Case
WOLF Rijbewijsshop is one of the largest driving schools in the Netherlands. A 'video app' was developed that supports students in their driving training. It also allows them to plan their own lessons. Currently, however, this was underused and user-friendliness was low.
My Role
Netvlies (Development Agency) involved me as a designer for a redesign of the current application and support of the development team.
Results:
The improvement in online marketing campaigns significantly improved the quality of leads (read: fewer dropouts) and increased the number of trial lessons by 29.68%, with the same marketing costs.
Almost all students now use the app to schedule their lessons. This results in substantial time savings. Customer service employees can take 2.5x more cars under their wing for this purpose than before. This has made customer service as much as 250% more efficient.
As soon as a (sick) student cancels last minute, the other students of this instructor are immediately informed via SMS via the app that they can book the vacant lesson. This results in 50% fewer lesson cancellations. This was also a godsend during corona. When it was announced after the lockdown that WOLF was allowed to offer driving lessons again, this was immediately communicated via the app. Schedules filled up quickly. This saved WOLF literally thousands of phone calls.
Customer satisfaction wasn't this high before. Students enjoy scheduling their own driving lessons. Clear videos and training make them better prepared. They also see exactly what skills they still need to develop to succeed. As many as 96% of our customers recommend WOLF with an average score of 9.3/10 (source: klantenvertellen.nl).
