ExCeL London asked us to do a complete rethink of their car park booking system to create a better user experience and reduce complaints.
The original car park booking system had been a success and increased bookings, but in places the experience was clunky and it easy to make mistakes. And that meant the ExCeL customer services team were spending too much time dealing with enquiries.
We carried out an in-depth review of the original system analysing the overall experience to understand where issues were. This was also compared to inbound enquiries to identify where customers were seeing errors. We redesigned the booking process, allowing input content to inform the next screen, this closed the door on many of the existing loopholes and opportunity for errors to occur.
The new system included a number of new features to improve the experience for visitors and ExCeL staff. DVLA lookup allowing the team to use numberplate recognition in future. More secure payment processing. A phone app for the ExCeL team to quickly access booking details. And a better CMS to reduce time for the customer services team.
— Research
— User experience
— User interface
— Email design
— Ticket design
— Web-app design
— Web-app build
— CMS training
Integral always take the time to fully understand our brief, including the desired outcome. The solutions they present are creative, insightful and challenge our thinking in a positive and constructive way. Working with Integral has enabled us to develop our brand with an agency who really understand our values. I look forward to continuing to work with Matt and the team and wouldn’t hesitate to recommend them to others.
— Lucy Merritt, Head of Marketing & Communications at ExCeL London
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