THAT MATTER IN AFRICA
The next frontier
We live in the experience economy, and the next frontier to differentiate and drive growth is experience innovation
In the digital era, experience innovation trumps product innovation for differentiating your business in a crowded market, offering experiences that delight your customers and slaying friction to create seamless and meaningful customer experiences.
As people’s personal devices become increasingly collaborative, immersive and intelligent, how do you design for their needs?
How do you bring personalised and unexpected signature moments to customer’s interaction with your products and services?
How do you create seamless and synchronised experiences across products, services, organisations and businesses?
When it comes to serving the consumer of the future, it’s not about implementing technology first. The answers lie in being customer-centric first, starting with your customers’ needs and taking a broader view of their lives and how they interact on the digital journey.
Scan and Upload tech built in weeks to grab market share
A large challenger bank was behind competitors in receiving and processing mortgage applications. They wanted a bespoke Scan and Upload system to make life easier for brokers. We undertook rapid agile innovation to design, deploy and test in 2-week cycles, resulting in a launch of the concept in 6 weeks. This drove a double-digit increase in the percentage of applications received and processed.
in the UK
(concept to launch)
> 10 %
increase in application
“Amazing how fast you did this, and the impact on brokers not having to travel to the office to do their admin now…”
LARGE UK CHALLENGER BANK – Mortgage administration manager
Concrete recommendations to improve Customer Centricity and Digital Maturity
Africa’s largest mutual funeral services provider had limited traction with their CX strategy and wanted to accelerate progress. Over just 4 months, we undertook maturity assessments as well as research with over 1000 customers and 1000 staff. The resulting insights were evolved into clear recommendations and a prioritised roadmap using design-thinking led consulting. This resulted in strong alignment and clarity amongst executives on how to unlock traction in lowering the cost to serve members while improving customer service
members and staff surveyed
of 53+ initiatives prioritised
"I really like the shared vision and purpose that the IQbusiness Team have helped us create. This will help us as stakeholders align and create value for our Members."
LARGE MUTUAL INSURER – Chief Executive Officer
Launch of SA’s first ever chat-commerce channel in Quick-Service-Restaurant industry
A leading Quick-Service-Restaurant in SA with over 950 outlets and part of a fortune 500 global brand wanted to make their online ordering capability available to a larger market. We helped to conceptualise a WhatsApp enabled chat ordering system, supported by a robust digital marketing launch, and coupled with gamified AR engagements. Within 6 months, this resulted in higher-than-expected transaction on the platform, and improved conversion rates over existing e-commerce averages.
higher conversion rate than eComm average
contribution to overall digital sales mix
"The IQbusiness team was an incredibly talented, professional, process-driven, proactive, detail-orientated and dedicated partner."
LEADING SA QUICK SERVICE RESTAURANT - Digital Marketing Lead
Brand Repositioning, Digital Strategy Enhancement and Lead Generation
A leading player in the South African sports betting industry needed to reposition its brand as the premier, life-changing jackpot game. The campaign aimed to increase first time competition entrances, increase sales conversions and sustainably enhance the brand value of our client in the minds of consumers. Through a digitally-lead strategy we were able to drive online entry purchases through various apps and online portals as opposed to non-traceable in-store purchases. A strong digital and social thrust of both education, creative enticing and easier way to play was strategised.
In weekly sales generated (record breaking)
increase in participation over campaign period
overall sustainable increase to client
"The team consistently delivers; displays versatility and creativity to answer business challenges and exceeds expectations."
LEADING PLAYER IN SA GAMING - Head of Marketing
IQbusiness creates meaningful experiences for your customers, that sets your business apart
We partner with you to drive experience transformation; rigorously design and prioritise customer experiences to differentiate your products or services in crowded markets; and to innovate for what your customers don’t even know they want yet.
Digital Consulting and Innovation
Establish a ‘seat at the table’ for design teams to innovate alongside business and technology teams from the outset.
Create innovative experiences that solve your users' problems as they engage your digital initiatives.
CX AND SERVICE DESIGN
Find and slay the friction that plagues modern digital experiences for your staff and customers.
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ABOUT US, FROM US
Meet the people who are making their careers count at IQbusiness. Click to discover more.
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Create experiences that matter
We are looking for passionate, ambitious designers, consultants and digital innovators to join our team.