Case Study: Ombudsman Services reduces user friction and improves cost efficiency with Code Computerlove

Ombudsman Services reaches the untapped 90% of its audience with Code Computerlove

The customer, Ombudsman Services, was transitioning to a B2B model and needed to reduce user friction and improve its cost to serve. They briefed the vendor, Code Computerlove, to help redefine their brand, map their customer journey, and lay the digital groundwork for a new offering that leveraged data.

Code Computerlove conducted extensive research to understand the customer experience, which led to mapping the end-to-end journey and creating new, emotionally-driven customer mindsets. They designed a new complaint-making journey with inclusive design principles and page-level content to help users self-identify their stage in the process. This redefined Ombudsman Services' understanding of their customers and enhanced engagement across digital touchpoints.

Ombudsman Services