AnthonyHughes
Veygo 2022 Case study

35% reduction in start-to-quote time on web

Simplifying car registration by cutting clicks and cognitive load — a faster path to the quote.

−35%start-to-quote time
5→2clicks to add a car
35% reduction in start-to-quote time on web — project imagery (placeholder)

Problem

Adding a car registration during onboarding took five clicks. Customer interviews, CSAT surveys, and Trustpilot feedback highlighted frustration with unnecessary complexity and time consumption — friction that hurt the experience right at the start of the journey.

Objective

Simplify the car registration process by reducing clicks and minimising cognitive load — improving onboarding and reducing time to quote.

What we did

  • Research & ideation. Interviews, survey analysis, and Trustpilot review mapping pinpointed the inefficiencies in the existing journey.
  • Solution design. Tested multiple designs; the winning flow reduced clicks from five to two while preserving clarity and data accuracy.
  • Validation. Usability tests confirmed reduced cognitive load; an A/B test against the original measured time-to-quote and satisfaction.

Outcome

  • 35% reduction in start-to-quote time, proven by A/B testing.
  • An inline form feature removed back-and-forth between the main form and side panels.
  • Customer feedback reflected a smoother process and a CSAT uplift.
← Previous7% uplift in start rate from landing pages