NRMA New Website & Mobile App

Objectives

• Project to update website & create a mobile app to decrease call centre load & increase rate of renewals. Member feedback was that the website was clunky to navigate with high drop off rates.

• Engaged by IT for the input for Holiday Parks content, tested & provided feedback on the information architecture & navigation for the travel related section of the site.

Execution

• New NRMA website launched in December 2010.

• New NRMA iphone app launched in December 2010.

Results

• IT reported improved customer service delivery for roadside call outs with faster response times from issues logged via mobiles & increased renewal rate of memberships via a faster and easier short step process of renewal on mynrma.com.au.

• Member feedback from the site was that is was much easier to use and locate information for roadside and travel information.