Moat’s mission is
“to deliver a best in class digital experience – empowering our customers to self-serve at any time of day or night, and making it easy for partners and prospects to interact with us and stay informed”.
Moat wanted to create a consistent customer experience that ultimately attracted new tenants and homebuyers to its homes in the South East.
I was predominately responsible for MyMoat which is an account area used for Moat home customers – I worked within a small team of UX/UI designer(s) and alongside Moat’s own developers to create flows, wires, and designs for different audience types.
Through a facilitated brand workshop – which included defining Moat’s brand values and digital design principles we were able to quickly concept and iterate on prototypes. Members of staff across the business were also interviewed to access the day to day activities and any pain points that we could address. To ensure consistency I also produced a digital brand style-guide to ensure that all parties remained coherent moving forward.
The customer portal is driving efficiencies, with the number of customer log-ins up by 64% and self-service transactions on the increase. In June last year, only 12 repairs were raised via My Moat, as opposed to 130 in June 2018, which is a great result and a trend that seems to be increasing month on month.
Working within Moat’s HQ and having access to key stakeholders daily contributed significantly to this projects success.
The Moat customer portal was designed with mobile in mind as through research we discovered that a significant percentage of the customer base did not have access to a computer screen.
Partnering with ORM to work with us on our digital transformation has been really successful. They’ve helped us to push the boundaries of what we could achieve and the result is a great user experience on both our corporate website and MyMoat customer portal. Although it’s early days, we’re already seeing a lot of customers signing up to and using MyMoat, which is a game-changer for us.— Mark Rogers, Director of Business Transformation for Moat