Case Study: TransUnion improves customer experience with LLT Group

TransUnion improves customer experience with LLT Group, cutting bounce rate 40%

TransUnion, a global risk information provider, faced a challenge with its website confusing customers and overburdening its call centers. The company engaged LLT Group to redesign the user experience for key conversion pages, specifically the contact and credit freeze pages, with the goal of helping visitors find information more easily.

LLT Group implemented a unique strategy and data-based UX and UI design, which included rethinking the information hierarchy and adding well-placed FAQs and call-to-action buttons. This solution delivered significant results for TransUnion, including a 24% increase in click-through rates, a 10% increase in visitors finding the information they sought, and a 40% decrease in the bounce rate, successfully reducing the call center burden.

TransUnion