We’re transforming National Accident Helpline’s digital service experience

By Redweb
22 Jan 2020

National Accident Helpline, an industry leader in Personal Injury Claims Management, has commissioned Redweb to redesign its users’ service experience. With more than 25 years of expertise and over 50 Legal Support Advisors, National Accident Helpline has helped more than two million people.

Changes in law are driving rapid and significant sector disruption, particularly for digital services, and we’re perfectly placed to help National Accident Helpline capitalise on the opportunities on offer. Work will focus primarily on the design of the client’s end-to-end service experience using a human-centred approach.

Work is well underway, with our User Experience team having already run strategic service design workshops and conducted user research, which enabled National Accident Helpline to review the current state of its omnichannel service experience and get stakeholder alignment on its digital roadmap.

“We chose to work with Redweb on this project because they demonstrated a real understanding of what we were working to achieve. Since work began, we have been really impressed with the way that they have fully immersed themselves in understanding what the digital journey looks like for our customers. When people need our help, they are already going through a difficult time in their lives, so we want to do all that we can to make the next steps easier for them, which is what this project will help us to achieve.” – Simon Trott, CEO of NAHL Group’s Personal Injury division

Ru Butler, User Experience Director at Redweb, said: “We’re really pleased to be working with National Accident Helpline. It’s a delight to work with such a forward-thinking, agile and customer-focused client. Through our co-creation, we’ve achieved a great deal in such a short space of time. We’re now excited to see what service innovation the rest of the project brings to the business and its customers.”

Confident in Redweb’s capabilities, National Accident Helpline has extended the remit of work beyond re-platforming and redesign of its website, now enlisting the agency’s help to develop the digital self-service journey that will drive business to NAHL Group’s newly formed firm, National Accident Law.


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