Solicitors Regulations Authority

How we reduced customer calls by 86%

ON-DEMAND SERVICES WE PROVIDED
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UI Design

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User Research

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UX Design

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The Challenge

The Solicitors Regulations Authority was getting 3,600 calls every two months regarding a popup explaining what 'Opt into bulk renewal'. The text was in a popup and was written in a hard-to-understand way. Even for solicitors, hence the number of calls to the contact centre.

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Mission Brief

Reduce the number of calls to the call centre so there didn't need so many call centre people.

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Mission Success

We reworded the sentence to make it clear what it means to the users. We did user testing to validate if the target audience understood the wording. The results showed 100% of users within the user testing sessions understood what the wording meant. After launch, there was a drop of 86% of calls regarding this matter.

What we produced

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Customer Review

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