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CC Experiment Programming

02 Case Study for Hesitant Customers

Overview

Describe the experiment in one sentence? Hire 4 different onsite inspectors to inspect the same property, create a case study comparison video, and share it with customers hesitant to switch to virtual inspections.

What information is the experiment designed to produce? Demonstrated quality and reliability of virtual inspections compared to traditional onsite inspections, aimed at addressing the trust concerns of hesitant customers.

What trigger initiates the experiment? Identification of potential customers who express reluctance to switch from onsite to virtual inspections due to quality concerns.

Describe a real-life story of how the experiment will play out. Emerald Coast Financial is hesitant about using virtual inspections, worried they might miss critical details. Sensing their hesitation, the 24 Hour Inspections team shares a pre-prepared comparison video. The video showcases an experiment where four onsite inspectors and a virtual inspection assessed the same property, with results showing that the virtual inspection was just as thorough, if not better.

After watching the video, Emerald Coast Financial feels reassured and confident in the reliability of virtual inspections. They decide to move forward, knowing they can trust the virtual process to meet their high standards.

Describe the intended impact of the experiment? To build trust with hesitant customers by providing clear, evidence-based proof of the effectiveness of virtual inspections, ultimately encouraging them to switch to or increase their use of virtual services.

How does the intended impact boost customer engagement? By addressing specific concerns with a tailored, evidence-based approach, customers are more likely to trust and engage with your services, leading to increased adoption of virtual inspections.

Updates, Questions & Approvals

Do we want to conduct both standard inspections and draw inspections?

How many total inspections do we want to conduct? I’m suggesting 8 not including 24H, this allows for enough data for a proper case study and also gives us substantial insight into the quality of end product from competitors.

4 standards (2 onsite, 2 virtual)

4 Draws (2 onsite, 2 virtual)

Review & approval needed for

Inspection service providers for case study⁠

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Review & approval for

Case Study Tracking & Scoring⁠

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Review & approval for

Budget⁠

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How do we determine what property are we going to inspect?

Are we going to use DO Capital projects for the inspection?

If yes, please provide project details.

If no, please provide target lenders to ask for properties to conduct the case study

Project Requirements

Loom / Canva

Are there tech assets that are required? Yes, video production tools and a platform to create and host the comparison video.

Are there creative assets that are required? Yes, scripting and storyboarding for the video, and the design of the case study document and presentation deck.

Is there copy or script assets required? Yes, video scripts, case study content, and messaging for follow-up communication.

Is team training required? Minimal, focused on coordinating the onsite and virtual inspections and managing customer communications.

Is there any third party software subscriptions? Yes, and we currently already have subscriptions.

Is there information required from customers? Yes, a confirmation that their concerns are the quality and trust in virtual inspections.

Key Performance Indicators

How do we track the impact of the experiment? By monitoring the response from hesitant customers after viewing the case study, including conversion rates from onsite to virtual inspections and overall feedback.

Where is the data going to be stored? The case study data will be stored in a database in Coda or Gsheet, the detailed customer responses to the video will be tracked in Loom and conversion of hesitant customers TBD.

What quantitative data are we tracking for this experiment? Number of customers who view the video, conversion rates from onsite to virtual services, and any increase in virtual inspection bookings.

What qualitative data are we tracking for this experiment? Feedback from customers on the case study and their concerns or questions addressed by the comparison.

How will the metrics be presented? In internal reports summarizing the effectiveness of the case study in converting hesitant customers and providing insights for further improvement.

📅 Time to implement

4 Weeks

⚖️ Sample Size

6

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`💸 Budget`⁠
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$ 2,200

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