How we reduced CleverCards support tickets by 60%

Summary

In this episode, Nils discusses the real-world example of CleverCards, a fintech startup in Ireland, to illustrate the importance of user experience (UX) design in business. CleverCards started as a gift card business and transitioned into issuing digital Mastercards. The founder, Keelan Lennon, recognized the need for UX design to create a seamless platform for organizations to issue employee benefit cards. Nils emphasizes that UX design is not just the responsibility of one person, but a collective effort of the entire company. He shares how improving the UX of CleverCards' portal led to a significant increase in customer satisfaction and served double the number of customers compared to the previous year.

Chapters

00:00 Introduction and Background
04:05 User Experience Design as a Company-wide Effort
07:24 Creating a Seamless Platform for Employee Benefit Cards
09:28 Collaborative User Journey and Prioritizing Features
12:12 Improving Self-Service and Reducing Support Requests
15:04 Conclusion and Future Episodes
About the author
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Hi, I’m Nils, Co-Founder and Head of Interaction Design at Dinghy. With over 10 years of experience in designing and building websites, I’m passionate about creating great digital experiences. At Dinghy, we believe that exceptional UX comes from the synergy of branding, content strategy, design, and development, all working together seamlessly.

On this channel, I show you how to create outstanding user experiences for your customers through hands-on, easy-to-follow how-tos in wireframing, UI design, stakeholder management, usability testing, HTML, CSS, and frontend development.

Keywords
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user experience, digital products, customer satisfaction, business profitability, user testing, research, product market fit, development costs, customer lifetime value, app store ratings, marketing spend, conversion rates, employee efficiency, product features