Movinga

1. Leads on the phone
2. Journey maps in GA
3. Unglamorous fixes
4. +7% conversion

A significant part of the leads came through the website, and more and more of them arrived on a phone. Region, seasonality, sales agent and customer liquidity all played into the flow, so touching it crossed every department in the company.

A user journey map, a funnel analysis and a lead journey analysis built the shared picture first and became a visual and living tool across the team. The measures that followed were unglamorous: more and larger call buttons, consultation offered at every touchpoint, simpler screens.

The result was an increase of about 7% in conversion rate — roughly €150k more turnover year on year.

1. Emails as the target
2. Three markets researched
3. Flowcharts & prototypes
4. Down to 10%

The technical goal was one number: reduce email traffic between the customer, Movinga and the insurer.

Research with the claim managers of three markets and the head of engineering. Then flowcharts, Figma wireframes and prototypes, built with the claims department and the insurer.

That cut the emails down to 10%, and on top of that the claim managers felt a huge relief in their workload.

1. Driver feedback
2. Bonus tried
3. Bonus scrapped
4. Sticky components removed

A collection of smaller optimisations, including one that failed. Partner bonuses were welcomed in every conversation, then scrapped after six months: the bonus rarely reached the drivers it was meant to reach.

Fixing the mobile app had a significant impact on daily hiccups. Removing sticky components gave drivers easier access to the full logistics information.

1. Booked the service myself
2. Experiencing a new chapter
3. Rebrand foundation
4. Asynchronous Design Sprint
5. Concept

When I started at Movinga, we moved as a family and I booked their service. Movinga helps people arrive in a new chapter of their life — that understanding stayed with me.

It became the foundation of Movinga’s rebranding concept.