Case Study: Equifax improves B2B digital engagement with OneSpring UX service design

Equifax boosts product discovery 50% with OneSpring

Equifax sought to improve its B2B digital experience as its business customers primarily used the site for logins and struggled to discover valuable thought leadership and product insights due to navigation challenges and unclear content labeling. To address this, Equifax partnered with the UX service design team at OneSpring to refine the website's usability and engagement mechanisms.

OneSpring implemented a comprehensive UX research and service design approach, conducting user interviews and journey mapping to redesign the navigation, content structure, and homepage. The solution delivered significant results, including a 50% faster product discovery rate, a 38% increase in user satisfaction scores, and a 27% decrease in navigation-related help desk inquiries, ultimately strengthening Equifax's position as a strategic partner.

Equifax