Databowl
Databowl was built to help companies maximise the value of every lead and grow profitably. I overhauled the customer experience starting with the how prospects saw the brand and ending with how customers were supported post acquisition. The company struggled with a high turnover of customers and a lowering monthly subscription, my goal was to improve both..
For more information contact me: design@jamesdodd.com
A new brand was produced along with a new website, with a key focus on increase peer social validation and a friendly, approachable but confident tone.
The customer journey was redesigned with an increase focus on automation, allowing personal contact with CS reps to handle key pain points instead of hand holding throughout.
New customer personas were developed
Which led to the development of a new ideal customer persona.
The new ICP resulted in the pricing model being overhauled, going from an average of £100 per month to £599 per month.
Customer onboarding was a large painpoint, with days spent training users who couldn't self serve. Outdated docs and a lack of automation tooling meant it wasn't a scalable process.
I rebuilt the entire user doc stack and created an onboarding tool to enable users to self serve and to automate the process. The system linked with the support platform and the CRM to log progress.
The redesigned website saw clearer messaging targeted to the new ICP and introduced clear journey rescue touchpoints to increase conversions
A new sub brand for a marketing podcast was designed and deployed, including designing the branding, podcast format and the audio assets for the show.
More?
Commercial + Wedding + Reportage
A sample of various commercial and other work.