled annually

Founded in 1968, TransUnion has evolved to become more than a credit reporting agency; they aim to be a sophisticated, global risk information provider. With a focus on providing the most complete and multidimensional information available, TransUnion strives to advance the industry by facilitating commerce to increase the standard of living for consumers and businesses around the world.

THE OPPORTUNITY

In the ever-evolving, intricate world of credit reporting, TransUnion recognized that a lack of complete and multidimensional information for their customers was confusing the loan process and overburdening their call centers.

To supply their customers with better site experience and more thorough answers to their questions, the company set out to redesign the UX for their contact page and offer a more concise site experience from a design perspective. This involved rethinking the information hierarchy, reorganizing content, and making better aesthetic choices. The goal was to ease the burden on their call center by offering easier access to information and being more deliberate with their FAQ and call options.

“It all comes down to helping [TransUnion’s] customers find answers to the questions they have, whether it’s about their credit or about placing a credit freeze or any of the products they offer. Their customers need to be able to go online and easily find this information.” Ian Palmer, an LLT Group senior designer who worked on the project, said.

Overview

This section should describe what the client / company does in general, and not in relation to this proejct. For example, Google is a search engine.

Challenge

This is the problem the client was facing when they came to us. Should be high-level to give the reader an idea at a quick read.

Solution

To be populated with deteremined solutons and their respective terminology.

Headquarters

City, State

Inline Copy Styles

Nam arcu justo, egestas sed dignissim eget, suscipit sed ligula. This is a hyperlink in the customer story. Cras auctor tempor nisi nec tempor. Cras facilisis, ipsum vel euismod vestibulum, massa nulla aliquam magna, vitae commodo lacus leo et nibh. In justo arcu, varius sit amet quam a, tempus lacinia libero. Nunc efficitur ligula sit amet nulla aliquet suscipit ut non magna. Nunc in ullamcorper diam, et posuere turpis. Maecenas ultricies imperdiet quam, sit amet egestas urna malesuada sed. Quisque tristique orci nec iaculis lacinia. Vivamus magna felis, interdum sit amet gravida eu, iaculis eu leo.

Bulleted List

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Numbered List

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Single Story Page Subheadline

This is a fast break portion that should persuade the reader to become qualified and lead them towards a form or other way of communication. Ultimately it should have some kind of call to action so the reader knows to perform an action.

Praesent tempus maximus nisl, eget egestas neque consectetur vel. Sed cursus tortor at ipsum ultricies cursus. Donec dictum, nisi efficitur mattis iaculis, ipsum eros placerat lacus, a tristique sapien purus ac arcu. Donec vestibulum diam at congue tincidunt. Vestibulum nisl risus, porttitor id euismod eu, mattis a purus. Vivamus molestie, lectus non posuere euismod, mi dui tincidunt quam, vitae hendrerit purus nisl quis urna. Morbi dignissim eget massa sed consectetur. Donec vitae augue id nisl efficitur luctus et nec elit. Curabitur tincidunt lorem quis turpis varius tincidunt. Fusce varius euismod felis, ac bibendum nibh aliquet a. Sed mattis at urna ac viverra. Sed placerat sapien quam, vitae molestie magna euismod sit amet. Aliquam rhoncus risus id erat porta, eget consequat enim rhoncus. Nunc mattis, dolor ac tincidunt lobortis, sapien lectus malesuada erat, ut porta eros risus cursus libero. Pellentesque libero dui, tincidunt a imperdiet eu, lobortis ut nisi.

Single Story Page Subheadline

This is a fast break portion that should persuade the reader to become qualified and lead them towards a form or other way of communication. Ultimately it should have some kind of call to action

Single Story Page Subheadline

Nam arcu justo, egestas sed dignissim eget, suscipit sed ligula. Cras auctor tempor nisi nec tempor. Cras facilisis, ipsum vel euismod vestibulum, massa nulla aliquam magna, vitae commodo lacus leo et nibh. In justo arcu, varius sit amet quam a, tempus lacinia libero. Nunc efficitur ligula sit amet nulla aliquet suscipit ut non magna. Nunc in ullamcorper diam, et posuere turpis. Maecenas ultricies imperdiet quam, sit amet egestas urna malesuada sed. Quisque tristique orci nec iaculis lacinia. Vivamus magna felis, interdum sit amet gravida eu, iaculis eu leo. Donec sodales lorem sit amet nulla imperdiet suscipit. Morbi sit amet rhoncus neque. Ut tempor volutpat nisl id vulputate. Aenean in felis ut lacus blandit luctus quis sit amet mi. Vivamus a magna magna. Sed felis felis, accumsan ac turpis ac, elementum facilisis mauris.

— Jonathan Doe, CEO of Company

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