We place the user at the heart of your digital design to build intuitive, useful, and memorable interactions. These moments elevate the perception of your brand and build the trust of current and future customers.
We started by fixing the basics of their customer journey and developed a strategy to attract new customers. This included a new conversion focused website and SEO strategy to target local search terms. From there, we executed a number of engaging content and social campaigns to drive awareness and engagement with the brand. These campaigns included Braking Badly, a 3D block-graphics game, Bonkers for Conkers, a viral digital PR campaign as-well-as many others.
Another major area that needed work was customer retention. To build loyalty with the CitiPark brand, we overhauled the social media and content strategy. We had to come up with creative content to promote what is essentially a concrete space with a few white lines painted on it. We focused on the good stuff, the reason people park in these cities, to experience the best each city has to offer.
The digital strategy was in great shape but we needed a way to turn these extra website visitors into paying customers. We launched BaySentry, a mobile-first online season-ticket platform, to sell parking spaces to customers for a recurring fee. BaySentry reached £1 million in ARR in just 6 months. Following on from this, we created a system to pre-book a parking space in peak times, guaranteeing a space but charging a premium.
We were tasked with rebuilding the CitiPark mobile app to create an enhanced, user-centric experience, and a simplified booking process. We factored in customer feedback which highlighted challenges faced by customers using the existing app, the most notable of these was a lack of Apple Pay & Google Pay.
To address this, we completely transformed the mobile app's UI with a sleek, intuitive design that streamlined the process. We condensed the checkout procedure, incorporated a feature for saving recently used vehicles for faster future bookings, and critically, integrated support for both Apple Pay & Google Pay, addressing a major customer pain point.
The rollout of the new app has been a huge success. The flood of positive customer feedback has significantly boosted the app’s rating on both the Android store (from 2 stars to 4.6) and the Apple store (from 2.8 stars to 4.9).
Revenue and operating profits have increased every year since we started. By improving every part of the online customer journey, from driving mass awareness to improving retention, we were able to execute a hugely successful digital strategy, earning a massive ROI. We continue to work closely with the CitiPark team and are proud to have played a huge part in their growth.