Experian PLC

About This Project

CASE STUDY :: EXPERIAN SALES APP : DESIGN & BUILD

Experian is a consumer credit reporting company, is one of the “Big Three” credit-reporting agencies, alongside TransUnion and Equifax. In addition to its credit services, Experian also sells decision analytic and marketing assistance to businesses, including individual fingerprinting and targeting.

Being a big data driven company they pride themselves on holding accurate data across the business, creating valuable information about that data and being able to find and distribute that data to the right level or security validate person with ease. While this is the status quo for external customers, it was almost the reverse for their sales staff and internal customers. Many large legacy software projects that were intended to make life easier for the internal stakeholders and of Experian, in reality, delivered the opposite and and high cost, both in money and in complexity to the business.

We were appointed to bring some order to the data sets across multiple systems, in order to be able to surface relevant supporting sales information directly to sales staff in when they need it, building knowledge of Experian propositions and increasing revenue.

After many workshops, lots of coffee, and challenging debates. The proposed solution was to be an app that we could deliver rich content to them on demand. Pulling on all the powerful datasets in the Experian’s data warehouses, and distilling it down to into polished content in mobile form. Easily findable and easily searchable relevant content to drive sales conversation and ultimately grow sales.

The solution would need to connect to the Internal authentication system, surface rich content, pass security and technology board reviews, and be fully editable through a headless CMS and allow push notification to any device through out the Experian network of sales staff. That might have been a challenge for a 6 month project, but we were challenged to do it in 8 weeks in time for the annual European & UK sales conferences.

The entire project was run through the Agile method to prioritise the technical deliverable above all else. Extreme focus was placed on working code and a usable app at every review possible. The user journey was key to its success and the end user always kept at the heart of conversation and reviewed throughout the project. Because of this, a super slick creative was created for the app, pulling from a wealth of best design and user experience practices in the mobile space. Throughout the project we had many blockers that we thought could possibly stop us succeeding in delivering the app to market, review boards, access to systems, test accounts and legacy process. But with a lot of hard work and persistence working with some high achievers at Experian we managed to take each challenge with a touch of patience and rational thinking to unpick the complexities and give the team a clear path for delivery.

With a few pivots in thinking and development along the way, we managed to successfully deliver a working digital product across android and iOS for all attendees of the sales conferences in the UK & EMEA within the 8 week timescale.

Since then the app has been promoted and shared across other departments and is being used to help the training of sales staff across Experian. New propositions are being added all the time and sales people can now find and understand key propositions that they may have struggled in the past. Introducing clearer ways to communicate propositions such as demos and videos from Proposition owners the app is now seeing great results like:

Over 600 installs across EMEA & UKI
Over 1,373 total proposition views to date
92% reach across invited users
90% retention of uses from first install

The app on its second iteration of functionality after because of its initial success in the business and will be releasing into the app stores. The additional work will include push notifications for use with global teams and is ready to scale up to 10,000 users as needed.

We love seeing happy clients, we love making the complex simple and releasing value, most of all we love building apps that help solve tangible, real world problems. For more information on this or to find out about the other apps we have created or services we provide, please get in touch.