Speedy Services, a leading provider of equipment and support services, have recently chosen PRWD to help provide a wide range of strategic customer insights.

Speedy Services, with more than 100,000 customers and 325 depots across the UK, commissioned a series of evaluation & customer research projects, seeing this as the primary way in which they can understand visitor behaviour, improve visitor engagement and increase online sales & new account sign-ups.

PRWD, the usability and conversion rate optimisation consultancy trusted by brands including Speedo and Lakeland, were first briefed to deliver a detailed evaluation of their new membership scheme website, Speedy Assist. The aim of the evaluation was to understand how the conversion rate for online sign-ups could be improved. The project also involved conducting remote user testing studies to provide insights to support the recommendations being made.

Following this project, John Byrne, Product Development Director at Speedy Services commented “Paul has clear and specific expertise which he is able to bring to bear in very efficient and effective way. The turnaround and quality of this work was exceptional.”

Jenny Cain, Project and Operational Manager for Speedy Assist commented “The recommendations made by Paul were clear and concise, highlighting quick wins that would make an immediate impact on performance”

Dave Clarke, Digital Marketing Manager at Speedy Services, added “The usability evaluation project Paul has conducted for Speedy Assist has given invaluable recommendations to help improve site conversion and user experience. The resulting report was very detailed, professionally presented and well received across the business.”

Alongside this evaluation, PRWD were also tasked with evaluating the new transactional site for Speedy Services. Over the last 2 years Speedy have been developing their new multi-channel proposition and this website is central to their long-term business strategy.

Following the presentation of the comprehensive evaluation report, Dave Clarke commented “The usability evaluation project Paul has conducted for Speedy Services has provided great insights into the site usage issues and recommendations for improvement".

Dave continued "The report findings show that the project was conducted with a high degree of detail and Paul's experience in usability is clear in the design and page structure recommendations that were made. The actions taken on the back of this project are likely to make a significant impact on the site performance and the brand perception of Speedy.”

Following the evaluation, a very detailed user testing project was planned and delivered. The moderated test sessions were carried out over 3 days at MMU’s testing facility in central Manchester. MMU are one of PRWD’s strategic partners.

As is possible with moderated test sessions, members of the Speedy management team observed the test sessions live, providing them with first hand evidence of how people who fit their target audience are currently interacting with their website – and where opportunities exist to improve on-site conversions.

Following presentation of the analysis and recommendations report, Dave Clarke commented “The user testing sessions have been essential in assessing whether Speedy Services’ investment in our online services meet with customer expectations. The testing sessions were professionally planned and moderated, and it was reassuring to hear first hand that many of our developments had created real customer engagement.”

“However it was some key comments raised by users that gave the greatest insight. We have already started implementing PRWD’s recommendations based on these points that will allow us to improve elements of content and online processes. This is something we would not have been able to do without conducting this activity with PRWD.”

Paul Rouke, Head of Usability at PRWD, commented “From when we were first commissioned to start these projects, my team and I have really been able to tackle head on helping Speedy gain a wide range of insights and opportunities for improvement with their online strategy. We were working to a demanding schedule but this simply meant than within a couple of months we have been able to deliver what are some of our most comprehensive recommendation reports to date.”

“Not only have these first projects provided Speedy with essential observations and recommendations for making usability and user experience improvements, they have also provided a wealth of insights around their customer’s behaviour, perception and attitude.”

“We’re now looking forward to continuing working with the Speedy Services team over the coming months and into 2012 as their online experience is enhanced and their strategy evolves.”


About PRWD

PRWD was established in 2006 by usability consultant Paul Rouke, and they specialise in web usability and conversion rate optimisation. Clients include Speedo, Lakeland, Pentland Brands, The Scout Association, Stella McCartney, Lakeside Hotel, Isabella Oliver, Econsultancy and Chill Factore.

PRWD provide user testing, usability evaluations, conversion rate optimisation, usability consultancy and training.

About Speedy Services

Speedy Services is a leading provider of equipment and associated services to construction, manufacturing, industrial, rail and related industries.

Since their foundation in 1977 they have grown to an approx £350m organisation with more than 100,000 customers, 4000 employees and a national network of 325 depots.

For more information please contact:

Paul Rouke at PRWD
Tel: 0161 228 0585
Email: paulrouke@prwd.co.uk

Published on: 5:41PM on 27th September 2011