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Brief:
- Create email to advise customers of changes to their account, outline impact on their online access, and explain what action they should take before the change.
Background:
- Prudential were making changes to some customers’ policies which would impact their online access.
Research:
- Reviewed previous communications to customers about the change.
- Liaised with project team to establish exactly what the impact of the change would be on each group of customers.
Method:
- Drafted separate emails for each group of customers.
- Reviewed these with input from project team.
- Worked with graphic design team to finalise email template.
- Managed sign off process with key stakeholders.
- Liaised with project team to obtain customer data files, split by each group of customers.
- Uploaded email template and data files for issue to customers.
Result:
- On-brand email with clear explanation of change and call-to-action for customers.
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