Digital transformation for an award winning housing provider

The client

Livin is a local housing provider managing over 8,400 homes across County Durham.

They aim to provide great homes, sustain strong communities and build a successful future whilst putting their tenants first. 

The opportunity

Livin came to us with the goal to transform their services from end-to-end to deliver a brilliant customer experience. The team recognised that their previous website was a standalone channel that customers rarely returned to, and would not support them in achieving their goal.

Customers couldn't find what they needed onsite, so would reach out to Livin's call centre. From a user perspective, making it easier for customers to find and complete the most common actions onsite would improve the customer experience. From a business perspective, encouraging customers to use self-service systems onsite would reduce queries received through the call centre and reduce cost of service.

Why did Livin choose Everest?

“To effectively digitally transform we knew we needed to harness the benefits that partnership working could bring. It was clear from the outset that Everest's approach to partnership working was very much aligned to Livin’s, and would enable a true 'one team' approach.

Of equal importance was to have a partner on board with the technical ability and the willingness and appetite to push the boundaries to deliver some brilliant digital experiences not typical of the housing sector.”

Livin

The outcome

We worked with Livin to map out and execute the digital transformation journey that would help achieve their goals. Delighting Livin's customers was the priority at every stage of the project, and we worked as an extension of the Livin team to ensure objectives were met.

The project centred around the team's biggest pain point, the website. We combined in-depth user research and customer journey mapping with Conversion Rate Optimisation (CRO) and User Experience (UX) to build a website that would delight Livin's users.

The Discovery session was extremely valuable for developing a more in depth
understanding of Livin’s website users and real life customers.

Image credit: Evident

Discovery phase findings enhanced the next phase of the project to make fully justifiable design decisions.

Image credit: Evident

"Everest provided a full digital service throughout the build, not just a website. The level of expertise around SEO, CRO and UX has been second to none."

Livin

User research told us the most useful actions customers expected to find onsite and informed the website design.

The tone of voice and copywriting guidelines help Livin produce content suited to their audiences.

The property finder has seen a 25% increase in views, and site exits reduced by 22%.

We supported the website build by providing the Livin team with the tools they needed for effective transformation. Livin now have the foundations to continually develop the website and create great content to delight their users.

The website is now an integrated part of Livin's digital landscape. It will work seamlessly with other digital platforms as they progress through their digital transformation journey, enabling Livin to deliver a brilliant customer experience.

40%

improvement of bounce rate

22%

reduction in users leaving
after searching for a property

25%

increase in users
looking at properties

Statistics demonstrate year on year comparison for January and February 2019 vs 2020.

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