Lloyds TSB Insurance recently relaunched their www.insurance.co.uk home insurance website designed to make finding and buying a policy easier and more understandable. Lloyds TSB used specialist agency Hawdale Associates Limited to improve the sales process through a better understanding of customer behaviour and psychology. And it has paid dividends!

Hawdale Associates conducted a research programme that investigated the customers’ real life context as well as behaviours at the user interface. David Hawdale said “We wanted to know how people go about buying insurance, what they think, what they do and who gets involved, only then can a sales process be designed that really fits customers needs.”

“Customers are loving it … in the first week that the website was running sales were boosted by a fantastic 70 per cent.” – Paul Newberry, Project Implementation Manager, Lloyds TSB Insurance