Cyber-Duck

For over 15 years, clients like The Bank of England, The Commonwealth and Eurostat have trusted us to transform complex websites, systems and applications.

Elstree, United Kingdom
Founded: 2005
Staff: 35
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Skills

Technology Implementation
UX & Service Design
Research & Strategy
digital optimisation
content strategy

Clients

Bank of England
Sport England
Cabinet Office
Eurofighter
Financial Ombudsman Service
Mitsubishi Electric

Sector Experience

Finance
Healthcare and Pharma
Technology
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dlc - Responsive website

dlc is the UK’s leading, independent debt recovery firm, managing outsourced collections for their FTSE100 clients. Cyber-Duck was commissioned to develop a customer payment portal, ‘mydlc’, that would allow users to settle payments easily online. It would replace a problematic third-party implementation, which was difficult to navigate, lacked brand identity and was not optimised for mobile devices.

Mydlc was built with the customer in mind, as it was vital the new portal offered its users a personalised and hassle-free experience to reaffirm dlc’s status as an extremely customer-centric business. Offering a single-branded experience with flexible payment options would increase trust, and empower customers to manage their own accounts. This would quicken their debt resolution, thus allowing their customers to look forward to a debt-free, financially stable future. The long-term communications strategy is for all customers to benefit from the portal; this would also streamline dlc’s business processes, reducing the amount of calls and time spent on admin.

We followed our ISO-accredited user-centred design process to build a portal that excelled equally in terms of user experience and technical excellence. A custom back-end system was built to achieve full integration with dlc’s existing CRM and IT systems. The portal was PCI DSS compliant, with regards to the processing of sensitive payment information, and we underwent numerous usability testing sessions including eye tracking to ensure the portal created trust.

The new portal has been a fantastic success. Since launch in December 2013, the monthly average revenue has increased by 228%, and 40 hours of agent time per month has been saved.