MotoNovo Finance is one of the UK’s fastest growing independent finance companies provide vehicle funding options such as Hire Purchase (HP) and Personal Contract Purchase (PCP). The Client provides a self-service mobile app and web-portal to customers called, ‘MyMotoNovo’ which is a personal online dashboard offering a range of features such as check balance, change address, make a payment, etc. Turquoise were commissioned to conduct research in order to advance understanding of how MotoNovo Finance could improve its customer experience and to be better positioned to cope in an expanding competitive market.
- To establish customer perceptions and experiences of using MyMotoNovo and verify what customers are using the portal for and their preferences.
- To explore how MyMotoNovo compares to other provides and determine how the client should develop the portal in terms of additional features.
Phase one of the research consisted of an online study with a nationwide sample of MotoNovo Finance customers. In total, we conducted over 800 quantitative online interviews. The second phase of the research was focused on the actual experience and usability of the app and web portal and took the form of a Turquoise Web Community, an online qualitative research platform with a social media type functionality and layout. Given the positivity of customers towards the platforms, they were encouraged to assume the role of an app/web developer and be hypercritical where possible, which produced some really thoughtful and imaginative responses.
Turquoise were able to establish the key motivations for using both the app and the web portal and capture customer perceptions of each platform. A potential range of new services and software features were tested, and Turquoise were able to recommend a number of improvements to each platform. These potential improvements were assessed in more depth during the qualitative web community phase. As well as testing these improvements, the web community was able to provide valuable feedback on the design and layout of both platforms. Customers were also asked, within the web community, to carry out usability and feature tests ironing out any bugs, signposting and/or language issues. The FAQ page was also subject to close inspection with customers making valuable suggestions in terms of both additions to the page and improvements to the current questions and answers. Ultimately, whilst customer perceptions of both platforms were positive, Turquoise were able to provide several key insights and recommendations that MotoNovo Finance can use to help optimise their offering moving forwards.